CHRISTIAN SENIOR CITIZENS HOME ASSOCIATION OF CHATHAM
                                                                               Operating: South Chatham Village
                                                                        97 - 40 Elm Street, Chatham, Ont. N7M 6A5

COMPLAINT POLICY

Approved by the Board of Directors: Oct.. 30, 2002

Responding to Tenant Complaints about other Tenants

 

Tenant Resolution
 

1.      All tenant complaints about other tenants in the Christian Senior
           Citizens Home will be reviewed by the Superintendent.

 2.     All tenants will be encouraged to provide the complaint in writing by
            using the Tenant Complaint Form.

3.      The Superintendent will make an assessment of whether the complaint
            is legitimate.

4.         If abuse, violence or illegal activities are involved, the tenant should call
             the police directly.

5.       If the complaint is not being pursued further, specific reasons must be
            documented.

6.       If there are minor disturbances or disputes between tenants, the tenants
            will be encouraged to find a solution to the problem themselves first.

7.       If the complaint is resolved, the Superintendent will document the
            solution in both tenant's files.

8.        If the problem cannot be resolved between the tenants, the
             Superintendent will intervene.

 

 

Management Resolution

 

9.      The Superintendent will speak to the tenant being complained about,
            prepare a written report, and speak to any witnesses or neighbours
            regarding the incident.


10.     The matter will then be referred to the Board who will appoint qualified

           directors to take over responsibility.

11.      The appointed Directors will bring the tenants together and facilitate open and respectful communication between the tenants in a neutral setting.

12.       If tenants are not willing to come together to discuss the problem, the Directors
 will act as a go-between and meet with each tenant Separately.

 

13.     The Directors will follow-up with letters to each tenant describing the problem, what
was discussed, the resolution and consequences should this same problem reoccur.

 

14.     If the incident is serious enough to constitute grounds for eviction, the Directors will,
ensure that the tenant the complaint is brought against is notified in writing about
the findings of the investigation, the evidence collected to support the complaint and
the Christian Senior Citizens Home's intention to begin eviction procedures if the
problem is not rectified.

Documentation

 

15.    All complaints will be logged and all conversations and actions will be noted on the

files of the tenant making the complaint and the tenant the complaint is about.

16.    On a monthly basis, a report will be made to the Board outlining the general nature
           of the complaints received and the progress toward resolution.

17.     It is important to protect the privacy of all persons involved in a complaint.

 
 

The Right of Appeal

18.     Tenants who have reason to believe an investigation has not been conducted properly and according to these procedures can appeal the findings to the Board of Directors.

 

Responding to Complaints about Management and Administration

 

1.  Any tenant who feels he/she has a complaint against management may contact
the Superintendent or the President to discuss the concern.

2.  If this does not resolve the complaint, the tenant should put the complaint in
writing and forward it to the Superintendent or President who will then meet with the tenant
within five business days to discuss the matter. All conversations will be
documented.

3.  If the matter is still not resolved, the President will forward the complaint to the appropriate committee of the Board of Directors.

4.  The appropriate Committee will review the complaint within 31 days of receipt.
The complaint will then be presented to the Board at the next Board meeting, along with the committee's recommendation for action.

5.      The Board will respond to the tenant of their decision in writing.

 

 

  CHRISTIAN SENIOR CITIZENS HOME ASSOCIATION OF CHATHAM

                                                                    Operating: South Chatham Village
                                                           97 - 40 Elm Street, Chatham, Ont. N7M 6A5

TENANT'S COMPLAINT RECORD

The Christian Senior Citizens Home provides this form to tenants who have complaints about a
neighbour and who would like a convenient place to make a record of what is happening.
A letter with similar information is also fine if you would prefer to give us the information
in that way.

 

Point form is fine. Give lots of detail.

Were the police called? Were there other witnesses? Was there any damage to your
property? The Christian Senior Citizens Home's property? Anyone else's property?
Was anyone hurt in any way? What, as close as you can remember was said?

Date

Times

Describe what happened

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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