At stage 3 the investigation is taken over by a separate team to the service the customer is complaining about i.e. customer services. The organisation has 20 working days to investigate and respond. Part of the process involves a stage 3 panel which usually comprises of the Head of Service and key staff. The letter is signed off by the Managing Director following its findings and recommendations. Any service improvements identified are then passed to the relevant Director. Gateshead Housing 3 Stage Complaints Process. The steps are Step 1 Informal/problem solving something that can be resolved there and then – Step 2- Investigation investigated by a service manager – Step 3 Review Review of the process carried out by the Managing Director – – Gateshead Housing does have a complaints panel but they look at performance and more recently reviewing some complaints that have been anonymised to look at whether they are satisfied with the response we gave and the way we handled the complaint. Your Homes Newcastle 2 Stage Complaints Process: No tenant involvement. Very similar system to HfN in that if the tenant is unhappy with the resolution they have the opportunity to refer the complaint onto a designated person or the Ombudsman.
At stage 3 the investigation is taken over by a separate team to the service the customer is complaining about i.e. customer services. The organisation has 20 working days to investigate and respond. Part of the process involves a stage 3 panel which usually comprises of the Head of Service and key staff. The letter is signed off by the Managing Director following its findings and recommendations. Any service improvements identified are then passed to the relevant Director. Gateshead Housing 3 Stage Complaints Process. The steps are Step 1 Informal/problem solving – something that can be resolved there and then Step 2- Investigation – investigated by a service manager Step 3 – Review – Review of the process carried out by the Managing Director Gateshead Housing does have a complaints panel but they look at performance and more recently reviewing some complaints that have been anonymised to look at whether they are satisfied with the response we gave and the way we handled the complaint. Your Homes Newcastle 2 Stage Complaints Process: No tenant involvement. Very similar system to HfN in that if the tenant is unhappy with the resolution they have the opportunity to refer the complaint onto a designated person or the Ombudsman.