top of page

Our Service Standards 

Accessibility 

​

  • The HRO is free and easily accessible to consumers. Complaints can be submitted online, by telephone or by post. We support access to the scheme for any user, including working with representatives and others to support complainants through the process. 

  • We ensure that information is readily available to complainants who do not have readily have access to the internet through 

  • consumer advice organisations 

  • local authorities 

  • elected representatives 

  • the media. 

  • The complaint form is short and easy to complete. 

  • We ensure all our communications (including our leaflets, letters and decisions) are in clear and jargon-free language. 

  • We make appropriate provision for consumers who may need additional support to use our process, for example because of disability, age, language, literacy or other reasons. See our Reasonable Adjustments Policy. 

​​

​​Communication 

​

  • We treat all service users courteously, respectfully and with dignity. 

  • We communicate with consumers through their own chosen method where possible and take time to explain our role to them.  

  • We use accurate plain and clear language. 

  • We communicate clearly to consumers about what we can and cannot do and if we are unable to help them, we explain why. 

  • We clearly explain to service users our process for handling complaints and likely timescales, and we keep them regularly informed of the progression of their case, and how long things are likely to take. 

  • We tell service users who they can contact if they have any questions at different stages in the handling of the case. 

​​ 

Fairness 

​

  • We work with all service users without discrimination or prejudice.  

  • Decisions are made on cases based on the independent and impartial evaluation of the relevant evidence. 

  • The reasons for each decision are documented and explained to relevant parties and we publish information on how parties can challenge our decisions.  

  • We make clear to service users our approach to unacceptable behaviour. 

​​

Professionalism 

​

  • We ensure that our staff who handle complaints have the relevant knowledge, training and skills to make decisions. 

  • We deal with complaints in a timely manner, taking into account the complexity of the cases we handle. 

  • We ensure that remedies are appropriate and take account of the impact that any identified faults have had on the complainant. 

  • We use the outcomes of complaints to promote wider learning and improvements to the sector. 

  • We ensure our record keeping is accurate and that that we hold data securely. 

  • We ensure that if and when sharing of information is necessary, it is done appropriately. 

  • We follow our published processes when dealing with complaints about our own service, and we acknowledge and apologise for any mistakes we make. 

  • We actively seek feedback about our service and use it to improve what we do. 

​​

bottom of page