Complaints Handling Update

Our Self-Assessment

We have checked how we handle complaints, which we are required to do so by the Housing Ombudsman’s Complaint Handling Code. Click here to find the report on our website.

This assessment shows how we deal with complaints. In most areas, we’re meeting the requirements, but we need to improve in these ways:

We have seen a drop in number of complaints recently, we are experiencing some delays in responding to complaints and we would like to apologise if you have been affected by this.

We are in the process of recruiting a Complaints Manager with interviews being held in mid-November. The priority for this role will be improving the response times for complaints so we can meet the 10 working days as set out in the Complaint Handling Code.

Landlord’s Report

We have received our annual landlords report for 2022/23 published by the Housing Ombudsman. You can find the report on the Housing Ombudsman website.

This report tells us about complaints the Housing Ombudsman made decisions on this year. The report identified that we have a high maladministration rate, and we are currently viewing the information to identify any learnings from it. This information will be presented to the Tenant Assurance Panel at a future meeting.

Please remember that you can contact the Housing Ombudsman anytime through:

Website: www.housing-ombudsman.org.uk

Telephone: 0300 111 3000

Address: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ