The Housing Ombudsman published a new Complaint Handling code in July 2020 to set out good practice that will allow us and other landlords to respond to complaints effectively and fairly. This includes how we use learning from complaints to drive service improvements.
We’ve carried out a self-assessment against the Code. The assessment can be found on our transparency page and shows how we comply against the requirements along with actions for areas where we know we need to improve our complaints handling. This self-assessment was reported to our Board on 10th December 2020.
We know that in some areas further action is required to improve. Most of these can be addressed through further training and monitoring, and improving how we learn from complaints. This includes sharing this learning with customers and our Board.
If you’re interested in reading more about the code it can be accessed through the Housing Ombudsman website: https://www.housing-ombudsman.org.uk/