Complaints Policy - Revision history

Rebekah Hook: Ownership of policy changed from Ethos & Values Steering Group (no longer active) to Chair of Trustees.

2026-05-05T15:26:54Z

Ownership of policy changed from Ethos & Values Steering Group (no longer active) to Chair of Trustees.

← Older revision		Revision as of 15:26, 5 May 2026
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	{\| class="wikitable"		{\| class="wikitable"
	!Group or individual responsible for review		!Group or individual responsible for review
	!		!Chair of Trustees
	\|-		\|-
	\|'''Last review and approval'''		\|'''Last review and approval'''

Rebekah Hook: Ownership of policy changed from Ethos & Values Steering Group (no longer active) to Chair of Trustees.

2026-05-01T17:09:42Z

Ownership of policy changed from Ethos & Values Steering Group (no longer active) to Chair of Trustees.

← Older revision		Revision as of 17:09, 1 May 2026
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	{\| class="wikitable"		{\| class="wikitable"
	!Group or individual responsible for review		!Group or individual responsible for review
	!~~'''[[The Ethos and Values Steering Group]]'''~~		!
	\|-		\|-
	\|'''Last review and approval'''		\|'''Last review and approval'''

Seymour Jacklin: /* Advocacy and Escalation */

2025-12-12T14:25:53Z

Advocacy and Escalation

← Older revision		Revision as of 14:25, 12 December 2025
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	\|}		\|}

	== Complaints from ~~Occupants~~ of Handcrafted ~~Supported Housing~~ ==		== Complaints from occupants of Handcrafted supported housing ==
	Handcrafted encourages residents of our supported housing to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.		Handcrafted encourages residents of our supported housing to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.

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	If a complaint cannot be resolved satisfactorily or the occupant is unhappy with a decision, they can appeal further to CEO Dan Northover or Project Manager John Hinton to look into the matter. Handcrafted staff will support occupants to appeal in writing if they wish to do so or support them by arranging an opportunity to speak to the CEO or Project Manager.		If a complaint cannot be resolved satisfactorily or the occupant is unhappy with a decision, they can appeal further to CEO Dan Northover or Project Manager John Hinton to look into the matter. Handcrafted staff will support occupants to appeal in writing if they wish to do so or support them by arranging an opportunity to speak to the CEO or Project Manager.

	== Advocacy and ~~Escalation~~ ==		== Advocacy and escalation ==

	=== Independent ~~Advocacy~~ ===		=== Independent advocacy ===
	Handcrafted recognises that making a complaint can sometimes feel daunting or difficult. To ensure that clients, carers, and family members can access the complaints system fairly and confidently, we will, where appropriate, support them to access independent advocacy services.		Handcrafted recognises that making a complaint can sometimes feel daunting or difficult. To ensure that clients, carers, and family members can access the complaints system fairly and confidently, we will, where appropriate, support them to access independent advocacy services.

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	* Other suitable advocacy services may be identified depending on the circumstances and needs of the complainant, for example specialist advocacy groups relating to disability, mental health, or housing. Handcrafted staff can provide guidance and contact information on request.		* Other suitable advocacy services may be identified depending on the circumstances and needs of the complainant, for example specialist advocacy groups relating to disability, mental health, or housing. Handcrafted staff can provide guidance and contact information on request.

	=== Escalation to the ~~Ombudsman~~ ===		=== Escalation to the ombudsman ===
	If a complaint cannot be resolved through Handcrafted’s internal complaints procedure, it may be escalated to the appropriate external body.		If a complaint cannot be resolved through Handcrafted’s internal complaints procedure, it may be escalated to the appropriate external body.

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	As already noted in the Complaints Policy, appeals regarding complaint outcomes may be directed to the CEO of Handcrafted in the first instance. However, where appropriate, complainants are encouraged to seek support from independent advocacy services and have the right to raise their complaint with the Charity Commission.		As already noted in the Complaints Policy, appeals regarding complaint outcomes may be directed to the CEO of Handcrafted in the first instance. However, where appropriate, complainants are encouraged to seek support from independent advocacy services and have the right to raise their complaint with the Charity Commission.

	== Complaints from ~~Other Members~~ of the ~~Public~~ ==		== Complaints from other members of the public ==
	From time to time, members of the public may wish to make a complaint about one of the properties we manage or the occupants of the properties.		From time to time, members of the public may wish to make a complaint about one of the properties we manage or the occupants of the properties.

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	If a complaint cannot be resolved satisfactorily or the member of the public is unhappy with a decision, they can appeal further by emailing or writing to CEO Dan Northover or Project Manager John Hinton to look into the matter.		If a complaint cannot be resolved satisfactorily or the member of the public is unhappy with a decision, they can appeal further by emailing or writing to CEO Dan Northover or Project Manager John Hinton to look into the matter.

	== Contact ~~Details~~ for ~~Complaints~~: ==		== Contact details for complaints: ==

	{\| class="wikitable"		{\| class="wikitable"

Seymour Jacklin: /* Appeals */ additional section on advocacy and escalation

2025-09-25T08:59:20Z

Appeals: additional section on advocacy and escalation

@@ Line 40: / Line 40: @@
 === Appeals ===
 If a complaint cannot be resolved satisfactorily or the occupant is unhappy with a decision, they can appeal further to CEO Dan Northover or Project Manager John Hinton to look into the matter. Handcrafted staff will support occupants to appeal in writing if they wish to do so or support them by arranging an opportunity to speak to the CEO or Project Manager.
 == Complaints from Other Members of the Public ==

Seymour Jacklin at 09:31, 26 August 2025

2025-08-26T09:31:07Z

← Older revision		Revision as of 09:31, 26 August 2025
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	This policy outlines the process for raising complaints, ensuring they are handled fairly, transparently, and in a timely manner. Confidentiality will be maintained throughout, and appropriate support will be provided to those making a complaint.		This policy outlines the process for raising complaints, ensuring they are handled fairly, transparently, and in a timely manner. Confidentiality will be maintained throughout, and appropriate support will be provided to those making a complaint.

	This policy will be reviewed as required and at least ~~annually~~ by the group or individual responsible for review and authorised by the Trustees as below:		This policy will be reviewed as required and at least every three years by the group or individual responsible for review and authorised by the Trustees as below:
	{\| class="wikitable"		{\| class="wikitable"
	!Group or individual responsible for review		!Group or individual responsible for review

Seymour Jacklin: /* Complaints from Occupants of Handcrafted Supported Housing */

2025-03-11T11:06:17Z

Complaints from Occupants of Handcrafted Supported Housing

← Older revision		Revision as of 11:06, 11 March 2025
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	Handcrafted encourages residents of our supported housing to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.		Handcrafted encourages residents of our supported housing to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.

	Handcrafted operates Licence Agreements by which the recipients of our supported-housing provision are granted a licence to occupy the property on certain conditions. This means that Handcrafted staff are permitted to attend properties at any time and resolve issues rapidly, while respecting the occupier's right to privacy and fairness. A complaints procedure forms part of the [Standard Licence Agreement].		Handcrafted operates Licence Agreements by which the recipients of our supported-housing provision are granted a licence to occupy the property on certain conditions. This means that Handcrafted staff are permitted to attend properties at any time and resolve issues rapidly, while respecting the occupier's right to privacy and fairness. A complaints procedure forms part of the [[Standard Licence Agreement]].

	Complaints can be made for a number of reasons:		Complaints can be made for a number of reasons:

Seymour Jacklin at 10:27, 11 March 2025

2025-03-11T10:27:35Z

← Older revision		Revision as of 10:27, 11 March 2025
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	\|31/05/2023		\|31/05/2023
	\|}		\|}
	Handcrafted encourages ~~clients~~ to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.
			== Complaints from Occupants of Handcrafted Supported Housing ==
			Handcrafted encourages residents of our supported housing to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.

			Handcrafted operates Licence Agreements by which the recipients of our supported-housing provision are granted a licence to occupy the property on certain conditions. This means that Handcrafted staff are permitted to attend properties at any time and resolve issues rapidly, while respecting the occupier's right to privacy and fairness. A complaints procedure forms part of the [Standard Licence Agreement].

	Complaints can be made for a number of reasons:		Complaints can be made for a number of reasons:

	* Substandard quality of service		* Substandard quality of service
	* Behaviour of a member of staff		* Behaviour of a member of staff
	* Poor attitude of a staff member		* Poor attitude of a staff member
	* ~~Not providing~~ adequate support		* Failure to provide adequate support
			* Problems with the accommodation not being resolved in a timely manner

	Confidentiality will be maintained throughout the complaints procedure. Only those staff that need to know about the complaint will have access to details.		Confidentiality will be maintained throughout the complaints procedure. Only those staff that need to know about the complaint will have access to details.

			=== In the first instance ===
			Handcrafted aims to resolve issues informally in the first instance, based on the good communication, positive non-judgemental regard and the ethos of listening first that we aspire to cultivate with all supported housing residents.

			Supported housing residents are seen by support workers at least twice a week and regularly contacted, giving the opportunity for any concerns to be raised and addressed.

			=== Formal complaints ===
			Complaints may take the form of a formal letter or email addressed to the Hub Lead or a member of the handcrafted management team, or they may be made verbally when an individual states that they wish to make a complaint, which will then be recorded in writing and referred to the line manager at the appropriate level. Contact details for Hub Leads and Managers are given in Appendix A.

	Management support will be offered to clients from the outset of a complaint. Access to independent advice or help will assist with overcoming many of the barriers that clients may encounter. This may be from friends, relatives, advice centres or local advocacy group.		Management support will be offered to clients from the outset of a complaint. Access to independent advice or help will assist with overcoming many of the barriers that clients may encounter. This may be from friends, relatives, advice centres or local advocacy group.

	Complaints may take the form of a formal letter or email addressed to the Hub Lead or a member of the ~~Handcrafted~~ management team, or they may be made verbally on when an individual states that they wish to make a complaint, which will then be recorded in writing and referred to the line manager at the appropriate level.		All complaints will initially be dealt with by the Manager. The complaint will be acknowledged within 3 days of receipt and will be responded to within 10 days. If the matter can be resolved quickly and to the satisfaction of the complainant at this stage, it will not be necessary to treat it as a formal complaint.

			=== Appeals ===
			If a complaint cannot be resolved satisfactorily or the occupant is unhappy with a decision, they can appeal further to CEO Dan Northover or Project Manager John Hinton to look into the matter. Handcrafted staff will support occupants to appeal in writing if they wish to do so or support them by arranging an opportunity to speak to the CEO or Project Manager.

			== Complaints from Other Members of the Public ==
			From time to time, members of the public may wish to make a complaint about one of the properties we manage or the occupants of the properties.

			Complaints may include:

			* Noise disturbance at a property
			* Health and safety hazards posed by the state of a property
			* Concerns about criminal activity
			* Other antisocial behaviour by occupants

			=== What can be done ===
			Handcrafted operates Licence Agreements by which the recipients of our supported-housing provision are granted a licence to occupy the property on certain conditions. This means that Handcrafted staff are permitted to attend properties at any time and resolve issues rapidly, while respecting the occupier's right to privacy and fairness.

			When occupying Handcrafted Supported Accommodation, licencees agree to keep the property to a certain standard and to adhere to rules of behaviour. Some complaints may therefore result from breaches of this agreement. Where this is the case, Handcrafted makes a measured, proportional response that may range from agreeing a documented management plan with clear outcomes, through to issuing verbal or written warnings, proceeding eventually to termination of the licence agreement.

			=== In the first instance ===
			Handcrafted aims to resolve issues informally in the first instance, based on the good communication, positive non-judgemental regard and the ethos of listening first that we aspire to cultivate with all residents and members of the public.

			Members of the public who have concerns are invited to contact the local Hub Lead who oversees the property by phone or email (Contacts provided in Appendix A) to have a conversation about the concern and see if it can be quickly resolved.

			If this is not satisfactory, a formal complaint can be lodged.

			=== Formal complaints ===
			Complaints may take the form of a formal letter or email addressed to the Hub Lead or a member of the handcrafted management team, or they may be made verbally when an individual states that they wish to make a complaint, which will then be recorded in writing and referred to the line manager at the appropriate level. Contact details for Hub Leads and Managers are given in Appendix A.

	All complaints will initially be dealt with by the Manager. The complaint will be acknowledged within 3 days of receipt and will be responded to within 10 days. If the matter can be ~~sorted out~~ quickly and to the satisfaction of the ~~Service User~~ at this stage, it will not be necessary to treat it as a formal complaint.		All complaints will initially be dealt with by the Manager. The complaint will be acknowledged within 3 days of receipt and will be responded to within 10 days. If the matter can be resolved quickly and to the satisfaction of the complainant at this stage, it will not be necessary to treat it as a formal complaint.

	~~All complaints~~, ~~whether formal~~ or ~~informal, are always discussed through~~ the ~~line management structure and are logged~~.		=== Appeals ===
			If a complaint cannot be resolved satisfactorily or the member of the public is unhappy with a decision, they can appeal further by emailing or writing to CEO Dan Northover or Project Manager John Hinton to look into the matter.

	== Contact Details for Complaints: ==		== Contact Details for Complaints: ==

Seymour Jacklin: /* Contact Details for Complaints: */

2025-03-11T10:19:26Z

Contact Details for Complaints:

← Older revision		Revision as of 10:19, 11 March 2025
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	\| '''Handcrafted Durham''' \|\| Lorraine Jones \|\| Unit 7 Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG \|\| 0191 378 1562 \|\| durhamhub@handcrafted.org.uk		\| '''Handcrafted Durham''' \|\| Lorraine Jones \|\| Unit 7 Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG \|\| 0191 378 1562 \|\| durhamhub@handcrafted.org.uk
	\|-		\|-
	\| '''Handcrafted Gateshead''' \|\| ~~Dan Northover~~ \|\| The Shakespeare, 88/96 Fife Street, Deckham, Gateshead, NE8 3RR \|\| 0191 676 0499 \|\| gatesheadhub@handcrafted.org.uk		\| '''Handcrafted Gateshead''' \|\| Neil Toomey \|\| The Shakespeare, 88/96 Fife Street, Deckham, Gateshead, NE8 3RR \|\| 0191 676 0499 \|\| gatesheadhub@handcrafted.org.uk
	\|-		\|-
	\| '''Director of Operations''' \|\| John Hinton \|\| Unit 7 Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG \|\| N/A \|\| john@handcrafted.org.uk		\| '''Director of Operations''' \|\| John Hinton \|\| Unit 7 Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG \|\| N/A \|\| john@handcrafted.org.uk
	\|}		\|}

Seymour Jacklin: /* Contact Details for Complaints: */

2025-03-11T10:18:29Z

Contact Details for Complaints:

@@ Line 31: / Line 31: @@
 == Contact Details for Complaints: ==
-Paul Baddams
+{| class="wikitable"
+|+ Contact Details for Complaints
-c Front Street
+|-
+! Location !! Contact Person !! Address !! Phone !! Email
-Chester-le-Street
+|-
+| '''Handcrafted Chester-le-Street''' || Paul Baddams || 143c Front Street, Chester-le-Street, DH3 3AU || N/A || clshub@handcrafted.org.uk
-DH3 3AU
+|-
+| '''Handcrafted Durham''' || Lorraine Jones || Unit 7 Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG || 0191 378 1562 || durhamhub@handcrafted.org.uk
-clshub@handcrafted.org.uk
+|-
+| '''Handcrafted Gateshead''' || Dan Northover || The Shakespeare, 88/96 Fife Street, Deckham, Gateshead, NE8 3RR || 0191 676 0499 || gatesheadhub@handcrafted.org.uk
-'''Handcrafted Durham'''
+|-
+| '''Director of Operations''' || John Hinton || Unit 7 Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG || N/A || john@handcrafted.org.uk
-Lorraine Jones
+|}

Seymour Jacklin at 16:20, 10 March 2025

2025-03-10T16:20:10Z

← Older revision		Revision as of 16:20, 10 March 2025
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			At Handcrafted, we are committed to continually improving the quality of our services and ensuring that every individual we support receives the best possible experience. We welcome feedback and take all complaints seriously, viewing them as valuable opportunities to learn and enhance our work.

			This policy outlines the process for raising complaints, ensuring they are handled fairly, transparently, and in a timely manner. Confidentiality will be maintained throughout, and appropriate support will be provided to those making a complaint.

	This policy will be reviewed as required and at least annually by the group or individual responsible for review and authorised by the Trustees as below:		This policy will be reviewed as required and at least annually by the group or individual responsible for review and authorised by the Trustees as below:
	{\| class="wikitable"		{\| class="wikitable"
	!Group or individual responsible for review		!Group or individual responsible for review
	!~~[[The Human Resources and Wellbeing Steering Group\|~~'''The ~~Human Resources~~ and ~~Wellbeing~~ Steering Group''']]		!'''[[The Ethos and Values Steering Group]]'''
	\|-		\|-
	\|'''Last review and approval'''		\|'''Last review and approval'''
	\|31/05/2023		\|31/05/2023
	\|}		\|}
	~~For historical reviews please see [[Complaints Policy - Historical Reviews]]~~

	Handcrafted encourages clients to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.		Handcrafted encourages clients to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.