001.1 – General Statement of Policy

Open Homes Nottingham recognises the need to constantly improve the service it provides to service users. As such, Open Homes Nottingham endeavours to gain feedback from every service user who has used our service, to highlight arrears where improvement is necessary. Open Homes Nottingham accepts that on occasion, for whatever reason, service users may be dissatisfied with the service provided and may wish to file and official complaint.

This policy is for when complaints are made by an individual external to the Open Homes accessing the services.

Should a Volunteer or Staff Member wish to make a complaint themselves, they should see [028.0 Whistleblowing Policy].

001.2 – Guidelines on Complaint Handling

001.2.1 – Volunteers Receiving a Complaint

Should a service user approach a Volunteer with a complaint, they should refer the service user to a Staff Member to receive the complaint. 

001.2.2 – Staff Receiving a Complaint

1. Offer to have a colleague receive the complaint should the complaint involve yourself. 
2. Listen to the complaint calmly without taking anything personally or being drawn into conflict.
3. Establish if you can reasonably address the complaint in the immediate.
4. Offer an apology on behalf of Open Homes Nottingham
5. Establish if the Service User would like to make a formal complaint.
• If so, refer the service user to the [Complaints & Compliments Form]
6. Pass on the complaint to the Project Lead.
7. It is the responsibility of the Project Lead to investigate the complaint, and to take the complaint to the board of Trustees to discuss if necessary, including any required changes to policies.
8. The service user is to be contacted within 14 days of making formal complaint to discuss how their complaint has been handled.

001.3 – Guidelines on Recording Compliments

001.3.1 – Volunteers Receiving a Compliment 

Should a service user approach a Volunteer to offer a exceptional compliment, they should refer the service user to a Staff Member to record the compliment. 

001.3.3 – Staff Receiving a Compliment

1. Establish if the Service User would like to provide a formal compliment.
1. If so, refer the service user to the [Complaints & Compliments Form]
2. Ensure to notify both the Project Lead and Fundraising Officer on the compliment for use in guiding service priorities and potential inclusion in fundraising efforts.