Complaints Policy
How a Complaint Can be Made
A complaint can be made in the following ways:
The Complaints Process
A manager or their delegate in the service area concerned deals with complaints.
A response should be made within 5 working days. If the complainant still feels
dissatisfied then a manager will investigate and respond.
Confidentiality
All complaints are treated with confidentiality in mind. Only officers dealing with
complaints in each service area will be aware that a complaint has been received
and is being dealt with. Anonymous requests will be acted upon; however it is better
to provide contact details so that the complainant can be informed of the outcome.
Complaints About Contractors
RDF recognises complaints regarding its own operatives / contractors, and any organisation
contracted to work for RDF, and will seek to resolve such complaints. These complaints
are useful to guide learning in future service delivery and contractual arrangements,
and feedback on performance is given to contractors on a regular basis.
Equalities Statement
RDF aims to handle all complaints fairly and honestly regardless of who makes a
complaint. RDF treats all members of the community equitably and will not show bias
to any particular individual or group.
Matters that are Outside the Policy
The following matters are not included in this policy:
- Complaints which are subject to legal proceedings Requests for service
Monitoring Satisfaction and Performance
It is important to monitor the effectiveness of the corporate complaints system
and determine which areas may be under represented in terms of complaints awareness.
Conclusion
This complaints policy is a practical means by which RDF can demonstrate its determination
to effectively deal with complaints, in a fair and honest way, for all occupants,
residents, tenants and sub- contractors / contractors.