Complaints Handling Code

Measures and our performance

The Complaint Handling Code sets out good practice for landlords to respond to complaints. You can find it online on Housing Ombudsman website. Each year we assess ourselves against the code. You can find our assessments and governance response below.

Improvements we have made

  • Quick response time: Our average acknowledgement time is 2 working days.
  • Forward thinking solutions: We established Housing Complaints Board to enhance your customer experience by identifying recurring issues, taking action and thereby reducing complaints.
  • Consistent complaints handling: Our Housing staff have been trained in Complaints Handling, ensuring a uniform approach to addressing issues.