Residents complaints procedure

Purpose and scope

Herring House Trust exists to serve the needs of single homeless people. Residents who have cause to complain should follow this procedure. This procedure is there to make sure that complaints are dealt with fairly and thoroughly. The process is confidential which means that what you say will only be passed on to someone who needs to be involved.

Hostel

1. Discuss your complaint(s) with a Hostel Support Worker on duty.
2. If you are not satisfied with the response, please put your complaint in writing and leave for the Client Services Manager. If you find this difficult, staff will assist you or you can make an appointment for a meeting.
3. On receipt of the initial complaint the Client Services Manager will appoint a designated staff member to collate all the information needed for a thorough investigation. The results of the investigation will be reported back to the client when completed.
4. If the problem still remains the Client Services Manager will appoint a member of staff to further investigate your complaint, and a report of the circumstances will be considered by the Management Committee of Herring House Trust which meets every month. Following the meeting the Client Services Manager will ensure you are informed of the Committee decision.
5. Herring House Trust is registered with the Housing Corporation as a Registered Social Landlord and as such you have a right to complain to The Independent Housing Ombudsman Scheme. If you are a resident at the Hostel you may wish to complain direct to:
   Independent Housing Ombudsman
   Norman House, 105-109 Strand, London WC2R 0AA

Community Support Schemes (CSS)

1. Discuss you complaint(s) with the CSS Worker on duty.
2. If you are not satisfied with the response, please make an appointment to see the Client Services Manager. If you wish, you may be accompanied by a friend when this interview takes place.
3. If problems still remain the Client Services Manager will appoint a member of staff to fully investigate your complaint, and a report of the circumstances will be considered by the Management Committee of Herring House Trust which meets every month. Following the meeting the Manager will ensure you are informed of the Committee decision.
4. Herring House Trust is registered with the Housing Corporation as a Registered Social Landlord and as such you have a right to complain to The Independent Housing Ombudsman Scheme. If you are a resident at one of Herring House Trust Halfway Houses you may wish to complain direct to:
   Independent Housing Ombudsman
   Norman House, 105-109 Strand, London WC2R 0AA

Complaints Analysis

Our aim is to respond to complaints immediately, the above procedure will be followed and a resolution found. In addition to this the Senior Management Team reviews all documented complaints on a six monthly basis to ascertain:

• If the complaint has been investigated appropriately;
• If the outcome of the investigation has been actioned appropriately;
• If a follow-up review has been undertaken where necessary;
• If there are any recurring issues that need to be addressed at an organisational level.

All analysis results are fed back to the Herring House Trust Management Committee where appropriate.