JMHA Complaint Policy

What is a complaint?

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by JMHA, its staff, or those acting on its behalf, affecting a resident or group of residents.

• We haven’t met our service standards
• We have done something we shouldn’t have done
• You are unhappy with how something has been dealt with
• We have taken too long to respond to you
• You are unhappy with how a staff member has treated you
• We have not met the Housing Ombudsman’s Complaint Handling Code

What isn't a complaint?

A service request is a request for JMHA to take action to put something right. A service request is not a complaint, but if you are dissatisfied with how we respond to or handle that service request, you can make a complaint even if the service request is still ongoing.

Some things are not complaints, such as:

• Asking for information about one of our services
• Asking us to deal with the actions of others, for example letting us know about anti-social behaviour for the first time
• A matter where legal proceedings have started. This means that a Claim Form and Particulars of Claim have been filed at court
• Asking for information under the Data Protection Act
• If you are unhappy with a decision where there is already a process for challenging that decision or an appeals process already in place

Each case will be considered on its individual merits. If JMHA decides not to accept a complaint, we will explain our reasons to you and tell you about your right to ask the Housing Ombudsman Service to consider that decision.

We will normally accept complaints where the issue occurred, or where the resident became aware of the issue, within the previous 12 months. We will consider whether to accept complaints outside this period where there are good reasons for doing so.

Examples of what isn’t a complaint:

• Reporting there is a leak in your home that needs fixing. This is not a complaint but could be one if we didn’t fix this quickly.
• Reporting your neighbour is playing loud music. This isn’t a complaint but could be if you were unhappy about how we dealt with it.
• Asking us for more information about one of our policies. This isn’t a complaint but could be if we don’t get back to you quickly or give you the wrong information.

We are committed to providing a high-quality service to the customers and communities we serve. However, we recognise that sometimes things can go wrong and this guide explains how you can make a complaint.

Anyone that already gets a service from JMHA, asks for one or is affected by what we do can make a complaint. You can do this for someone, for example if you’re a family member, friend, advocate, or adviser.

How to Make a Complaint?

There are several ways to make a complaint. You can:

• Call us on 0333 456 4737 or contact us via the JMHA contact page
• Contact us using the appropriate tenant contact details provided by JMHA
• Write to us at PO Box 721, Rochdale, OL16 9PD

You do not have to use the word “complaint” for us to treat your concerns as a complaint.

What happens when you make a complaint?

JMHA operates a two-stage process

Stage 1

Stage 1 complaints are overseen by:

Mark Camden-Clarke - Founder & Managing Director / Complaint Officer

We will acknowledge your complaint within 5 working days.

We will:

• Confirm our understanding of your complaint
• Ask any questions needed to help us understand the issues
• Explain the Stage 1 complaints process
• Keep you informed where appropriate
• Provide our Stage 1 response within 10 working days of acknowledgement
• If additional time is required because of the complexity of the complaint, we will explain the reason and tell you when you can expect our response. Any extension will normally be no more than a further 10 working days. We will also provide the contact details of the Housing Ombudsman Service.

Our written response will explain:

• the complaint stage
• the complaint definition
• our decision and the reasons for our decision
• any remedy offered
• any outstanding actions and we will keep you appropriately updated on their progress
• details of how to escalate the complaint if you remain dissatisfied

A complaint response will be issued once JMHA is in a position to answer the complaint. Any outstanding repairs or remedial actions will be monitored separately until they are completed and will not delay closure of the complaint response, and we will keep you appropriately updated on their progress.

What happens if I am still unhappy?

Stage 2 is JMHA's final response to your complaint.

If you remain dissatisfied with the Stage 1 response, you can ask for your complaint to be considered at Stage 2.

You do not have to explain your reasons for requesting a Stage 2 consideration.

Stage 2 complaints are reviewed by:

Jovita Camden-Clarke - Complaints Review Director / Member Responsible for Complaints

We will acknowledge a Stage 2 request within 5 working days.

We aim to provide our Stage 2 response within 20 working days of acknowledgement.

If additional time is required because of the complexity of the complaint, we will explain the reason and tell you when you can expect our response. Any extension will normally be no more than a further 20 working days. We will also provide the contact details of the Housing Ombudsman Service.

Our Stage 2 response will explain the complaint stage, the complaint definition, our decision and the reasons for our decision, any remedy offered, any outstanding actions, and how to refer your complaint to the Housing Ombudsman Service if you remain dissatisfied.

Help with making a complaint

If you need help making a complaint, you may ask a representative, advocate, Member of Parliament or local councillor to assist you.

You can also contact the Housing Ombudsman for independent advice and support at any stage of the complaints process.

The Housing Ombudsman Service

The Housing Ombudsman Service is an independent organisation that investigates complaints. You can get in touch with the Housing Ombudsman at any stage for help.

The Housing Ombudsman can investigate your complaint once you have completed both stages of JMHA's complaints process and received our Stage 2 final response.

You should normally refer your complaint to the Housing Ombudsman within 12 months of the date of JMHA's Stage 2 final response.

You can also contact the Housing Ombudsman during the complaints process for advice and support, including if JMHA is not responding within the required timescales.

You can get in touch with the Ombudsman by:

• Going online at Make a complaint - Housing Ombudsman
• Calling them on 0300 111 3000

Other useful information and downloads:

• Complaints, Feedback & Housing Ombudsman