I am writing to respond to your request for information received by email on Wednesday 2nd December 2020 which has been dealt with under the Freedom of Information Act 2000 (FOI).
Your request has been given the unique Information Request No. NPH1022-1625/20. Please quote this reference on all correspondence relating to this request.
You have requested the following information. Our response is shown in bold.
Complaints and Feedback Policy July 2020 Version 6
Could/Would you please send copies of or links to the seven documents that this document should be read in conjunction with?
THIS DOCUMENT IS TO BE READ IN CONJUNCTION WITH:
- Customer Service Strategy
Please find the Customer Service Strategy here.
2. NPH Service Standards
3. Compensation Policy
Northampton Partnership Homes are currently in the process of reviewing and redrafting our Service Standards and Compensation Policy. At this stage we are unable to provide these documents, they are however intended for future publication.
4. Rechargeable Repairs Policy
Please find the link to the latest version of the Rechargeable Repairs Policy here.
5. Petitions Policy
Please find the Petitions Policy here.
6. Complaints and Feedback Procedure
7. Complaints Toolkit
Complaints tool kit comprises of many documents including the housing ombudsman code of practice, past policies, other local authority policies for reference etc.
The complaints procedure is intended for internal use as it refers to in house procedures on what mechanisms are available to staff in handling complaints.
Both the toolkit and the procedure are not for publication, as they are intended for internal use only.
The Complaints Policy is currently under review and due to be presented/approved in January. The revised Policy has been amended to show that the toolkit and the Procedure are internal documents only and not intended for publication.
The disclosure to you of the enclosed information does not give you a right to reproduce or publish such information without the express permission of Northampton Borough Council or any other owners of the copyright therein. To do so you will need a licence under the ‘Reuse of Public Sector Information Regulations 2015’.
If you consider NPH has not provided the information you have requested you have the right to challenge that decision in respect of your information request within 6 months.
Please write to:
Information Access Challenges
Northampton Partnership Homes
The Guildhall
St Giles Square
Northampton
NN1 1DE
Otherwise please email: information@nph.org.uk. Emails to this address will be automatically acknowledged.
If your challenge is not resolved to your complete satisfaction, you will then have the right to complain to the Information Commissioner.
If you feel your request has been handled unfairly you should, in the first instance, complain using NPH’s Customer Feedback form and address it to the department you have been dealing with. NPH’s Complaints procedure (a full copy of which is available by telephoning or writing to NPH’s Data Management Officer) will then be used to try and resolve your complaint.
Yours sincerely,
Santina Chambers
Data Management Officer
Northampton Partnership Homes
01604 838794 | 0300 330 7003
www.northamptonpartnershiphomes.org.uk