New Complaints Handling Code helps shape our services

We've changed the way that we deal with complaints and compliments. In December, we published our first complaint handling self-assessment and you can read it here.

We want to hear from you —the good and the bad. It’s important to us that we make sure your feedback is heard as it gives us the opportunity to improve the services we provide to you.

In July last year, the Housing Ombudsman Service published a new Complaints Handling Code – outlining good practice that ensures landlords respond to complaints effectively and fairly.

That is why we have made it easier for you to send us your complaints and compliments.

Complaints - when you believe that we haven't delivered on the service we promised
Compliments - tell us when we have done something well

You can find everything you need to know about our complaints and compliments process here.

What does this mean for our customers?

The Housing Ombudsman's website says, 

The Code will act as a guide for residents setting out what they can and should expect from their landlord when they complain. The requirements in the Code also provide residents with information about how to make a complaint and how to progress it through the landlord’s internal complaints procedure.


Following this, we have published our first complaint handling self-assessment.

We are pleased to say that the outcome of the self-assessment revealed the Trust is compliant with the new Complaint Handling Code. This means our complaint process is strong and effective in accordance with the good practice required by the Housing Ombudsman.

Take a look at our self-assessment here

Whilst this is fantastic news and shows the Trust's commitment to quick resolutions and fair outcomes - we will still be looking for ways to improve and we will do this by looking at the lessons learnt and speaking with our customers.

We have also been working hard to create lots of new ways to get involved and have your say.
Find out more about these opportunities today.

Read our related policies

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