Details of who is responsible for delivering this policy.
All employees
Dealing with any dissatisfied customer where they are able to do so at the first point of contact.
If unable to resolve a customer’s issue, then escalate the complaint to the Service area manager in line with this policy and our complaints procedure.
Managers
Managing all customer stage 1 complaints in line with this policy including, acknowledging, investigating, communicating, and resolving complaints.
Overall decision for discretion to be applied to complaints including refusals to investigate.
Heads of service
Managing all customer stage 2 complaints in line with this policy including, acknowledging, investigating, communicating, and resolving complaints.
Overall decision for discretion to be applied to complaints including refusals to investigate.
Directors
Managing all Ombudsman escalations in line with this policy and is directed by the Ombudsman.
Customer experience Lead
Day to day monitoring to confirm compliance with this policy. Monitoring performance indicators and management information, reporting performance to key stakeholders.
Point of contact for the Housing Ombudsman and Local Government & Social Care Ombudsman to ensure consistency of service.
