University of Cambridge Housing Services – Tenant Complaints Process.
Overview
1.This describes the Complaints Process and escalation procedures for residents in University Residential properties to ensure that complaints are dealt with sensitively, fairly and promptly. As a customer focussed organisation, the purpose of which is to support the attraction and retention of staff, it is expected that Housing Services staff will be honest and transparent with residents and treat them with respect, irrespective of any potentially challenging circumstances. However, any resident expressing aggressive or abusive behaviour towards Housing Services staff should immediately be reported to a Housing Services Manager.
There is no time limit for raising a complaint. However, complainants are advised to do so as soon as practicable and ideally within three months of the event or events giving rise to the complaint. All complaints will be treated confidentially. A third party (outside the Estates Division) will be only contacted regarding a complaint if the complainant first agrees; in some cases it may not be possible to fully investigate a complaint without contacting third parties who are involved or affected.
Complaints & Escalation Procedure
2. Informal Stage. The informal complaints procedure for all tenants begins by contacting the Area Housing Adviser via email (universityresidences@admin.cam.ac.uk) or in person, to raise the matter of concern. The Housing Adviser should aim to resolve the matter quickly and to the complainant’s satisfaction; ideally resolution to the majority of complaints will be at this informal stage. The appropriate Housing Services Manager must be informed of informal complaints and be advised of progress. If the Housing Adviser is unable to resolve the matter to the satisfaction of the complainant a formal complaint may be raised by the tenant, following the procedure detailed below. If the complainant considers the issue to be too serious for informal resolution, they may commence the process at the Formal Stage 1.
3. Formal Complaint – Stage 1. Complainants will be advised that formal complaints should be raised in writing to a Housing Services Manager who will endeavour to resolve the matter quickly. The complaint should be raised by email (universityresidences@admin.cam.ac.uk) explaining the concern and including any relevant supporting detail. Emails should be titled ‘Formal Complaint – for the Attention of the Housing Services Manager’. The Housing Services Manager should discuss all Stage 1 complaints with the Head of the Accommodation Service who may advise. The Housing Services Manager must acknowledge receipt of the complaint and should endeavour to respond formally within 15 working days, subject to the availability of all necessary information, to explain what action has been taken or is proposed to be taken. If more time is needed to complete an investigation the tenant must be informed.
4. All complaints reaching the formal stage will be issued with a Complaint Number and be logged on the Housing Services Complaints Register, and any new formal complaints will be routinely reported to the appropriate University Designated Housing Body at the next scheduled meeting. Complaints will only be formally closed with the agreement of the complainant or upon completion of the complaint process.
5. Formal Complaint – Stage 2. If the complaint cannot be resolved to the complainant’s satisfaction by the Housing Services Manager, they will be advised that the complaint may be escalated to the Head of the Accommodation Service. In such circumstances the complainant should contact to the Head of the Accommodation Service by email (universityresidences@admin.cam.ac.uk) explaining the nature of the complaint and attaching any supporting documentation, including photographs and other evidence as appropriate. Emails should be entitled ‘Formal Complaint – for the Attention of the Head of the Accommodation Service’. The complainant should be advised to contact the Head of the Accommodation Service as soon as practicable after the event or events giving rise to the complaint, or within two weeks after the Stage 1 response from the Accommodation Service manager has been received.
6. The Housing Services Senior Leadership Team (SLT), which comprises the Head of Housing Services, the Head of the Accommodation Service and the Head of Housing Operations, will convene to consider the complaint and may meet the complainant in person or online to discuss the matter. If it is not possible for all participants to meet together, two members may form the SLT for this purpose, or a nominated replacement may be invited. They will undertake an investigation which may include meetings with others who are involved or affected. Following full consideration of the complaint, the Head of the Accommodation Service will respond in writing within 15 working days, explaining what action the Housing Services SLT has proposed is taken to resolve the complaint. If more time is needed to complete an investigation the tenant will be informed within 15 working days.
7. Formal Complaint – Stage 3. If the complainant is dissatisfied with the decision of the Housing Services SLT, they are advised that they may refer the matter to the relevant University Housing Designated Body (HDB) for review. A referral to the HDB should be made by the tenant in writing to the Head of Corporate Governance (estate.communications@admin.cam.ac.uk) within Estates Division as soon as practicable and no more than one month after the complainant has received the decision of the Housing Services SLT. The HDB may appoint a Review Body of not less than two of its members, or delegated nominees to conduct the review.
8. The Review Body will be convened as soon as reasonably practicable, and a Chair appointed from its membership. The Review Body may require further information or an investigation report on the matter which may involve further correspondence and/or meetings with the complainant. Documentation presented to the members of the Review Body shall be made available to the complainant and to the Housing Services SLT, who shall be entitled to make representations if the Chair of the Review Body deems it appropriate. The Review Body will determine whether they can make a decision with the information provided or whether a formal meeting with the complainant or any other persons is necessary. If a formal meeting is convened, this may take place remotely or in person at the discretion of the Chair. Other persons who are involved or affected may be invited to submit evidence; the complainant, the Housing Services SLT and such other persons may be asked questions by members of Review Body as necessary. The Chair of the Review Body will determine the procedure for the conduct of the formal meeting.
9. The members of the Review Body will seek to make a final decision as to the outcome or actions to be taken as soon as possible. The decision will be confirmed in writing to the complainant and to the Housing Services SLT. Such decision is the final stage of the internal complaints procedure.
External Redress
10. Should the complainant remain dissatisfied with the decision of the Review Body, they should be made aware of the following external redress options:
a. If the complainant is a student, and recourse to the University’s internal complaints procedure above has not resulted in resolution of the complaint to their satisfaction, they may consider pursuing the complaint with the Office of the Independent Adjudicator for Higher Education (OIA), providing the complaint is eligible under its rules. Link: OIA.
b. Any complainant who remains dissatisfied with the outcome of the internal complaints process may also raise the issue externally with the Property Redress Scheme, of which the University is a member. Link: PRS.
