Compliments & Complaints

A complaint is 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.

Examples of a complaint include:

• something we promised and then failed to do
• unsatisfactory standard of service
• staff member or contractor’s actions/behaviours
• discrimination
• failure to follow a Poplar HARCA policy or procedure.

We will not consider as a complaint anything that:

• can be decided by an alternative process
• happened more than six months ago
• has already been raised as a complaint
• has been referred for legal proceedings
• is about a third party
• is about compliance with law or regulation
• is about Poplar HARCA as an employer.

We follow a ‘Resolve and Review’ approach.

Resolve

• We aim to resolve complaints with an appropriate remedy that puts the person raising the issue back to where they would have been if they hadn’t had to make a complaint.
• We will contact the person raising the issue or lead petitioner within 2 working days of receipt to find out what remedy they want, and agree a timescale for the response.
• The matter will be closed if asked-for information is not received within one calendar month.

Review

• If the person raising the issue or lead petitioner does not agree the remedy is appropriate, we will ask why and what remedy they want, and agree a timescale for the response.
• A 2-person Panel (Director or Assistant Director of service complained about, plus a senior officer from another Directorate and/or resident) will decide whether or not the remedy was appropriate.
• The Panel will decide what information it needs and how the review will be conducted.
• The Panel will decide if the remedy was appropriate. If the decision is it was not, the Panel will advise an alternative. The Panel makes Poplar HARCA’s final decision so further representations will not be considered.
• The matter will be closed if asked-for information is not received within one calendar month.

We consider the effect on the individual when deciding if a remedy should include a payment, including towards any losses or damages.