Policy Statement
Nacro are committed to providing an excellent service and welcome feedback from all our Service Users and Students. If you are pleased with our services, please let us know as we will use this information to thank our staff members.
We recognise that sometimes things can go wrong. If you are dissatisfied with something we have done or with the level of service you received, we ask you to let us know. We will investigate what has happened and try and put things right. This will also give us the chance to learn and improve our services.
This policy has been written aligned to the Housing Ombudsman Complaint Handling Code. This policy will be made available on Nacro’s website, alongside our self-assessment against the Housing Ombudsman’s Complaint Handling Code.
This policy will be reviewed at least annually against the Housing Ombudsman’s Complaint Handling Code. It will also be reviewed following any changes to this policy or structural changes to the organisation of Nacro.
Who is this policy for?
This policy is designed to support our Service Users of all justice and housing services, including CAS-2, as well as students from our Education Centres. This policy can also be used by anyone interacting with or impacted by Nacro’s services if a complaint is being made on the complainant’s behalf by an advocate e.g., family, friend, advocate, or MP, written or expressed permission may be required from the complainant to allow us to communicate with this person directly. See section 4.2 for more details.
Why do we have this policy?
It helps us to improve service delivery:
– to identify good practice and lessons learnt, recognise areas where improvement may be required and any changes, we may need to make.
– If we do something wrong, we want to learn from it and take action to prevent it from happening again.- If Nacro has acted in a way that has damaged our relationship with services users, we want to put that right and find a resolution to any issues.
Compliments
As well as us needing to know where we can improve, it is useful for us to know what we may be doing right or particularly well. This way we can recognise and celebrate success, identify, and share good practice, ensure standards are maintained and further improved.
Suggestions
We welcome any suggestions or ideas about our services. We would like to hear if there is anything, we can do better to improve our services.
Complaints
A complaint is defined as an expression of dissatisfaction, however made, with the standard of Nacro’s service, actions, or lack of action that you could reasonably expect of Nacro, or those acting on its behalf, affecting an individual resident or group of residents or students.
This could include:
a. Failure to follow up or notify the Service User about appropriate follow up action following initial contact.
b. Failure or lengthy delay in providing a service or to take an action which Nacro said they could provide or take.
c. Failure to comply with a policy.
d. The inappropriate behaviour of Nacro employees or contractors.