Organisational learning from complaints about SHR

Organisational learning from complaints

Updated 2 June 2021

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

 

 

 

 

 

 

 

 

 

To be populated following completion of 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