Section 3 - Accessibility and awareness
Code provision 3.1
Code requirement
Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of residents who may need to access the complaints process.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 3 of the Housing Service Complaints Policy states
Complaints will be accepted in any way, including (but not limited to:
- verbally (either by phone or face to face)
- by email
- via the Council’s website
- through social media
- through an advocate, friend or family member where the resident's authority has been obtained (see 3.4 for complaints on behalf of deceased residents)
- in writing
Section 3.4 of the Housing Service Complaints Policy states A complaint can be made on behalf of a resident who has passed away. In these cases, we will accept complaints from the executor or administrator of the deceased resident’s estate (the complainant will need to supply documentation proving their status). In cases where the resident died intestate, we will accept a complaint from a Next of Kin (the complainant will need to supply documentation confirming they are the Next of Kin). If the service does not receive information from the complainant that they are either an executor, administrator, or Next of Kin they will not accept a complaint on behalf of a deceased resident.
Section 8 of the Housing Service Complaints Policy around support and advocacy states:
If you feel daunted at the prospect of making a complaint or are not sure how to go about it or how best to put your case, we will help.
We will encourage you where possible to seek the support of friends, family, or other advocates such as the Citizen’s Advice Bureau as they are independent.
We will help you find such support and will assist people who have difficulty with written or spoken English and to those with a disability and require additional support.
The Council will, where appropriate, accept complaints from advocates or third parties, provided the person affected gives written permission. In some cases, for example children or vulnerable people, if it seems that the person is unable to give permission, a judgement will be made as to whether it is appropriate to accept the complaint from an unconfirmed representative.
Section 14 of the Housing Service Complaints Policy states
The council will promote this complaints policy and process to all Council tenants and leaseholders. This promotion will include:
Information on the Council’s website.
Information in any resident newsletter.
Routine communication, including emails and letters.
All Council officers in relevant services (including sub-contractors/partner organisations) will be aware of the complaint’s procedure relating to the Council’s housing management function and be able to advise residents on how to access the process and what they can expect.
It is the responsibility of all managers to ensure that officers are aware of the complaints process, how it can be accessed and how complaints relating to housing management services are managed.
All Slough Borough Council members of staff must complete mandatory Equality in the workplace training which is renewed yearly.
The Housing Ombudsman service will be widely promoted alongside the complaints process so that residents are aware that they can access the support provided by the Ombudsman.
Commentary / explanation
This is covered by our Housing Service Complaints Policy, alongside training and publishing how residents can access the Housing Ombudsman Service.
Code provision 3.2
Code requirement
Residents must be able to raise their complaints in any way and with any member of staff. All staff must be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the landlord.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 14.2 and 14.3 states that all Council officers in relevant services (including sub-contractors/partner organisations) will be aware of the complaint’s procedure relating to the Council’s housing management function and be able to advise residents on how to access the process and what they can expect.
It is the responsibility of all managers to ensure that officers are aware of the complaints process, how it can be accessed and how complaints relating to housing management services are managed.
A Corporate Objective has been set around complaint handling for the organisation for 2025.
Commentary / explanation
Corporate Complaint handling Objective 25/26 which has been set for all staff which states:
- have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments
- take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and act within the professional standards for engaging with complaints as set by any relevant professional body.
Complaint handling training was rolled out to the Housing Teams in June 2025 to refresh and embed our approach.
Code provision 3.3
Code requirement
High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process. Low complaint volumes are potentially a sign that residents are unable to complain.
Comply
Yes.
Evidence
Complaint volumes have risen in the first quarter of 2025 from the previous year.
We are reaching out to similar sized local authorities in our area and have compared volumes in our Annual Complaints Report however there is no formal benchmarking group in the Berkshire Region.
Commentary / explanation
Noted.
Complaint volumes are being monitored and compared to previous years as part of our monthly review with the lead Member for Complaints and our quarterly review with CLT. Slough Borough Council are currently looking for a local bench marking group to join. We share annual data with other local Councils for our Annual Complaint Handling Report.
Code provision 3.4
Code requirement
Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the two-stage process, what will happen at each stage, and the timeframes for responding. The policy must also be published on the landlord’s website.
Comply
Yes.
Evidence
Housing service complaints policy.
The policy is published on the council website and is easily accessible. It is a 2-stage process and details who will manage and respond to complaints.
Section 3.3 of the Housing Service Complaints Policy states
A two stage complaints process will be used to manage and respond to complaints. All complaints will be acknowledged within 5 working days of receipt and responded to within 10 working days of the complaint being acknowledged at Stage 1 of the process.
Reviewed and responded to within 20 working days of the complaint being acknowledged at Stage 2 of the process.
Section 9 and 10 of the policy states.
Stage 1 Complaints
An appropriate designated officer will be responsible for investigating the complaint at Stage 1 of the process. They will be responsible for ensuring that they deal with the complaint on their merits, act independently, and have an open mind. Give the resident a fair chance to set out their position, take measures to address any actual or perceived conflict of interest; and consider all relevant information and evidence carefully.
They will ensure that responses are comprehensive and comply with this policy.
Responses to complaints at Stage 1 will include:
- confirmation of the complaint stage
- the description of the complaint, including all points to be investigated and addressed
- the outcome of the complaint
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a timeframe for addressing these
- details of how to escalate the matter if dissatisfied
- details of all communication in relation to a complaint will be recorded on Intelex
Where it is not possible to meet the timescales outlined above, due to annual leave or sickness absence etc., an extension of time should be agreed with the complainant and the date that they can expect a full response confirmed with them in writing. They must be provided with the contact details of the Housing Ombudsman.
Stage 2 Management review.
A senior officer will review the complaint and respond in full; the response will set out:
- description of the complaint, including all points to be addressed/ investigated
- the outcome of the review
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a reasonable timeframe to resolve
- details of how to contact the Housing Ombudsman service should the complainant wish to do so
- confirmation that the complaint has now reached the end of the Council’s complaints procedure and will be closed
- the response must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law, and good practice where appropriate.
The senior officer considering the complaint at stage 2 will not be the same person that considered the complaint at stage.
Request to escalate to Stage 2 must be received (date sent via email or date of postmark if hard copy) within 1 calendar month of the date the Stage 1 response was sent. Requests received outside of this timescale will only be reviewed at the discretion of the relevant senior officer.
Residents must not be required to explain their reasons for requesting a stage 2 consideration.
Stage 2 is our final response and must involve all suitable staff members needed to issue such a response.
A copy of the Stage 2 response will be logged on Intelex and the complaint closed at this stage unless an extension of time has been agreed with the complainant.
The Slough Borough Council website has an Accessibility tab which provides information. We want as many people as possible to be able to use this website. For example, that means you should be able to:
- change colours, contrast levels and fonts
- zoom in up to 400% without the text spilling off the screen
- navigate most of the website using just a keyboard
- navigate most of the website using speech recognition software
- listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and Voiceover).
We have also made the website text as simple as possible to understand.
AbilityNet has advice on making your device easier to use if you have a disability.
Commentary / explanation
The two stages are set out in the Housing Service Complaints Policy which is published on our website and is easily accessible.
Code provision 3.5
Code requirement
The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 14.4 of the Housing Service Complaints Policy states
The Housing Ombudsman Service will be widely promoted alongside the complaints process so that residents are aware that they can access the support provided by the Ombudsman.
This promotion will include:
- information on the council’s website
- information in any resident newsletter
- Housing highlights newsletter
- Posters at our Resident Hubs
- Routine communications, including emails and letters.
MEL Research carries out our TSM surveys - the statement below is used online and in their telephone script.
Statement included: If you are dissatisfied with the service that has been provided, write to us and let us know. Details of our complaints process and access to the Housing Ombudsman can be found on our website.
Commentary / explanation
This is included in our Housing Service Complaints Policy which was reviewed in March 2025.
Code provision 3.6
Code requirement
Landlords must give residents the opportunity to have a representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the landlord.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 8 of the Housing Service Complaints Policy around support and advocacy states
If you feel daunted at the prospect of making a complaint or are not sure how to go about it or how best to put your case, we will help.
We will encourage you where possible to seek the support of friends, family, or other advocates such as the Citizen’s Advice Bureau as they are independent.
We will help you find such support and will assist people who have difficulty with written or spoken English and to those with a disability and require additional support.
The Council will, where appropriate, accept complaints from advocates or third parties, provided the person affected gives written permission. In some cases, for example children or vulnerable people, if it seems that the person is unable to give permission, a judgement will be made as to whether it is appropriate to accept the complaint from an unconfirmed representative.
Commentary / explanation
This is included in our Housing Service Complaints policy
Code provision 3.7
Code requirement
Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint.
Comply
Yes.
Evidence
Section 14.4 of the Housing Service Complaints Policy states
The Housing Ombudsman Service will be widely promoted alongside the complaints process so that residents are aware that they can access the support provided by the Ombudsman.
This promotion will include:
- information on the council’s website
- information in any resident newsletter
- Housing highlights newsletter
- Posters at our Resident Hubs
- Routine communications, including emails and letters.
MEL Research carries out our TSM surveys - the statement below is used online and in their telephone script.
Statement included: If you are dissatisfied with the service that has been provided, write to us and let us know. Details of our complaints process and access to the Housing Ombudsman can be found on our website.
Section 7.2 of our Housing Services Policy states that our acknowledgement letter will include:
- clarification of the nature of the complaint. Where this is unclear, the person responsible for logging the complaint will contact the complainant to clarify the complaint
- the date by which a formal response will be sent.
- details of the team or service that will be investigating and responding to the complaint
- details of how the complainant can contact the Housing Ombudsman should they wish to do so.
A link to the Complaints Policy/Procedure on the council website.
Commentary / explanation
Our Housing Service Complaints Policy. Process, Procedures and templates were all reviewed in March 2025.