Organisational learning from complaints about SHR

Published

10 June 2019

Updated

02 June 2021

Organisational learning from complaints

Purpose

We value complaints because they help to improve. We consider how we can learn from each complaint we receive. We publish on a quarterly basis information on complaints outcomes and actions we have taken to improve.

Process

For more information on how we handle complaints please read our guide.

  • We try to resolve stage one front line complaints within 5 working days.
  • We will consider and give a decision on stage two investigation complaints within no more than 20 working days unless there is a clearly a good reason for needing more time.
  • If, after receiving our final decision, the customer remains dissatisfied with our decision or the way we have handled their complaint, they can ask the SPSO to consider it.
  • A complaint is resolved when both SHR and the customer agree what actions if any will be taken to provide full and final resolutions, without making a decision about whether the complaints is upheld or not upheld.

 

Learning Log 2021/22

 

SHR ref

Quarter

 

Description

Resolved at stage 1

Escalated

 to Stage 2

Resolved at stage 2

Outcome

Outcome, if escalated to SPSO

Description of Learning actions completed

 

 

 

 

 

 

 

 

 

We received no complaints in quarter one 2021/22.

 

Learning Log 2020/21


There were no complaints during Quarter 4 2020/21

SHR ref

Quarter

 

Description

Resolved at stage 1

Escalated

 to Stage 2

Outcome

Outcome, if escalated to SPSO

Description of Learning actions completed

6

Quarter 3

Unhappy with the handling of a complaint about the individual

N/A

N/A

Taken forward as a subject access request

N/A

no

5

Quarter 3

Unhappy about our handling of a statutory intervention

No

Yes

Not upheld

no

no

4

Quarter 2

Unhappy with use of statutory duties in relation to an RSL

n/a

Yes

Not upheld

no

no

3

Quarter 2

Ongoing repair issues with RSL Unhappy with how SHR handled a complaint about the individual

yes

No

Not applicable

no

Advised to follow landlord complains procedures first then the SPSO

2

Quarter 1

Individual unhappy with conduct of SHR Board member

Not applicable

No

Not applicable

No

Individual signposted to the Ethical Standards Commissioner

1

Quarter 1

Unhappy with response time

yes

Not applicable

Not applicable

No

Revision & promotion of complaints register when implementing new complaints handling procedures

Full Year Summary 2020/21

Total Complaints

Stage 1 resolution

Escalated to stage Two

Stage 2 Decisions

Escalated to SPSO

Handled via another route

6

2

2

2 not upheld

0

2*

* one was taken forward as a subject access request and another signposted to the Ethical Standards Commissioner

 

 

Our quarterly learning log for previous years is available via our website archive