The Housing Ombudsman Complaint Handling Code has some best practice expectations, one of which is that landlords should act within the Professional Standards for engaging with complaints as set by the Chartered Institute of Housing.
The standards are based on seven characteristics:
Here we outline how we meet the expectations of the Professional Standards in our complaint handling and, where relevant, our wider approach as an organisation:
Integrity
Have a clear understanding of our values and act in accordance with them – do the right thing, for the right reasons, based on the best evidence and without partiality.
- All our staff live by our values of Respect, Partnership and Pride, and this underpins all the work that we do
- All our staff gain familiarity with our values as part of their induction to the organisation
- Our policy is built on the principle of taking a consistent and fair approach to feedback management. Our approach is to be fair; to put it right; and to learn from our tenants
- All our staff are expected to act in line with our values and behaviour charter
- Staff receive training in unconscious bias.
Inclusive
Act transparently and fairly; build good relationships; and work collaboratively with partners, customers and communities to achieve better outcomes.
- We are open and honest in our approach
- We are clear with our tenants on our feedback approach and how we handle complaints. Our complaint handling includes ensuring we are clear on how we have investigated a complaint and how we have arrived at our findings. We aim to speak to our tenants about the outcome of our investigation so that they have the opportunity to ask us any questions
- When handling complaints, as outlined in our policy we take a constructive approach that applies consistent principles to all complaints, whilst ensuring each complaint is considered on the facts of the individual case. We treat each case justly and without favour or discrimination
- If a complaint relates to the service or actions of one of our contractors, we will share details of the complaint with them to support our investigation and for the purpose of seeking a resolution
- We use the opportunity with all complaints to identify learning which we can take forward to provide improved services for our tenants, as well as actively seeking feedback on how we handle complaints to identify where we can improve what we do
- Our teams also complete inclusivity training including unconscious bias.
Ethical
Act fairly and make choices and decisions by applying principles and values consistently. Challenge unethical practice in a fair and considered way.
- All our staff are expected to act in line with our values and behaviour charter, and are further supported by our Empowerment and Escalation Policy which makes it clear that we will strive to make the best decisions we can. When we make decisions one of the first questions we ask is whether it is in line with our 'Why' (to realise the potential in our communities), and our values
- At Twenty11 we all adopt a #OneTeam approach, which means that when we identify service failure and learning from complaints we can work with colleagues to rectify the matter and seek solutions.
Knowledgeable
Have relevant and up-to-date practical and specialist knowledge as required, understand the bigger picture and have a passion for continuous learning.
- All our staff are trained on our Feedback Policy which is supported with training videos within our learning platform
- All our stem leads and Heads of Service also undertake additional training offered by the Housing Ombudsman Service on Dispute Resolution
- As part of our commitment to learning, all our staff discuss their learning and opportunities to grow during one-to-ones. In addition, all our staff have identified role-essential training that they complete
- Staff also receive additional training and refresher training as necessary
- We know it's important that all our staff have the information they need to support complaint investigations as well as when delivering our services. Our teams have access to a knowledge base called 'KnowledgeSphere' where they can access information on all our policies and procedures.
Skilled
Be equipped with the relevant skills to deliver effective services.
- When recruiting staff, we ensure they have the required skills, knowledge and expertise by carrying out a selection process. Where candidates are lacking in an area, we may still recruit but put in place training and/or a development plan
- For existing staff, we use the one-to-one process for managers to discuss any areas of concern or training and development needs in relation to their ability to deliver an effective service
- Where new requirements are introduced that need new skills, the subject matter expert will work with the GROW team to develop and deliver learning and development to the appropriate staff.
Advocate
Act as an ambassador for the wider housing sector and an advocate for the housing profession.
- This is reflective of our approach as an organisation
- We contribute to government consultations, as well as those from national housing bodies
- We cooperate with the Housing Ombudsman, doing our utmost to exemplify a professional and caring housing provider
- We have extensive connections in our community, and we lead by example in showing what a housing provider can do to help communities thrive
- We participate in sector-wide campaigns on behalf of our tenants and the wider sector
- We attend sector conferences and speak at national events on important issues.
Leadership
Demonstrate leadership, be forward thinking and create opportunities. Find solutions to improve outcomes and demonstrate the ability to adapt to the latest ideas, situations, and change.
- Twenty11 was created as a new housing provider to address some of the challenges being faced by the housing sector. It is a new and different type of housing organisation, specifically set up to respond to modern-day challenges and the desire to provide tenants with more than just a home
- We focus on what really matters - families and households are at the heart of what we do. While an affordable home is so important, we also aim to make a positive impact on people's lives through other ways
- We are flexible in our approach, adapting our services as we need to. We are able to change our priorities to reflect the needs of our tenants, for example during the COVID-19 pandemic and cost of living crisis, to ensure our tenants are well supported.
