Jo
The purpose of the AA model Complaints Policy is to be compliant with the requirements of the Housing Ombudsman. So,.if you are a member of the Housing Ombudsman Service, you actually need to leave the Policy well alone.
If you are not a member of the Housing Ombudsman Service (and more almshouses are than aren’t, I would guess) then you can either feed the model template through an on-line summariser app or, better still, condense each paragraph of the model policy into an essential summary, using your own words. For each paragraph, simply ask yourself ‘In a nutshell, what is this paragraph/section telling me I need to do?’ You won’t half get to know your policy well by the end of that process!
Which, in the words of Sellar and Yeatman (of ‘1066 and All That’ fame) can only be a ‘GOOD THING’.
Nick Stiven
clerk@stjohnswilton.org.uk