Customer Feedback Policy

Version history

Version Notes Date
2 Updated to include dealing with persistent and vexatious customers.  
2.1 Updated to include preferred definition of the Housing Ombudsman.  
2.2 Updated to remove appendices and reference to persistent and vexatious behaviour – which is now included in the Unacceptable Behaviour Policy.  
2.3 Updated to remove reference to ‘designated person’ for housing complaints.  
2.4 Wording updated to reflect improvements to complement the Housing Ombudsman’s complaint handling code.  
3 Updated to reflect the Housing Ombudsman and Local Government and Social Care Ombudsman aligned complaint handling code. October 2024
3.1

Updated following feedback from Leading NK

  • inclusion of and/or to definition of service request.
  • inclusion of reference to Overview & Scrutiny & Tenant Liaison policy.
  • minor updates to Role & Responsibilities.
  • change North Kesteven District Council to The Council after the first reference.
  • addition of ‘put things right’ in to remedies and role of ‘The Council’.
  • amendments made to references about reporting in line with the Council's quarterly Performance Management Reporting arrangements.
November 2024
Additional KPI measures added following request from Assistant Director and reference to the Consumer Standards of the Regulator for Social Housing and Housing Ombudsman complaint code. December 2024

Current policy

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