Complaints Policy

This policy sets out mhs Homes Group’s approach to receiving and handling complaints and ensuring that they are dealt with in a consistent and transparent way. At mhs we welcome both positive and negative feedback to help improve our services. We aim to always give excellent customer service but know that we do not always get things right. This policy outlines what you can do to let us know when you think something has gone wrong, and what you can expect from us in response.

Contents:

  1. Definition of a complaint
  2. Exclusions
  3. Accessibility and awareness
  4. Complaint handling staff
  5. Complaint handling process
  6. Complaint stages
  7. Putting things right
  8. Self-assessment, reporting and compliance
  9. Scrutiny and oversight: continuous learning and improvement

Other key information:

1. Definition of a complaint

1.1 mhs’ definition of a complaint

“an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”

1.2 Accepting dissatisfaction as a complaint

We understand that not everyone will use the word “complaint” when raising a complaint and may show their dissatisfaction in other ways. If you are showing signs of dissatisfaction, we will ask you whether you would like your concerns to be logged as a complaint. 

There are some circumstances where an mhs employee may make a complaint on your behalf. For example, they identify issues with a service you have received, but you are too unwell to raise these yourself.

1.3 Third party complaints

Anyone can make a complaint on your behalf. If you wish to complain on behalf of a third party or someone is raising a complaint on your behalf, then we do require written consent to release information surrounding the details of the complaint.

A member of our Customer Experience Team will arrange for written consent to be received before we can formally respond.

Any issues raised without consent will still be investigated in line with this Policy however mhs will only provide a response once consent is received.

In some circumstances it may not be appropriate to accept written consent, for example from a child or from someone with vulnerabilities impairing their judgement. On these occasions we will exercise discretion and may not accept the written consent. On these cases we will only accept a complaint from a confirmed representative such as a Power of Attorney.

1.4 Non-resident complaints

If we receive a complaint from a non-mhs resident, this will be dealt with through this policy. However, non-mhs complainants do not have the right of appeal to the Housing Ombudsman. 

For example, you own your property and your joining fence to an mhs property has fallen down and repair works not completed. You can raise a complaint about our repairs service, but as we are not your landlord, you will be unable to approach the Housing Ombudsman for independent investigation. You can seek independent legal advice instead.

This is not applicable with non-mhs residents who are complaining on behalf of an mhs resident.

1.5 Service requests

A service request is a request from a resident to their landlord requiring action to be taken to put something right. Whereas a complaint should be raised when a resident is dissatisfied with their response to the service request.

For example, the following we would consider as service requests and not consider under this Complaints Policy:

We will accept a complaint from you if you are dissatisfied with the handling of your service request, for example, you feel we took too long to complete your repairs.

1.6 Survey feedback

If you raise a complaint during a tenant satisfaction measures survey, our survey handler will get this logged as a complaint for you. You will also be given information on how to complain via other methods, to encourage you to report issues as they arise.

If you complete another survey for us, there will be a statement which gives you information on how to complain. If you complain within your survey, it may not be logged as a complaint.

2. Exclusions

2.1 Exclusions – what we will not investigate

We will accept your complaint, unless it meets one of our complaint exclusions. These are:

  • The complaint falls under our definition of a service request rather than a complaint.
  • A complaint about corporate services that are not related to services for customers, such as finance, IT and HR. This is not applicable for complaints about rent or service charges.
  • The issue you are complaining about happened 12 or more months previous. 
  • You have already raised the issue and we are in the process of investigating under this Complaints Policy.
  • You have already raised the issue and a decision was provided to you.
  • If we are your current landlord but the issue you are complaining about resides with a previous landlords’ actions or lack of actions.
  • Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.

2.2 Discretion to exclusions

In some circumstances we will accept complaints, even when they meet an exclusion. We may consider exercising discretion in the following situations. This list is not exhaustive:

  • There is a perceived risk to health and safety.
  • The complaint decision was provided to you, but our Complaint Policy or other relevant guidance has since changed.
  • The issue started over 12 months ago and is ongoing. There is evidence of you reporting the issue in the last 12 months.
  • Due to factors such as seasons, the issue can only be identified every 12 months. 

This will be considered on a case-by-case basis.

2.3 Disrepair claims

Should a disrepair claim be raised with us, as part of the pre-action protocol (under the Housing disrepair claim process – the pre-action protocol is then followed), we will contact you to see if you would like to raise this as a complaint instead.

Should you raise a complaint instead, your disrepair claim will be closed. In the event you are awarded financial redress for your complaint, you will receive 100% of the payment (this is usually subject to deduction of any rent arrears). The financial redress for a complaint originated from a disrepair claim, will be calculated using the same methods had the disrepair case continued.

If you decide not to raise a complaint and continue with your disrepair claim, you cannot raise a complaint about the reasons detailed within the claim at a later stage. You can still raise complaints about unrelated issues.

2.4 What happens when your complaint is not accepted

We will let you know if you raise a complaint, but we have made the decision to exclude it from our complaint process. The Customer Experience Team will contact you back in writing, outlining the following:

  • Provide you with an explanation why the issues you have raised are excluded from the complaints process.
  • Confirmation that the Customer Experience Team will not be investigating your concerns under the Complaints Policy.
  • Details of the Housing Ombudsman and your right to raise this exclusion decision with them.
  • Details of any actions we have taken, such as raising with another service for information and / or action.
  • If it is a service request, then details on how to raise the service requests directly with the service in future.

Should the Housing Ombudsman review a decision to exclude a complaint and find that we should have investigated the complaint in line with our complaint policy, then we will over-ride our original decision and log the complaint.

3. Accessibility and awareness

3.1 Where to complain

You can raise a complaint using the following methods:

  • Report your complaint through My Account.
  • On the mhs website Feedback, compliments and complaints | mhs homes.
  • Email complaints@mhs.org.uk.
  • Call us on 01634 565333.
  • Face to face with any mhs employee or contractor working on our behalf.
  • Write to: MHS Homes, Broadside, Leviathan Way, Chatham Maritime, Chatham, ME4 4LL. For the attention of the Customer Experience Team.
  • In person by visiting us at our office.
  • On social media.

Please note that if you visit us in person, a member of the Customer Contact Team will meet you to obtain the complaint information only. They will be unable to answer your complaint there and then.

3.2 Reasonable adjustments requests

We are committed to ensuring that no one is at a disadvantage when accessing our services. We will accept reasonable adjustment requests that support you with our complaints process. A few examples could be:

  • Large print letters.
  • Verbal communication through phone calls or home visits.
  • Translating.

Please contact the Customer Experience Team, in the method that suits you best, to discuss what request you would like to be considered.

We will also contact any complainant that has disclosed vulnerabilities on their housing file or within their complaint, to ensure we are contacting them in a method that suits them best. 

3.3 Social media

If you raise a complaint on our social media channels, then we will ask you to private message us with the details. This is to ensure we meet our Privacy Notice.

Should you not provide details privately, then it is unlikely we will be able to log your complaint and offer you a full response.

Please see our Social Media Policy - Social media policy | mhs homes or Privacy Notice Privacy Notice | mhs homes for more details.

3.4 Publicising complaints

We will publicise our Complaints Policy on our website. A link to the Complaints Policy will also be provided at each response stage. If you would like a copy of our Complaint Policy sent to you by post, then please let us know.

A leaflet detailing our complaints process and the Housing Ombudsman’s details, can be found here: Complaints leaflet (mhs.org.uk).

The leaflet may be handed out in the following scenarios:

  • A new letting.
  • At an engagement event.
  • At our reception area.
  • By staff when visiting your property.

If you would like a leaflet, then let us know and we will post one to you.

Communal areas with a notice board have both a poster on our complaints process and how to contact the housing ombudsman.

All our quarterly newsletters also include details on learnings from complaints, how to complain and the Housing Ombudsman’s contact details. Our Spring 2024 newsletter | mhs homes.

3.5 Conflicts of interest

Conflicts of interest are identified at application and interview stage of any mhs employee. However, we expect any complaint handling personnel to declare any conflicts of interest before starting a complaint. An alternative and appropriate employee will replace them in their duties, in these instances.

3.6 Complaints spanning across multiple service areas

In the event your complaint involves more than one area or team, then you will receive one co-ordinated response from the lead Complaint Handler that has the largest portion or highest priority of the complaint.

4. Complaint handling staff

4.1 The Customer Experience Team

The Customer Experience Team will complete an initial review of all the complaints that mhs receive. They will consider risk of the complaint, make decisions on which complaint handler will investigate the complaint, provide acknowledgement letters, exclusion letters, deal with reasonable adjustment requests, obtain third party consent, investigate, and respond to low risk / single issue complaints, send responses on behalf of complaint handlers, send hold responses, arrange for financial redress to be paid and agree any extensions to the timescales with you.

4.2 Stage One Complaint Handlers

Stage One Complaint Handlers manage the area you have complained about. They are responsible in fairly and impartially investigating your complaint, providing a full response and ensuring any outstanding actions and remedies are completed after the response has been issued. They are responsible in identifying where we can improve services and ensuring those learnings are put into place.

4.3 Stage Two Complaint Handlers

Stage Two Complaint Handlers are senior members of staff. They are responsible for investigating any stage two complaints and providing you with a final decision on your complaint. They will also have the same investigation expectations as a stage one handler outlined above.

4.4 Designated member responsible for complaints

We have two designated members who are responsible for overseeing the success of the complaint process and a positive complaint handling culture. One is a Board member, whilst the other is part of the executive team and will monitor operational matters.

4.5 Conflicts of interest

A conflict of interest can be defined as a situation where a person – in this case the mhs employee – has multiple interests, so serving one could go against another. For example:

  • An mhs employee has a friend or family member working for mhs, or they are one of our tenants.
  • An mhs employee makes a decision, such as issuing a warning, and you do not want them to be the person reviewing the decision.

Conflicts of interest are identified at application and interview stage of any mhs employee. These are also mandatory to be updated annually.

We expect any complaint handling personnel to declare any conflicts of interest before starting a complaint. An alternative and appropriate employee will replace them in their duties, in these instances.

If you feel there is a conflict of interest with the complaint handler that has been allocated your complaint, then let us know and we will allocate another handler to investigate and respond instead.

4.6 Complaints spanning across multiple service areas

In the event your complaint involves more than one area or team, then you will receive one coordinated response from the lead Complaint Handler that has the largest portion or highest priority of the complaint.

4.7 Contractor complaints

mhs Homes investigates all complaints internally. If a contractor is working on our behalf and you want to raise a complaint about them, you can do so directly with us.

We have asked all customer facing contractors to promptly provide us with details of any complaints that are raised with them directly, so that we can investigate.

4.8 Building safety complaints

A building safety complaint is defined as structural failure and spread of fire (building safety risk). For example, this could be about how fire doors are being managed in your block.

Building safety complaints will be handled in line with the policy. However, you can also report these to the Building Safety Regulator Contact the Building Safety Regulator - GOV.UK (www.gov.uk). They will consider the following:

  • Issues in a high-rise residential building that could lead to fire spreading.  
  • Issues in a high-rise residential building that could lead to part or all of the building collapsing. 
  • Issues with fire safety or structural integrity in a high-rise residential building that is being designed, built or renovated.
  • People and organisations we regulate, for example building inspectors and people accountable for safety in a building. 
  • BSR itself.

A high-rise building is defined as seven storeys or higher. Only the following buildings mhs Homes Group manage, would be defined as a high rise:

  • The Auditorium.
  • Melville Court.
  • Steddys Court.
  • Wellington Court.
  • Regent Court.

5. Complaint handling process

5.1 Content of acknowledgements

Your acknowledgement will include the following:

  • Our understanding of your complaint.
  • The outcomes you wish to seek.
  • What date you will receive a response.
  • Your complaint reference.
  • The details of the Complaint Handler that will be investigating your complaint.

If required, we will try to contact you by telephone to gain any further information required to start our investigation, before sending an acknowledgement. In the event we do not get hold of you, we may also include the following in your written acknowledgement:

  • Any details requiring clarification.
  • A request for any further evidence that may support your complaint.
  • Details on whether your desired outcome is unreasonable or unrealistic.

The Complaint Handler assigned your case, will continue to investigate your complaint and may try to call you again to determine the above.

5.2 Staff complaints

Complaints in relation to mhs employees are treated slightly differently, whilst we will investigate it in line with this policy, should the investigation find evidence of an employee’s misconduct or gross misconduct, the Staff Disciplinary Policy will be taken into consideration following consultation with the Human Resources team.

Whilst we will be able to provide the outcome of any investigation, and provide you with the learning from your complaints, we will not be able to provide full details the actions taken against employees as have a duty to uphold their personal data in line with the Data Protection regulations.

We expect these cases to take longer than our normal timescales detailed in section 5.6 due to the process we must follow and steps we must take to investigate. We will inform you in your acknowledgement of the expected response time.

5.3 Anonymous complaints

If we receive an anonymous complaint that raises a safeguarding or whistleblowing issue, this will be dealt with under the relevant policy.

Our ability to fully explore and feedback on the issue may be limited due to the nature of anonymous complaints. We will record, investigate, and monitor anonymous complaints in the same way that we treat other feedback.

Depending on the details you provide, we may be unable to provide you with a response. Therefore, you may also be unable to escalate to stage two of our complaints process.

5.4 Safeguarding

If you report, or we suspect, that abuse or neglect is taking place, we will refer to our safeguarding policies and procedures. You can also report allegations of abuse and neglect directly to the local authority.

5.5 Managing unreasonable complainant behaviour

We commit to all complaints being investigated fairly, honestly, consistently and appropriately, in line with this policy. However, in a minority of cases people pursue their complaints in a way which can delay and prolong the investigation of their complaint and absorb a disproportionate amount of staff time. In such circumstances, we may choose to apply our Managing Unreasonable Complainant Behaviour policy to a complainant. Please see Managing Unreasonable Complainant Behaviour Policy | mhs homes for more details.

5.6 Timeframes

Acknowledgement

5 Working days

Stage One Response

10 Working days

Stage One Response with Extension

20 Working days

Stage Two Response

20 Working days

Stage Two Response with Extension

30 Working days

Any complaint received before 17:00 during working hours Monday to Friday, will be logged as received that day. Any complaint received after 17:00 will be logged as received the following working day. Please note that complaint handling staff do not work during bank holidays so an extra day will be given for each bank holiday day that occurs during the ten-day period. 

All Stage One complaints are to be investigated and responded to within ten working days of you making a complaint.

All Stage Two complaints are to be investigated and responded to within twenty working days of you making a complaint.

5.7 Holding responses

Although we always aim to respond to you quickly and in line with our stated timeframes, there are some occasions where the complaint may be complex and require extra time to investigate. Should this happen, we will send you a holding response explaining we will have a further ten working days to investigate your complaint and provide you with a response.

For Stage One complaints, should we reach a total of twenty working days and still not be in the position to provide you with a response, we will contact you to see if we can agree a date for us to respond. Alternatively, you can choose to escalate your complaint to stage two of our complaints process.

For Stage Two complaints, should we reach a total of thirty working days and still not be in the position to provide you with a response, we will contact you to see if we can agree a date for us to respond. You can also contact the Housing Ombudsman for an independent investigation.

5.8 Additional issues

If you raise additional complaints during the investigation stage, these will be added into the investigation and included in the response. If it unreasonably delays the response, the additional complaints will be logged as new complaints. For example, you raise an additional issue towards the end of the ten working days to provide you with a stage one response. You will be notified, and a new complaint acknowledgement will be issued to you with another complaint reference.

5.8 Our contact commitment

We will contact you during the investigation of your complaint and provide you with relevant updates or to obtain further information to aid the investigation.

Alongside the acknowledgement letter and response letter, we will also contact you using your preferred contact method:

  • At the start of the investigation.
  • During the investigation if there are any updates to give.
  • At an agreed frequency after the response has been sent, if there are any outstanding actions to be completed.

Should you require further communication then please contact the Customer Experience Team in a method that suits you best, who will look to arrange this for you.

6. Complaint stages

6.1 Making a Stage One complaint

Your complaint will need to include the following details:

  • Your full name and contact details (unless making an anonymous complaint).
  • Details about how the standard of service, actions or lack of action by mhs, its own staff, or those acting on its behalf, have not been met to a satisfactory level.
  • Any dates or times of events that occurred.
  • Any evidence you have, to support your complaint.
  • How you would like your complaint to be resolved.
  • Any reasonable adjustment requests, including best methods of contact.

6.2 Stage One complaint investigation

The Stage One Complaint Handler will do the following when investigating your stage one complaint:

  • Should clarification still be required, contact you to gain the information.
  • When appropriate, contact you to discuss your complaint.
  • When appropriate, arrange to visit your property or area of concern.
  • Review any information you supply as evidence.
  • Review any information or data mhs holds in relation to your complaint.
  • If required, contact any third party working on behalf of mhs.
  • If required, obtain statements from employees.
  • Consider any current Policies, Legislation and written internal processes relevant to your case.

6.3 Stage One complaint response

Your response from the Complaint Handler will include the following:

  • The stage of the complaint.
  • Our complaint definition.
  • The decision we have reached.
  • Reasons for the decision.
  • Details of any remedies offered to resolve your complaint.
  • Details of what we have learnt from the complaint.
  • Details of any outstanding actions.
  • Details on how to escalate to stage two.
  • The Housing Ombudsman’s details.

6.4 Complaint decision

 The decision to your stage one complaint will be one of the following:

  • Upheld – This is given when we agree with your complaint and have identified that we have failed to deliver the service.
  • Partially upheld – This is given when we agree with some of your complaint and have. identified service failures. Another part of your complaint we do not agree with, and we have not identified any service failures.
  • Not upheld – This is given when we do not agree with your complaint, and we have not identified any service failures.

In some cases we may not have found service failure, but may agree that we could improve. These cases will not be upheld and considered improvements only.

6.5 Escalating to Stage Two

If you remain dissatisfied with your Stage One complaint, you can choose to escalate to stage two of our complaints process.

6.6 Making a Stage Two complaint

Please note we will only accept an escalation to stage two if it has been requested within 12 months of the date your Stage One complaint response was issued. We can offer our discretion to this exclusion if an agreed remedy exceeds the 12-month limitation.

To escalate to stage two, please contact the Customer Experience Team in the method that suits you best and let us know what complaint you would like to escalate to stage two. It is helpful if you can also let us know why you would like to escalate your response and what we can do to resolve the issue.

6.7 Stage Two complaint investigation

The Stage Two Complaint Handler will do the following when investigating your Stage Two complaint:

  • When appropriate, contact you to discuss your complaint.
  • When appropriate, arrange to visit your property or area of concern.
  • Conduct a meeting with the Complaint Handler that dealt with your stage one complaint.
  • Review any information you supply as evidence.
  • Review any information the Complaint Handler supplies.
  • Review all the stage one investigation communications and documents.
  • Consider any current Policies, Legislation and written internal processes relevant to your case.

6.8 Stage Two complaint response

The Stage Two Complaint Handler will make an informal and impartial decision on your stage two complaint and issue you with a full and final response. This will include the following:

  • The stage of the complaint.
  • Our complaint definition.
  • The decision we have reached.
  • Reasons for the decision.
  • Details of any remedies offered to resolve your complaint.
  • Details of what we have learnt from the complaint
  • Details of any outstanding actions.
  • Details on how to escalate your complaint to the Housing Ombudsman.

6.9 External escalation

Stage two is the final stage to review a complaint at mhs. If you still feel remain dissatisfied and do not agree with our findings, then you can refer your complaint to the Housing Ombudsman. More information can be found at www.housing-ombudsman.org.uk.

Where we are providing services on behalf of a local authority you can also complain to your local authority or consult the Local Government and Social Care Ombudsman. This will apply to some residents in supported housing or in our Foyers. https://www.lgo.org.uk/.

If your complaint relates to financial advice you received from mhs Homes, you can escalate to the Financial Ombudsman https://www.financial-ombudsman.org.uk/.

If your complaint relates to issues with a developer in your new home, then you can contact the New Homes Ombudsman Service : NHOS - The New Homes Ombudsman Service.

If you are receiving services from a charitable foundation, you can refer your complaint to the Charity Commission Home - Help at Hand (childrenscommissioner.gov.uk). For further information about complaints and advocacy for children and young people see https://www.gov.uk/government/publications/advocacy-services-for-children-and-young-people. 

If your complaint relates to service charges or rent adjustments, you can refer the issue to the First Tier Tribunal at any stage in your dispute.

If your complaint relates to any of the following, then you escalate to the Building Safety Regulator Contact the Building Safety Regulator - GOV.UK (www.gov.uk):

  • Issues in a high-rise residential building that could lead to fire spreading.  
  • Issues in a high-rise residential building that could lead to part or all of the building collapsing. 
  • Issues with fire safety or structural integrity in a high-rise residential building that is being designed, built or renovated.
  • People and organisations we regulate, for example building inspectors and people accountable for safety in a building. 
  • BSR itself.

7. Putting things right

7.1 Remedy

Should we uphold or partially uphold your complaint, then we will look at how we can appropriately remedy the issue. Alongside a meaningful apology and explanation, we will also consider the following:

Please note that some requests for compensation do not meet our compensation definition. Instead these may meet our definition of a claim. Claims fall outside of the complaints process. You will be informed when to contact our claims team. Examples of what is not compensation include:

  • Loss of earnings.
  • Personal injury.
  • Damage or loss of property.

We will consider the Housing Ombudsman Remedies Guidance when making a decision on an appropriate remedy: https://www.housing-ombudsman.org.uk/about-hos/corporate-information/policies/dispute-resolution/policy-on-remedies/.

7.2 Outstanding actions

If it has been identified during the investigation stage that remedial action needs to be taken to remedy your complaint, then this will be sent to the relevant team to arrange and complete.

You will be informed in your response of the remedial actions and we will provide you with a date on when you can expect this to be completed. If we cannot provide a date, we will give you a timeframe that you can expect it to be completed in.

Should the remedial actions fail to happen or not completed to a satisfactory standard then you can request for your complaint to be escalated to stage two of our complaint procedure.

8. Self-assessment, reporting and compliance

8.1 Self–assessment

The Housing Ombudsman set a requirement that participating landlords must carry out an annual self-assessment against the Complaint Handling Code and publish the results.

As a participating member we review our Complaint Policy and procedures annually and publish these results to the mhs website. You can visit mhs’ website where we publish the findings to our self-assessment: https://www.mhs.org.uk/support-and-advice/compliments-and-complaints/make-a-complaint/housing-ombudsman-self-assessment/.

8.2 Quality and assurance

If it has been identified from your complaint that we need to improve, then we will let you know the lessons identified and improvements we will take.

We monitor any learnings from complaints on a regular basis to ensure the corrective actions have been appropriately addressed.

We will conduct quality checks on how complaints have been logged, investigated, and responded to, in line with this Policy.

9. Scrutiny and oversight: continuous learning and improvement

9.1 Learning from complaints

Complaints offer us an opportunity to learn how to better serve our residents and to not repeat the same mistakes again. This could be in the form of:

  • A change of Policy.
  • A change of process or procedure.
  • Training.
  • Review of contracts.
  • Employee Disciplinary.

9.2 Annual Service Improvement Report

Each year we complete a review of our complaint’s trends, outcomes, and learnings. Our Board also feedback on this report. Our report is expected to be on the mhs website by the end of June 2024.

9.3 Customer Scrutiny Panel

We present to our customer scrutiny panel every six months, outlining any learnings and improvements that have been identified through the complaints process. The customer scrutiny panel will be assisting us by completing a review of the complaints service in 2024-25.

Monitoring and assurance

To monitor he effectiveness of this policy, that it is delivering the expected outcomes, we will measure performance using the following measures: 

  • Volume of complaints received 
  • % all complaints acknowledged within 5 working days 
  • % stage one complaints responded to within 10 working days 
  • % stage two complaints responded to within 20 working days
  • % complaints upheld vs. not upheld at stage 1 
  • % complaints upheld vs. not upheld at stage 2
  • Housing Ombudsman decisions
  • Customer feedback in Tenant Satisfaction Surveys

Principles

Discretion

mhs homes reserves the right to use discretion when applying this policy and may deal with a complaint differently where individual circumstances merit it. Any discretion will be applied fairly and appropriately, and all complaints will be progressed as far as possible to maximise the opportunity to resolve a dispute. 

Equality statement

mhs homes has a duty to ensure that no person receives less favourable treatment from the organisation on the grounds of age, disability, gender reassignment, marriage, civil partnership, pregnancy, religion or belief, race, sex or sexual orientation. 

Data protection

mhs homes will only share information that meets the requirements of the Data Protection Act 2018 and the UK GDPR. Confidentiality and impartiality will be exercised by mhs homes at all times. 

Feedback

We welcome suggestions and comments from people who use or provide our services. We believe that this can provide some important lessons to help us ensure that the service is improved for everyone.

If you have something to say about this policy or the information that is provided about them, then please let us know. Please refer any comments to the author of this document.