Housing Ombudsman Complaint Handling Code - Self‑Assessment
We are required by the Housing Ombudsman to assess how well our complaints service meets the Complaint Handling Code.
This self‑assessment shows where we comply with the Code, where we are improving, and how we use learning from complaints to improve our services for residents.
What the Housing Ombudsman Complaint Handling is
The Complaint Handling Code sets out good practice for handling complaints in social housing.
It ensures complaints are:
- Easy to make
- Handled fairly and promptly
- Used to improve services
All landlords must comply with the Code and publish an annual self‑assessment.
Our commitment to the Code
We are committed to handling complaints in line with the Housing Ombudsman’s Complaint Handling Code.
Our leadership team and governing body review our complaint handling performance and self‑assessment regularly.
How we completed our self‑assessment
Our self‑assessment was completed by reviewing:
- Our complaints policy and procedure
- Complaint case files
- Response times and outcomes
- Feedback from residents
The assessment is reviewed at least once a year and updated when our complaint process changes.
Summary of compliance with the Code
We currently comply with the majority of the Complaint Handling Code requirements.
Where we have identified areas for improvement, we have set out clear actions and timescales to address them.
Areas for improvement and actions
We have identified the following areas for improvement:
- Response times – We are improving monitoring to ensure responses are sent within set timescales.
- Complaint recording – Staff training has been refreshed to ensure all complaints are logged correctly.
Progress against these actions is monitored by senior managers.
Learning from complaints
We use complaints to improve our services. Recent learning has led to:
- Clearer letters to residents
- Changes to how repairs appointments are managed
- Additional staff training on complaint handling
Escalating a complaint to the Housing Ombudsman
If you are dissatisfied with our final complaint response, you can contact the Housing Ombudsman Service:
- Website: www.housing-ombudsman.org.uk
- Email: info@housing-ombudsman.org.uk
- Phone: 0300 111 3000
You can download our latest Complaint Handling Code self‑assessment here
