Complaints Handling Policy

1. Scope

This policy sets out APL’s approach to managing complaints.

This policy applies to all APL residents and any individual or group affected by the services APL provides.

2. Aims and Objectives

APL aims to provide a good and reliable service to all its clients and to treat all feedback as a learning opportunity to improve services.

APL is committed to responding promptly and courteously to all expressions of dissatisfaction and delivering a high standard of service to ensure that actions are carried out as quickly as possible and that communication is timely and accurate.

3. Key terms and definitions

We define a complaint as:

‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the

organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.

The word ‘complaint’ does not have to be used for it to be treated as such. A complaint that is submitted via

a third party or representative will be handled in line with the complaints policy.

4. Policy

APL positively welcomes feedback in the form of complaints from anyone who is affected by a service we provide or decision taken by us including:

Residents named on an APL tenancy for any of our
Any third party adversely affected by our actions or decisions
Any person acting on behalf of a resident with their consent for example a family member, neighbour, advice agency, member of parliament, councillor or the Housing Ombudsman.

A complaint may be also made in the form of a petition. The complaint will be dealt with following the normal complaints procedure, on the address of the first signatory only. The petition will be treated as one complain and all correspondence will be addressed to the first signatory. If the complaint reaches stage two of our complaints process and a panel meeting is convened, the first signatory may attend the complaints panel with one other signatory. Details of the outcome of the complaint will be copied to each signatory on the petition once it has been resolved.

When an expression of dissatisfaction is received, we would first look to resolve the matter locally via our Customer Service Department or by the relevant Contract Manager

Arpeggio Complaints Resolution Procedure

Arpeggio Properties Limited care’s about the standards of housing management services we provide and make every effort to ensure high standards. We also aim to continuously improve as an organisation and are committed to involving and listening to our customers on all aspects of our services that we deliver.

If our services do not meet your standards, or you feel we have got something wrong, we would like to know about it. This will allow us to address your issue but also learn from it and continually improve as an organisation.

This document explains our complaints procedure and how you can make a complaint.

A complaint is defined as:

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents”

A complaint is where you feel:

We have failed to provide a service
We have delayed in providing a service
We have failed to take action following initial contact
We missed an appointment without notice or explanation
We failed to comply with a procedure
We provided an unfair service
We got something wrong

The word ‘complaint’ does not have to be used for it to be treated as such. A complaint that is submitted via a third party or representative will be handled in line with the complaints policy.

Example complaints may be:

A repair not being completed to a satisfactory standard or within a satisfactory timescale
Mistakes being made in the calculation of your rent that we have failed to correct
We have failed to keep to a pre-arranged appointment, without any notice or explanation

What we don’t class as a complaint:

The following are examples of what we would not normally treat as a complaint, unless you feel we have failed to deal with the issue to your satisfaction:

A request for a service, such as the first report of a repair
Reports of anti-social behaviour or nuisance
Where legal or regulatory action has already been taken and a determination made
Insurance claims and appeals including damage to personal possessions and personal injury accidents which should be referred to the relevant insure
Matters that have been determined under another APL policy appeal process (e.g. internal transfer applications or a Housing Ombudsman determination)
The amount of service charge or rent increase set in line with APL

COMPLAINT RESOLUTION PROCEDURE

Arpeggio Properties Limited aim’s to provide the highest level of customer service. In the event, however, that we fail to deliver a satisfactory quality of service then we would like to hear from you. We shall do our utmost to resolve any issue in a fair & honest manner and, hopefully, to your satisfaction.
We have a formal procedure in place designed to resolve customer complaints as follows:

Stage 1 – Complain to the Customer Service Department

If you are dissatisfied with an aspect of our service, please address your complaint to the Customer Service Department. Receipt of your correspondence will be acknowledged and logged within 5 working days.

Email complaints@arpeggioproperties.co.uk Or in writing at:-

Arpeggio Properties Limited Cotton Court Business Centre

Cotton Court

Church Street

Preston, PR1 3BY

An internal investigation will be instigated, the findings of which will be forwarded to you within 10 working days of receipt of your initial correspondence. If we require more than 10 working days we will advise you accordingly.

If the complaint is about a Customer Service Department team member, the complaint will be investigated, and a response sent, by their line manager.

The Customer Service Manager’s letter will explain to the customer:

The decision on the complaint and how that decision was reached
Any action that APL will take as a result of the complaint
How the customer can escalate their complaint if they are unhappy with the decision

Stage 2 – Complain to a Contract Manager

Should you remain dissatisfied following the Customer Service Departments investigation you may refer your complaint to the relevant Contract Manager who will investigate the situation afresh and provide a written response within 20 working days of receiving your correspondence:

Email: complaints@arpeggioproperties.co.uk

Or in writing at:

Contract Manager
Arpeggio Properties Limited
Cotton Court Business Centre
Church Street
Preston,
PR1 3BY

Receipt of your complaint will be acknowledged within 5 working days.

Complain to a Regulatory Body

Should you still remain dissatisfied with the outcome of your complaint, you have the right to take your complaint to the Housing Ombudsman at the below address:

The Housing Ombudsman Housing Ombudsman Services PO Box 152

Liverpool L33 7WQ Tel: 0300 111 3000

Email: info@housing-ombudsman.org.uk. Web: www.housing-ombudsman.org.uk

Please be aware that you have up to 12 months from the date you receive our final response to refer your complaint to the Ombudsman in writing, although it is preferable that you do so as soon as possible if you wish to pursue your complaint further.

Our Timescales

The timescales we work to for dealing with complaints reflect best housing practice and are set to allow time for a thorough investigation to be completed and a suitable response communicated within a realistic and acceptable timescale.

In extraordinary circumstances, and only when a complaint requires extensive investigation, we may contact you to discuss the progress of the investigation and will then agree a more practical timescale to resolve your complaint.

Complaints Handling Self Assessment

Appendix A: Self-assessment form

This self-assessment form should be completed by the complaints officer and it must be reviewed and approved by the landlord’s governing body at least annually.

Once approved, landlords must publish the self-assessment as part of the annual complaints performance and service improvement report on their website. The governing body’s response to the report must be published alongside this.

Landlords are required to complete the self-assessment in full and support all statements with evidence, with additional commentary as necessary.

We recognise that there may be a small number of circumstances where landlords are unable to meet the requirements, for example, if they do not have a website. In these circumstances, we expect landlords to deliver the intentions of the Code in an alternative way, for example by publishing information in a public area so that it is easily accessible.

Section 1: Definition of a complaint

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
1.2	A complaint must be defined as: ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’	Yes	Complaints policy and Complaints resolution procedure	The recommended universal definition of a complaint is included within the Complaints policy and Complaints resolution procedure
1.3	A resident does not have to use the word ‘complaint’ for it to be treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.	Yes	The Complaints policy and Complaints Resolution Procedure	The Complaints policy and resolution procedure advise that the complainant does not have to use the word “complaint” when expressing dissatisfaction. A third-party representative e.g. next of kin, social worker can act on a resident’s behalf if written consent has been provided by the resident in line with GDPR.
1.4	Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly.	Yes	The Complaints policy	Systems record all service requests and a full audit trail is maintained all the way to completion. A full history of all service delivery is retained on the systems.
1.5	A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains.	Yes	The Complaints policy and Complaints Resolution Procedure	Where an issue can be quickly resolved it will be recorded on the CRM . A works order will be created for first service requests as these are not service failures. Failure to respond to a service request and/or dissatisfaction with the outcome of a General Enquiry, will result in the issue being escalated to a complaint.
1.6	An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents can complain.	No		Information is not currently included in the survey feedback forms on how residents can make a complaint if they are dissatisfied. ACTION: How to make a complaint section to be included on Tenant Satisfaction Measure survey forms.

Section 2: Exclusions

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
2.1	Landlords must accept a complaint unless there is a valid reason not to do so. If landlords decide not to accept a complaint they must be able to evidence their reasoning. Each complaint must be considered on its own merits	Yes	Complaints policy	All complaints will be accepted unless the matter being raised is not covered under the Complaints policy section 5.10
2.2	A complaints policy must set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to residents. Acceptable exclusions include: · The issue giving rise to the complaint occurred over twelve months ago. · Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court. · Matters that have previously been considered under the complaints policy.	Yes	Complaints policy	Examples of matters not considered to be a complaint: · A request for a service, such as the first report of a repair · Reports of anti-social behaviour or nuisance · Where legal or regulatory action has already been taken and a determination made · Insurance claims and appeals including damage to personal possessions and personal injury accidents which should be referred to the relevant insurers
2.3	Landlords must accept complaints referred to them within 12 months of the issue occurring or the resident becoming aware of the issue, unless they are excluded on other grounds. Landlords must consider whether to apply discretion to accept complaints made outside this time limit where there are good reasons to do so.	Yes	Complaints policy and Complaints resolution procedure	All complaints will be accepted unless the matter being raised is not covered under the Complaints policy section 5.10
2.4	If a landlord decides not to accept a complaint, an explanation must be provided to the resident setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell the landlord to take on the complaint.	Yes	Complaints policy and Complaints resolution procedure	If a complaint is not accepted a detailed explanation will be provided within 10 working days – stage one. The Complaints resolution procedure includes information on how to complain to a regulatory body( HOS) if a resident is dissatisfied with the response provided.
2.5	Landlords must not take a blanket approach to excluding complaints; they must consider the individual circumstances of each complaint.	Yes	Complaints policy and Complaints resolution procedure	All complaints will be accepted unless the matter being raised is not covered under the Complaints policy section 5.10. All complaints are assessed individually on their own merit per the policy and resolution procedure.

Section 3: Accessibility and Awareness

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
3.1	Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of residents who may need to access the complaints process.	Yes	Complaints policy	Residents can make a complaint using a range of channels including email, phone, in writing, face to face per the Complaints Policy
3.2	Residents must be able to raise their complaints in any way and with any member of staff. All staff must be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the landlord.	Yes	Complaints policy and Complaints resolution procedure	Residents can make a complaint using a range of channels including email, phone, in writing, face to face per the Complaints Policy
3.3	High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process. Low complaint volumes are potentially a sign that residents are unable to complain.	Yes	Complaints policy and Complaints resolution procedure	The ability for customers to complain is well publicised along with the various channels that they can use. All complaints are accepted and followed through in terms of the procedure laid out in the Resolution policy.
3.4	Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the two stage process, what will happen at each stage, and the timeframes for responding. The policy must also be published on the landlord’s website.	Yes	Complaints policy and Complaints resolution procedure	The Complaints policy and Complaints resolution procedure are available to view on- line, can be sent as a PDF or a paper copy can be posted on request. The complaint stages and expected response timeframes are outlined within the policy/procedure.
3.5	The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.	Yes	Complaints policy	The Complaints policy, Complaint resolution procedure and Complaint handling code self- assessment is available online. Action: Links to the Complaints policy, Complaints resolution procedure and handling self-assessment code added to Welcome Pack.
3.6	Landlords must give residents the opportunity to have a representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the landlord.	Yes	Complaints policy and Complaints resolution procedure	Customers are informed per the complaints policy and the resolution procedure.
3.7	Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint.	Yes	Complaints policy and Complaints resolution procedure	When complaints are received, complainants are provided with contact information for the Ombudsman

Section 4: Complaint Handling Staff

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
4.1	Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.	Yes	Complaints policy and Complaints resolution procedure	Directors are responsible for the overall effective operation of the Complaints policy and resolution procedure. A Team Manager / Leader are responsible for ensuring that complaints are dealt with in accordance with The Complaints Policy and Procedure. For example acknowledgment, log, investigate, respond – Stage one
4.2	The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.	Yes	Complaints policy and Complaints resolution procedure	Case Managers have completed internal training to gain further knowledge of the appropriate ways to manage complaints and residents that are dissatisfied with the service received.
4.3	Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively	Yes	Complaints policy and Complaints resolution procedure	Case Managers assigned to complaints have full authority and autonomy to act on behalf of the business. Support from staff at all levels within all departments helps to ensure complaints are resolved within the recommended time frames. Resident feedback and continuous monitoring show that complaints are dealt with in a fair and honest manner. Learnings review meetings are held at a senior level. Case Managers deal with distressed and upset residents in a calm and respectful manner, it is in the best interest of all involved to resolve any complaints when they are reported if possible.

Section 5: The Complaint Handling Process

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
5.1	Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain.	Yes	Complaints policy and Complaints resolution procedure	Evidence provided in the related policy and procedure.
5.2	The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion.	Yes	Complaints policy and Complaints resolution procedure	No reference is made to any other stages in the process.
5.3	A process with more than two stages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman.	Yes	Complaints policy and Complaints resolution procedure	A two stage process is adopted per the policy
5.4	Where a landlord’s complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes.	Yes	Complaints policy and Complaints resolution procedure	The process around the complaints resolution remains as per the policy irrespective of who carries out the process.
5.5	Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.	Yes	Complaints policy and Complaints resolution procedure	All third parties work with the same policies and procedures to ensure consistency in the way customer complaints are dealt with.
5.6	When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as “the complaint definition”. If any aspect of the complaint is unclear, the resident must be asked for clarification.	Yes	Complaints policy and Complaints resolution procedure	Once a complaint is received by the Customer Service Team it is issued to the relevant departments Case Manager. The complaint is logged on the complaint’s management tracker as “Active” and a folder is created to record any supporting documentation. All communication is also added to the CRM system to advise other staff members of the current complaint status and what actions has been taken to resolve the matter. Acknowledgments are sent within 5 working days of receipt.
5.7	When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear.	Yes	Complaints policy and Complaints resolution procedure	Clarified in the complaints policy
5.8	At each stage of the complaints process, complaint handlers must: a. deal with complaints on their merits, act independently, and have an open mind; b. give the resident a fair chance to set out their position; c. take measures to address any actual or perceived conflict of interest; and d. consider all relevant information and evidence carefully.	Yes	Complaints policy	This is reflected in the Complaints policy section 5.0
5.9	Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident suitable intervals for keeping them informed about their complaint.	Yes	Complaints policy and Complaints resolution procedure	Evidenced in the Complaints Resolution procedure/
5.10	Landlords must make reasonable adjustments for residents where appropriate under the Equality Act 2010. Landlords must keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review.	Yes	Complaints policy and Complaints resolution procedure	Evidenced in the Complaints Resolution procedure/
5.11	Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code.	Yes	Complaints policy and Complaints resolution procedure	The complainant will be provided with a full explanation if a complaint is not escalated through all stages. Reasons that a complaint may not be accepted are outline in section 5.10 of the Complaints policy. In addition, the following examples may result in a complaint not being escalated. · a satisfactory explanation has been provided by the complaints team. · the complainant’s conduct causes reason for concern · the complaint concerns a business decision and/or action which is in accordance with legislation and/or policy and procedure If the complainant remains dissatisfied, they will be advised of their right to complain to the Housing Ombudsman.
5.12	A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys.	Yes	Complaints policy and Complaints resolution procedure	All formal complaints and correspondence are recorded on a complaint management tracker. A record of the complaint is also logged on our CRM.
5.13	Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation.	Yes	Complaints policy and Complaints resolution procedure	Ideally complaints will be resolved informally at first contact, where this is not possible the Case Manager will be transparent about what the expected outcome will be and access if urgent action is required e.g. health and safety concern.
5.14	Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be able to evidence reasons for putting any restrictions in place and must keep restrictions under regular review.	Yes	Complaints policy	This is included in the Anti-Social Behaviour Policy section 5.0
5.15	Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrate regard for the provisions of the Equality Act 2010.	Yes	Complaints policy	This is included in the Anti-Social Behaviour Policy section 5.0

Section 6: Complaints Stages

Stage 1

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
6.1	Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.	Yes	Complaints policy and Complaints resolution procedure	The Complaints Procedure outlines the expected response timescale for stage one. If a complaint cannot be resolved within the agreed timescales, the resident will be updated with the likely timescales for response and an explanation for the cause of delay
6.2	Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days of the complaint being received.	Yes	Complaints policy and Complaints resolution procedure	Set out in policy for stage 1
6.3	Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.	Yes	Complaints policy and Complaints resolution procedure	Set out in policy for stage 1
6.4	Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident.	Yes	Complaints policy and Complaints resolution procedure	Set out in policy for stage 1
6.5	When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.	Yes	Complaints policy and Complaints resolution procedure	Set out in policy for stage 1
6.6	A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.	Yes	Complaints policy and Complaints resolution procedure	An informal resolution and apology should be immediate where possible. If a complaint is upheld or partially upheld, information is given the actions that will be taken to address the issue.
6.7	Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.	Yes	Complaints policy and Complaints resolution procedure	The Stage one letter response template instructs the Case Manager to detail reasons for the decision by setting out the facts and the conclusions regarding all points raised
6.8	Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.	Yes	Complaints policy and Complaints resolution procedure	All aspects of any complaint, no matter when they are raised are incorporated into any response to the customer
6.9	Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language: a. the complaint stage; b. the complaint definition; c. the decision on the complaint; d. the reasons for any decisions made; e. the details of any remedy offered to put things right; f. details of any outstanding actions; and g. details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.	Yes	Complaints policy and Complaints resolution procedure	The Stage one response letter template includes the required information.

Stage 2

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
6.10	If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response.	Yes	Complaints policy and Complaints resolution procedure	This information is included in the Complaints Resolution Procedure, stage two
6.11	Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working days of the escalation request being received.	Yes	Complaints policy and Complaints resolution procedure	Process laid out in the policy and resolution procedure.
6.12	Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response.	Yes	Complaints policy and Complaints resolution procedure
6.13	The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1.	Yes	Complaints policy and Complaints resolution procedure	Case Manager deals with stage one and then a member of the Senior Management deals with stage two.
6.14	Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged.	Yes	Complaints policy and Complaints resolution procedure	Process and timelines set out in the resolution procedure.
6.15	Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 20 working days without good reason, and the reason(s) must be clearly explained to the resident.	Yes	Complaints policy and Complaints resolution procedure	As laid out in the policy and resolution procedure.
6.16	When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.	Yes	Complaints policy and Complaints resolution procedure	As laid out in the policy and resolution procedure.
6.17	A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.	Yes	Complaints policy and Complaints resolution procedure	As laid out in the policy and resolution procedure
6.18	Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.	Yes	Complaints policy and Complaints resolution procedure	As laid out in the policy and resolution procedure
6.19	Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language: a. the complaint stage; b. the complaint definition; c. the decision on the complaint; d. the reasons for any decisions made; e. the details of any remedy offered to put things right; f. details of any outstanding actions; and g. details of how to escalate the matter to the Ombudsman Service if the individual remains dissatisfied.	Yes	Complaints policy and Complaints resolution procedure	A copy of the Complaints policy and Complaints resolution procedure is sent with every acknowledgment of complaint
6.20	Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.	Yes	Complaints policy and Complaints resolution procedure	As laid out in the policy and resolution procedure

Section 7: Putting things right

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
7.1	Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include: · Apologising; · Acknowledging where things have gone wrong; · Providing an explanation, assistance or reasons; · Taking action if there has been delay; · Reconsidering or changing a decision; · Amending a record or adding a correction or addendum; · Providing a financial remedy; · Changing policies, procedures or practices.	Yes	Complaints policy and Complaints resolution procedure	Our Complaint response always outlines actions taken and actions to be taken to put things right. During the year there are regular learning from complaints’ meetings and root cause analysis investigations.
7.2	Any remedy offered must reflect the impact on the resident as a result of any fault identified.	Yes	Complaints policy and Complaints resolution procedure	The Compensation, Remedies and Reimbursement policy sets out a range of remedies that may be considered
7.3	The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion.	Yes	Complaints policy and Complaints resolution procedure	All resolution letters clearly outline our proposed remedy, where compensation is agreed, this is followed through for payment. However, if further works are required a works order will remain open on the CRM with scheduled updates until completed.
7.4	Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.	Yes	Complaints policy and Complaints resolution procedure	This is considered during the investigation of the complaint at each stage, and clarified within the Compensation, Remedies and Reimbursement policy.

Section 8: Self-assessment, reporting and compliance

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
8.1	Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include: a. the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements. b. a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept; c. any findings of non-compliance with this Code by the Ombudsman; d. the service improvements made as a result of the learning from complaints; e. any annual report about the landlord’s performance from the Ombudsman; and f. any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.	Yes	Annual self assessment	Self-assessment carried out on an annual basis and reported to the Board.
8.2	The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this.	Yes	Annual self assessment	All self-assessments will be reported to the Board The self-assessment will be published on the corporate website. The self-assessment will be included in the Housing Service’s annual report.
8.3	Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.	Yes	Annual self assessment	Compliance with the code’s requirements will be adhered to
8.4	Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.	Yes	Annual self assessment	Compliance with the code’s requirements will be adhered to
8.5	If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website Landlords must provide a timescale for returning to compliance with the Code.	Yes	Annual self assessment	Compliance with the code’s requirements will be adhered to

Section 9: Scrutiny & oversight: continuous learning and improvement

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
9.1	Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint.	Yes	Complaints policy and Complaints resolution procedure Annual self assessment	Evidence in the annual self assessment and reporting as well as the Complaints policy
9.2	A positive complaint handling culture is integral to the effectiveness with which landlords resolve disputes. Landlords must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery.	Yes	Complaints policy and Complaints resolution procedure Annual self assessment	Evidence in the annual self assessment and reporting as well as the Complaints policy
9.3	Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents’ panels, staff and relevant committees.	Yes	Complaints policy and Complaints resolution procedure Annual self assessment	Evidence in the annual self assessment and reporting as well as the Complaints policy
9.4	Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.	Yes	Complaints policy and Complaints resolution procedure Annual self assessment CEO	Evidence in the annual self assessment and reporting as well as the Complaints policy. CEO to take lead on assessing any changes required as a result of any boarder themes emerging from the complaints
9.5	In addition to this a member of the governing body (or equivalent) must be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints (‘the MRC’).	Yes	Complaints policy and Complaints resolution procedure Annual self assessment CEO and lead non-exec director
9.6	The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord’s complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.	Yes	Complaints policy and Complaints resolution procedure Annual self assessment CEO	Evidence in the annual self assessment and reporting as well as the Complaints policy
9.7	As a minimum, the MRC and the governing body (or equivalent) must receive: a. regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance; b. regular reviews of issues and trends arising from complaint handling; c. regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and d. annual complaints performance and service improvement report.	Yes	Complaints policy and Complaints resolution procedure Annual self assessment CEO	Evidence in the annual self assessment and reporting as well as the Complaints policy
9.8	Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to: a. have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments; b. take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and c. act within the professional standards for engaging with complaints as set by any relevant professional body.	Yes	Complaints policy and Complaints resolution procedure Annual self assessment CEO	Complaints information and conclusions are shared across all teams with managers reviewing and feeding back regularly to ensure any learning points are incorporated in the day to day management of operations and to embed any learnings at the earliest.

Governing body’s response to Annual Complaints and Service Improvement Report

Arpeggio Properties Limited understands that things can, and do, go wrong. Resident complaints give us an invaluable opportunity to hear concerns, understand experiences, and effectively address issues. This feedback is crucial—it helps us learn, adapt, and improve.

We pride ourselves in ensuring residents have been provided with clear routes of communication to feedback any issues, either to the management team on the ground or directly to our central office. The focus of Arpeggio Properties’ Board is to provide the best services to residents and service users. Members rigorously scrutinise the quality of services, analyse trends, and challenge performance to ensure we are working to the highest standards.

As the Board Lead for Complaints, I am deeply committed to making it easier for residents to raise concerns and ensuring issues are promptly resolved. I recognise the importance of the work of the Housing Ombudsman and the Regulator of Social Housing increasingly holding the sector accountable for the quality of services provided. Our Annual Complaints and Service Improvement Report shows an increase in the number of complaints—a trend that mirrors the reported experience of housing providers across the country.

While we are compliant with the Housing Ombudsman’s Complaints Handling Code, there is always room for improvement. With fellow Board Members, my role is to ensure that Arpeggio Properties is never complacent. We are committed to working closely with residents to understand their concerns and continually improve the quality of our
services. Resident feedback is essential in helping achieve this, and we are dedicated to making meaningful improvements based on residents’ insights.

Simon Berrill, BoardMember

Complaints.2024 Complaints Report