What you need

These resources guide you through the steps to plan, agree and run your Local Management Agreement.

Problems

No-one has ever run a service that is entirely problem-free. So, residents providing services under a Local Management Agreement must have procedures in place to handle complaints and other problems that crop up.

Complaints from residents
You should design and use a system to match local circumstances, but it must include:

• A written record of all complaints (detailing who has complained, when, what about, and what the response was)
• Firm time limits for responding to complaints (for example, complaints will be acknowledged within 24 hours, investigated within two working days, and resolved or responded to within five working days).
• A customer-centred approach that takes all complaints seriously, and apologises quickly and sincerely for any problems. Saying sorry goes a long way!
• Clear arrangements for compensating people if they have lost out because of the way the service is provided (for example, someone’s private garden being damaged by work to a communal area).
• Clear links to the Council’s complaints policy and procedures (to make it clear when a complaint might have to be referred to the Council or to the Ombudsman service).

Complaints from the Council
Because it is still ultimately responsible for services provided under a Local Management Agreement, the Council can step in if things aren’t going well. The Agreement gives the Council permission to inspect the quality of work and systems at any reasonable time, and we will tell the residents or group responsible in writing if there are any shortfalls in the service.

Trustees then have one month to put things right, or allow the Council to put things right and recover the costs from the Local Management Agreement budget.

Ending the agreement
Hopefully rare, but sometimes things just don’t work out. So, Local Management Agreements allow both parties to end the agreement by giving notice in writing – for example, if problems which have been notified aren’t put right.

Mediation and arbitration
If there is a serious dispute between residents and the Council (for example, about standards or payment) and the parties cannot agree, you can involve an independent mediator or use binding, independent arbitration. Mediators can help parties see the other side of the dispute and reach common ground. Arbitrators hear both sides of the argument in a more formal way, and then reach a decision, which everyone must accept and act upon.