The Co-operative seeks to provide high standards of housing and services to its members and applicants for membership. Sometimes we may not get it quite right and you may wish to complain. This complaint procedure explains how to make a complaint, and what you can expect from us.
Other Complaints Policies
This procedure covers complaints about the Co-operative, its staff or officers acting on behalf of the Co-operative as a housing organisation. It is to be distinguished from the Members Complaints Policy, which is for complaints alleging a breach of tenancy, and the Members Disputes Policy, which aims to help resolve disputes between individual members.
General Principles of using this Policy to make a complaint
The Co-operative welcomes any complaints about Co-operative members acting on behalf of the Co-operative, its staff, working groups or working practices. The Co-op has agreed various policies in general meeting. It is bound to work according to its rules. Members who act in an official capacity follow agreed procedures in carrying out their duties. Employees have signed contracts with the Co-op which govern their employment.
When making a complaint about the Co-op, it is helpful if reference can be made to specific policies, procedures or rules which are in question by the Co-op’s actions, staff or representatives.
The Complaints Policy is to be used:
If you have a concern that the Co-op has not followed an agreed policy of procedure properly or acted against its rules
Or if you are concerned about the conduct of staff or members acting on behalf of the Co-op in a an official capacity (e.g. as Secretary, Chair, Treasurer, Co-ordinator, Committee Member, Interviewer or panel Member)
Or if you are concerned that a decision taken at a meeting was not properly taken (e.g. a Committee Meeting has taken a decision which should have been taken by a General Meeting)
If however you disagree with a decision that was properly taken, then you are encouraged to use the Co-op’s existing meetings structure to challenge that decision.
Different Stages of the Co-op Complaints Policy
There are 5 possible stages that might be followed in dealing with a complaint about the Co-op’s actions. They are:
Informal process, conducted by the Co-op’s chair or vice chair and one other member or housing co-ordinator.
Formal Complaint which requires a form to be completed and then considered by the Co-op’s chair or Vice Char and one other committee member.
Panel of three members considers the complaint
Internal Appeal against a panels decision, which elects a second panel
External Appeal, to the independent Housing Ombudsman.
Stage 1: Informal resolution of a complaint
Many issues can be solved informally without the need to start the formal complaints procedure. If a member has a complaint they will be invited to meet the Co-operatives Chair or Vice-Chair together with one other Committee Member or the Co-operatives Housing Coordinator (paid worker) to attempt to resolves the issue informally. This meeting shall be held within five working days of it being requested.
A file note shall be kept of this meeting and a copy given to the member making that complaint. If any action is to be taken as a result of the meeting, this shall be done within 15 working days, and a report given to the member involved.
Stage 2: Formal Complaint
If following the above meeting, the member decides that they want to make a formal complaint, this must be done in writing, using the Co-op Complaints Form, which is available from the office.
When making a complaint about the Co-op, it is helpful if reference can be made to specific policies, procedures or rules which are in question by the Co-op’s actions, staff or representatives.
Members are encouraged to be as clear as possible in making their complaint. If a member wishes to include evidence that is longer than the space provided, they are encouraged to make clear reference between supporting evidence and any breach of policy or procedure or rule mentioned, on the form.
The Secretary, Chair, Welfare Group or Full Time Worker can provide assistance in filling out the form, and clarifying the links between alleged breaches and the additional evidence, on request. It is in the interests of an effective and fair management of a complaint that it is reported in this way.
All those members who wish to complain, who are willing to be interviewed by a complaint panel if necessary, must sign the form.
The Co-op will seek to manage any complaint with full respect for the confidentiality of all individuals affected by it, in accordance with the Co-op’s current Confidentiality Policy.
Having considered the case, the Chair or Vice-Chair, together with one other Committee Member shall propose a solution to the complaint. If this includes financial compensation, a General Meeting, which shall be told the facts of the case, but not the name of the complainant, must endorse this.
The Chair, Vice-Chair or other Committee Member may also speak to other people involved in the complaint in attempting to find a solution.
The Chair or Vice Chair shall respond to the complainant within fifteen working days of the receipt of the complaint. If this deadline needs to be extended by up to ten working
days, the complainant shall be informed of this in writing, including the reasons for the extension.
Stage 3: Hearing by a panel of three Co-operative members
If the complainant is not satisfied with the outcome of Stage 2, they can proceed to Stage 3 in which a panel of 3 Co-op members will hear the complaint. The complainant must request this is writing, addressed to the Chair, and a panel hearing will be convened within 15 days of the receipt of the request for a panel hearing.
Who shall be on the Panel?
The Chair or Vice Chair shall liaise with the Welfare Co-ordinator to ensure that the panel is composed of people who are as unaffected as possible by the complaint to date and fulfil the requirements for panel members, detailed below
At least one of the panel members shall have received training in, or have a working knowledge of, handling Co-op complaints, including Co-op tenancy and rules, the Co-op Complaints Policy and interview skills.
None of them shall live in the same house as any member being complained about.
At least one panel member shall have lied in the Co-op for at least 12 months.
Both genders shall be represented
Close friends or partners of nay concerned parties or those who live in the same house as any concerned parties may not be panel members
Each proposed member of the panel shall sign a Confidentiality Statement.
The complainant shall be given the opportunity to veto any panel member who they feel will be unable to consider he complaint impartially. The complainant has the opportunity to do this on the Co-op Complaints Form, and immediately after they are informed of who is being proposed of the panel.
An external advisor may also be invited to attend the meeting, or to carry out investigation of the complaint prior to the panel hearing.
How will the Panel Work
Having heard all the complaint, the panel will prepare a separate set of questions for a Co-operative officer or member of staff whose actions are in dispute. Detailed minutes of all interviews and panel meetings shall be taken.
The panel shall keep a file of the complaint in a secure place in the office.
The panel shall seek consensus between its members in making a decision. If it cannot reach a consensus decision, the panel members shall vote to determine the decision.
The panel’s decision shall include whether or not the complaint is upheld, or parts of it are upheld, and any action to be taken to remedy the complaint, including an apology by the Co-operative, other remedial action, or compensation to the complainant. If this included financial compensation, a General Meeting, who shall be told the facts of the case, but not the name of the complainant, must endorse this.
This decision shall be given in writing to the complainant, and the date of the decision recorded it he Co-operatives Complaints Book. A copy of the letter to the complainant should also be put on their tenants file.
The panel will prepare a brief written report containing:
A summary of the complaint and the investigation
A brief outline of the reasons for their decision.
Any recommendations for changes to the Co-operatives policies and procedures that arise from the complaint.
The Co-operatives Management Committee and the General Meeting shall consider any recommendations for changes in the co-operatives policies and procedures.
Stage 4: Appeal to a new panel of three Co-operative Members
If the complainant is not satisfied with the result of the panel hearing, they may request in writing that an appeal be hear by a new panel.
Such an appeal must be submitted within ten working days of the receipt of the decision of the panel hearing at Stage 3. It shall be given to the Chair or Vice Chair, or in their absence the Co-operatives Secretary or Co-op Coordinator (paid worker), who shall record the receipt of it in the Co-operatives complaints book.
The reasons for the appeal shall be explained and should specify why the complainant feels that the result was not to their satisfaction. Appeals must be made in writing using the Co-op Complaints Appeals Form.
The Welfare Group shall, within 15 working days of the receipt of the appeal appoint a new panel of thee Co-operative members to hear the appeal. The criteria for selecting a panel shall be as in Stage 3.
The panel shall meet within ten working days, and shall consider only new evidence, and their reasons that the complainant does not accept the original decision. The evidence considered by the previous panel shall be available in minute form. The panel has the right to recall witnesses and reconsider evidence considered by the original panel, if the new evidence shows the original evidence in a new light.
The panel will make the final decision on the appeal. The decision will be given in writing to the complainant within three working days of the last meeting of the panel.
Stage 5: The Independent Ombudsman
If the complainant is still not happy with the result, they may complain to the Independent Housing Ombudsman Service at Norman House, 105-109 Strand, London WC2R 0AA Tel 020-78363630, Lo call 0345 125 973).
There is a leaflet about the Ombudsman scheme in the welfare file in the office. The Welfare Group may be able to assist the complainant with this if desired.