Comments, Compliments and Complaints

Your views are important to us. Future services that we provide will be improved and shaped by your feedback. This may come to us as a complaint or just though us engaging with you and asking you what you think of our services. We believe passionately that services should be relevant to residents’ needs and what they want, not what we think they want.

If you are unhappy about a service you have received, such as a repair, we ask that you contact us and give us a chance to rectify the situation.

However, if you have spoken to us about the issue previously and feel that we have not dealt with your concerns properly, then we will investigate through our complaints process.

Housing Ombudsman Complaint Code self-assessment

In July 2020, the Housing Ombudsman published its Complaint Handling Code, which requires landlords to complete regular self-assessments of their complaints process.

The Code promotes the progressive use of complaints, providing a high-level framework to support effective handling and prevention alongside learning and development.

This Code ensures complaint-handling data is being used consistently across landlord members, promotes engagement at different levels within a landlord, and sets out expectations for boards or equivalent governance, senior executives and frontline staff.

The Ombudsman expects landlords to carry out regular self-assessment against the Code and take appropriate action to ensure their complaint handling is in line with the Code.

The Ombudsman also expects landlords to publish the outcome of their assessment and report it to their board members.