Hargrave Hall Community Association Complaints Policy

Hargrave Hall Community Association (HHCA), as the manager of Hargrave Hall Community Centre, Girdlestone Community Centre and Harry Rice Hall believe that if a user of the Hall wishes to make a complaint or register a concern, they should find it easy to do so. HHCA’s policy is to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide a better service. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by users are taken seriously. The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is NOT part of HHCA disciplinary policy. HHCA’s aim is to ensure that its complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

Who can make a complaint?

  • Any member of the public who has used a service at Hargrave Hall Community Centre, Girdlestone Community Centre or Hall Rice Hall
  • Named representatives of long term user groups

Separate procedures exist for:

  • Staff, trustees and volunteers:

Complaints Procedure

In implementing this policy there are 3 stages to HHCA’s complaints procedure: namely informal oral complaints, formal written complaints and hearing and lastly reference to Islington Council’s Community Centres Mediation Group. A complainant can skip stage 1 and commence the complaint process with a Stage 2 formal written complaint.

Stage 1 – Oral Complaints

  • HHCA employees who receive an oral complaint, no matter how seemingly unimportant, should seek to solve the problem immediately, if possible, without adopting a defensive or aggressive attitude
  • All contact with the complainant should be polite, courteous, and sympathetic
  • At all times staff should remain calm and respectful
  • HHCA employees should not accept blame, make excuses or blame others
  • If the complaint is being made on behalf of the user by an advocate it must first be verified that the person has permission to speak for the user, especially if confidential information is involved. It is very easy to assume that the advocate has the right or power to act for the user when they may not. If in doubt it should be assumed that the user’s explicit permission is needed prior to discussing the complaint with the advocate.
  • After talking the problem through the member of staff dealing with the complaint should suggest a course of action to resolve the complaint. If this course of action is acceptable then the member of staff should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (i.e. through another meeting, by letter or email).
  • If the suggested plan of action is not acceptable to the complainant, then the member of staff should ask the complainant to put their complaint in writing to the Board of Trustees (Stage 2)
  • In both cases details of the complaint and the way in which it was resolved if that is the case should be recorded on a complaint form. A copy of that form should be offered to the complainant.

Stage 2 – Written Complaints and hearing

The written complaint should include clear detailed reasons for the complaint with copies of any relevant documentation. The complaint can be sent via email at chair@hargravehall.co.uk or by letter addressed to:

Chair – Hargrave Hall Community Association, Hargrave Road, London, N19 5SP

  • When a complaint is received in writing it should be passed on to the Board of Trustees to be noted at the next monthly Trustees ‘meeting. It should be recorded in the minute notes.
  • Within 5 working days of receipt of a written complaint, an acknowledgment in writing should be sent to the complainant together with a brief explanation of how the complaint with be dealt with in accordance with this policy.
  • Immediately on receipt of the complaint HHCA should launch an investigation. The Chair and Development Manager shall carry out an investigation. Alternatively, if the Chair determines that it would be more appropriate for the Trustees to carry out the investigation (whether because the managers are conflicted or for reasons of seriousness or otherwise in the Chair’s discretion), the Chair shall appoint not less than 2 Trustees (not directly involved in the complaint) to carry out the investigation. Within 28 days of receipt of the written complaint they should be in a position to provide a full explanation of the results of their investigation to the complainant in writing.
  • If necessary, as part of that investigation, further details should be obtained from the complainant and any other party involved including HHCA employees.
  • If the issues are too complex or there is any other circumstance that means that the investigation cannot be completed within 28 days, the complainant should be informed of any delay and the reasons for it.
  • If the complaint raises potentially serious matters, advice should be sought from a legal advisor. If legal action is taken at this stage any investigation by HHCA under the complaint’s procedure should cease immediately.
  • Once the complainant has received the written results of the investigation, the complainant then has the option to request a meeting with the Trustees who carried out the investigation. That meeting will be arranged within 14 days of receipt of the request.
  • When a meeting is arranged the complainant should be advised that they may, if they wish, bring a friend or relative or a representative such as an advocate ( but not including legal representation for the complainant).
  • At the meeting a detailed explanation of the results of the investigation should be given and the complainant shall be entitled to make representations.
  • Within 5 working days of the meeting a final written determination of the investigation should be sent to the complainant. If the complainant is not satisfied with that determination they may take the matter to Islington Council’s Community Centres Mediation Group.
  • The outcomes of the investigation and the meeting should be recorded on appropriate documentation and any shortcomings in HHCA’s procedures should be identified and acted upon.
  • HHCA complaints procedure should be audited by the Development Manager every 12 months.

The complaints policy is published on www.hargravehall.co.uk. A link to the policy will be clearly displayed on the users booking form.

Note 1 -If a formal written complaint is received during the 2 weeks preceding the Islington Council summer and Christmas school holidays, the time limits in this policy shall run from the first day of the next term.

Note 2 – If the Chair is the subject of any complaint or is not available to implement the process, references to the Chair shall be deemed to be references to the Secretary and/ or Treasurer of HHCA.

Training

HHCA is responsible for organising and co-ordination of training. All staff should be trained in dealing with, and responding to, complaints. Complaints policy training should be included in the induction training for all new staff and in-house training sessions on handling complaints should be conducted at least annually and all relevant staff should attend.

This new Complaints Policy (which replaces any previous policy) was approved by the Trustees in November 2024.