Making a Complaint

Making a Complaint

Alpha Housing is committed to providing exemplary services for our tenants. We want you to be completely satisfied with your home and the services you receive. That is why we welcome feedback, comments, compliments and suggestions.

We recognise that occasionally things do go wrong and you will may need to raise this with us. In many cases, concerns that are raised informally can be quickly and satisfactorily resolved. Where issues cannot be resolved easily or informally, we have a complaints process to enable you raise issues that you are dissatisfied with.

What is a complaint:

A complaint is: ‘An expression of dissatisfaction by a tenant, a stakeholder or one or more members of the public about Alpha Housing’s action or lack of action, or about the standard of service provided by or on behalf of Alpha Housing.’ (Adapted from NIPSO, The Local Government Model Complaints Handling Procedure, 2023).

This could include:

• Failure or refusal to provide a service
• Inadequate quality or standard of service, or an unreasonable delay in providing a service
• Dissatisfaction with a policy or its impact on an individual
• Failure to uphold or apply legal standards when delivering services
• Failure to follow the appropriate administrative process(es)
• Conduct, treatment by or attitude of a member of staff or contractor
• Concern about actions or service of another organisation delivering services on Alpha’s behalf
• Disagreement with a decision, except where there are statutory procedures for challenging those decisions or an established appeals process
• Dissatisfaction with how an element of a decision was administered.

What is not a complaint

The following are not covered by Alpha’s complaints policy and/or are not treated as complaints.

• A first-time routine request for service for example reporting a repair or initial action in relation to anti-social behaviour.
• Tenant/Neighbour disputes (our staff may provide support where possible with matters/issues with neighbours/fellow tenants where breaches of tenancy agreements are present but generally neighbour disputes are between neighbours.)
• An enquiry such as a request for help with your tenancy.
• Issues that have previously been addressed through the complaints process and where we have given you a final complaint response.
• Staff disciplinary matters or staff grievances, these are handled under our HR and Grievance procedures.
• Fraud concerns and investigations.
• Data Subject Rights Requests (including Subject Access Requests)

How to raise a complaint

1. Complete our online form - see opposite
2. Email us at complaints@alphahousingni.org
3. Phone our head office on 028 9078 7750
4. Write to us at Alpha House, 6 Edgewater Road, Belfast, BT3 9JQ

How your complaint is handled

1. There are two parts to our complaints process, Stage 1 and Stage 2. All complaints are initially dealt with at Stage 1.
   1. We will acknowledge your complaint within 3 working days.
   2. The detail of your complaint will be investigated with the relevant department/member of staff.
   3. We may have to contact you for further information.
   4. We will notify you of the outcome and provide a response to your complaint at Stage 1 within 10 working days (unless an extension has been applied).
2. If you are not satisfied by our Stage 1 response you may request the complaint to be reviewed at Stage 2.
   1. We will notify you of the outcome and provide a response at Stage 2 within 20 working days.
3. A Stage 2 complaint response is our final response to any complaint received, if you are dissatisfied with our response at Stage 2 you have the right to refer it to the NI Public Services Ombudsman.

Unreasonable/unacceptable behaviour

We will always strive to listen to all concerns and to find acceptable and practical solutions to any issues that arise.

When issues arise, we understand this can be frustrating and emotions can be involved. We will not consider actions or behaviour as unacceptable simply because you are raising an issue in a determined, frustrated or assertive way. However, we do consider behaviour that is angry, abusive and/or threatening to be unacceptable. To reach a suitable resolution for any issue that arises we ask that you work with us to enable us to achieve this.

Behaviour that we consider is unacceptable includes, but is not limited to:

• Unreasonable levels of contact with staff that affect their ability to carry out their normal tasks and duties.
• Threats of violence, abusive language or behaviour, harassment.
• Recording staff without their permission.
• Unreasonable demands or expectations.
• Refusal to cooperate with the complaints or investigation process.
• Raising vexatious or untruthful complaints.

You may download a full copy of our Complaints Policy here.