At Sturts Community Trust (SCT), we are dedicated to fostering a supportive, inclusive, and thriving community where every voice matters. We understand that from time to time, concerns or issues may arise, and we want to make sure everyone feels comfortable and empowered to speak up. Whether positive or critical, your feedback is essential in helping us build a better living environment for all.
An Open and Inclusive Culture
Our community is built on open communication, collaboration, and mutual respect. We believe in engaging with each of our residents through multiple channels, ensuring that everyone has access to express their concerns. In a co-housing setting, face-to-face interactions are highly valued, and we make every effort to adapt our communication to meet individual needs, including offering support for those with disabilities, especially in matters related to communication.
At SCT, we pride ourselves on being a community that listens. Whether you have a minor concern or a more complex issue, we welcome your input. We also recognize that some tenants may require help raising a concern, and we encourage family members, carers, or trusted advocates to act on behalf of those who may face difficulties in doing so themselves.
A Simple, Two-Stage Process
Our complaints process is clear, straightforward, and designed to resolve issues as quickly and efficiently as possible. We operate a two-stage process:
- Stage 1: Local Resolution – At this stage, your complaint will be carefully considered, and we will work with you to understand the issue. We aim to resolve most concerns within 10 working days, but we are flexible and can extend the timeframe when necessary, particularly if the issue is complex. If the complaint is not resolved at this stage, you will be informed about the next steps.
- Stage 2: Review – If you remain dissatisfied, the complaint will be reviewed by a senior member of our team. We will ensure that all concerns are addressed in a thorough and fair manner. At this stage, we strive to give a final response within 20 working days. Should the complaint still remain unresolved at this stage, clear guidance will be provided on how to escalate the issue to the Housing Ombudsman.
Clear Communication and Transparency
We understand the importance of keeping you informed every step of the way. At both Stage 1 and Stage 2, we will provide a written summary that outlines the nature of the complaint, the actions taken, and the outcome, as well as how to escalate the matter to the Ombudsman if you are still dissatisfied. We believe in transparency—all decisions and actions are communicated clearly, and we make sure you understand the reasoning behind them.
Continuous Monitoring and Improvement
We are committed to learning and improving from each piece of feedback we receive. Our complaints process is regularly reviewed to identify trends, address any recurring issues, and refine our services. By closely monitoring complaints and their resolutions, we ensure that we are consistently delivering the best possible service to our tenants. This is part of our culture of continuous improvement, where every complaint is an opportunity to enhance the way we support our community.
Access to the Housing Ombudsman
If you feel your complaint has not been resolved to your satisfaction after Stage 2, we provide clear guidance on how to contact the Housing Ombudsman. We recognize that some issues may be more complex, or there may be delays in achieving a resolution. In such cases, we want you to feel supported in taking your complaint to an independent body to ensure fairness and accountability.
Inclusive, Accessible, and Supportive
Above all, we strive to ensure that our complaints process is inclusive, accessible, and supportive of all our tenants, regardless of their background or circumstances. We are committed to making any reasonable adjustments necessary to ensure that everyone can engage with the process effectively, whether it’s through alternative formats, additional time, or support from trusted advocates.
This narrative emphasizes the principles of inclusivity, transparency, and continuous improvement in the complaints process, all within the framework of SCT’s co-housing community. It reassures tenants that their concerns are valued and will be handled fairly and promptly, with a clear path for escalation to the Ombudsman if needed.
Related Links: