Trustees Introduction

As Trustees of St John’s Winchester, we are pleased to acknowledge the robust and transparent approach the organisation has taken in managing its complaints process.

The clarity and accessibility of the procedure, as outlined on the St John’s Winchester complaints page, demonstrate a genuine commitment to supporting residents, their families, and other stakeholders in raising concerns effectively.

The step-by-step guidance provided ensures that individuals should feel empowered to voice their concerns in a structured and respectful manner, fostering trust and accountability. Additionally, the inclusion of timelines for responses, escalation pathways, and independent oversight reflects best practice and aligns with regulatory expectations.

We particularly commend the organisation for embedding a culture of learning from complaints. This proactive stance not only resolves issues but also strengthens the quality of care and services delivered. Encouraging constructive feedback and acting upon it is a testament to St John’s Winchester’s dedication to continuous improvement and the well-being of those it serves.

On behalf of the Board of Trustees, we would like to thank the staff, volunteers, and leadership team for their unwavering commitment to maintaining high standards and for ensuring that all voices are heard.

We are confident that this approach will continue to uphold St John’s Winchester’s values and mission.

Sincerely,
Linda Bonnin – Chair Property Management and Oversight Committee
Marianne Wanstall – Chair of Trustees

Annual self-assessment against the Complaint Handling Code

SJW annual self-assessment against the Complaint Handling Code can be found here:

Click here to access Complaints Policy Leaflet and here for Policy and Procedure for Complaints & Redress associated with rental of residential property.

Qualitative and quantitative analysis of SJW complaint handling performance

Analysis of Complaints Received by St John’s Winchester

• Total Number of Complaints in Year: 13
• Number of Complaints Resolved at or before Stage 1 (dealt with by Director / Management): 13
• Number of Complaints referred to Stage 2 (Panel of 3 Trustees): 0
• Number of Complaints referred to the Housing Ombudsman: 0
• Satisfaction with handling of complaint: 100%
• Findings of non-compliance with this Code by the Housing Ombudsman: There were no findings of non-compliance with the Code by the Housing Ombudsman

Quantitative Insights:

Complaints by location:

• Northside: 3 complaints
• Southside and Colebrook Street: 4 complaints
• Mary Magdalen: 3 complaints
• Christes Hospital: 3 complaints
• Investment portfolio: 0 complaints

Frequent Complaints:

Complaints tend to have come from a small number of residents, potentially reflecting the strength of the Resident’s Forum, rather than 13 individuals, and the complaints have all been unique in nature rather than a consistent theme suggesting that there is no reoccurring issue throughout the year.

Qualitative Insights:

Complaint Themes:

• Maintenance Issues
• Conduct of External Contractors
• Communication

Responsive Actions: Most complaints necessitated immediate responses, such as adjusting the temperature of the assisted bath or addressing residents concern around work to their almshouse.

Pending or Recurrent Issues: There were no major issues or any resulting in risk to life; the majority of complaints were linked to changes in conditions or seasonal.

Recommendations for Improvement:

Proactive Maintenance:

• Continue to implement the preventive maintenance schedule to minimise issues occurring.

Contractor Management:

• Continually review the existing service-level agreements with external contractors to ensure reliability and professionalism and remind contractors of acceptable behaviour when working on our properties.

Communication Enhancements:

• Review communication between contractor, welfare and resident to ensure resident is aware of impending work to their accommodation or any potential delay.
• Maintain effective lines of communication between Welfare and Senior Management out of hours.

Thematic Reviews:

• To continually analyse the complaints register to ensure trends are identified as quickly as possible and identify systemic issues requiring strategic interventions.

Analysis of Complaints Handling considering Housing Ombudsman Requirements

The Housing Ombudsman sets specific requirements for complaints procedures, ensuring residents receive a fair, clear, and efficient process for addressing grievances. Here’s how the analysis and insights align with these requirements:

Key Requirements of the Housing Ombudsman and St John’s Winchester Approach

Accessibility of Complaints Procedure

• Housing Ombudsman Requirement: Residents must have easy access to the complaints process and be aware of how to make a complaint.
• Current Position at St John’s:
  • The active use of the complaints system across all locations indicates residents are aware of and find the process accessible.
  • Provision of a flier containing relevant information is available from the office or online.

Responsiveness and Timeliness

• Housing Ombudsman Requirement: Complaints must be addressed promptly, with clear timelines for resolution.
• Current Position at St John’s:
  • Many complaints were addressed on the same day or within a short timeframe, meeting the timelines required through the HOS.
  • No complaints have escalated to the Housing Ombudsman, suggesting that most issues are resolved satisfactorily at the local level.

Fairness and Resident-Centric Approach

• Housing Ombudsman Requirement: Procedures must prioritize fairness, treating residents respectfully and impartially.
• Current Position at St John’s:
  • Complaints are resolved with a focus on resident satisfaction, demonstrated by proactive apologies and remedial actions.
  • The absence of any referrals to the Housing Ombudsman reflects effective resolution practices and a focus on fairness.

Continuous Learning and Improvement

• Housing Ombudsman Requirement: Providers must demonstrate how complaints are used to improve services.
• Current Position at St John’s:
  • Trends in complaints (e.g., repair delays, contractor behaviour) provide actionable insights for service improvement, hence the continued review of the Complaints record to ensure any reoccurring issue is addressed.
  • The lack of Ombudsman referrals shows that learning from complaints and addressing issues locally is working effectively.

Clear Record-Keeping and Reporting

• Housing Ombudsman Requirement: Comprehensive records of complaints and resolutions must be maintained to evidence compliance.
• Current Position at St John’s:
  • A detailed log of complaints, actions, and resolutions exists, providing robust evidence of compliance.
  • Notably, no complaints have reached the Housing Ombudsman, suggesting thorough and effective documentation and resolution at the internal level.

Learning to Further Strengthening Compliance

• Formalise Resident Feedback: Introduce satisfaction surveys after complaint resolution to continue monitoring resident sentiment.
• Proactive Issue Prevention: Establish a root cause framework to address systemic issues like repair delays or contractor behaviour before they recur.
• Enhance KPI Reporting: Track complaints resolution timelines and outcomes to ensure continuous improvement.

Responding to Reports and Publications

St John’s Winchester has aligned its complaints handling procedures with the Housing Ombudsman’s standards and guidance, ensuring effective resolution of residents’ concerns. A key achievement is that no complaints have escalated beyond Level 1 of the complaints process, demonstrating a commitment to early resolution and resident satisfaction.

Actions Aligned with Housing Ombudsman Publications

Adoption of the Statutory Complaint Handling Code:

• Implemented the Housing Ombudsman’s Complaint Handling Code, which became statutory on 1 April 2024, embedding a positive complaints culture and resolving issues at the earliest stage.
• Conducted annual self-assessments to ensure compliance with the Code, prioritising fair, accessible, and effective handling processes.

Accessibility and Awareness:

• Ensured residents have straightforward access to the complaint’s procedures, with compliance to the Equality Act 2010 for reasonable adjustments where required.
• Communicated clear steps for submitting complaints, including allowing third-party representation in line with the Code’s accessibility guidelines. (FAQs on the Complaint Handling Code)

Early and Effective Resolution:

• Established a robust two-stage complaints process, ensuring clear timescales and prompt responses for all complaints.
• Empowered staff to resolve complaints at Stage 1 effectively, with the authority and training to address residents’ concerns fairly and transparently.
• As a result, no complaints have escalated to Stage 2 or beyond, nor have any been referred to the Housing Ombudsman. This reflects St John’s ability to resolve issues locally and prevent further dissatisfaction.

Learning from Housing Ombudsman Publications:

• Leveraged findings from Annual Complaints Reviews and thematic reports (e.g., complaints about repairs, contractor conduct) to refine practices and pre-empt common sector-wide issues.

Record-Keeping and Transparency:

• Maintained comprehensive records of complaints, their resolution times, and outcomes to ensure auditability and compliance with Housing Ombudsman standards.
• Published the results of annual self-assessments against the Complaint Handling Code, providing transparency and accountability to residents and trustees.

Impact of Early Resolution Approach

• Resident Satisfaction: The absence of escalated complaints demonstrates a high degree of residents’ trust in the process.
• Organisational Efficiency: Addressing issues at Stage 1 minimises resource demands, enabling faster and more focused resolutions.
• Sector Leadership: Adherence to Ombudsman guidance positions St John’s Winchester as a model for effective, resident-focused complaints management.

Key Learning

Continuous Monitoring: Regularly review complaint trends to identify areas for improvement and further reduce potential escalations.

Proactive Engagement: Continue fostering open dialogue with residents to resolve concerns informally before they result in formal complaints.

Strategic Reporting: Develop dashboards to monitor resolution timelines and satisfaction rates, demonstrating alignment with the Ombudsman’s focus on measurable outcomes.

By ensuring no complaints escalate beyond Stage 1, St John’s Winchester exemplifies a commitment to early resolution, responsiveness, and excellence in complaint management.

St John’s Winchester
2024/2025