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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

We're committed to being more responsive and transparent, which includes:

  • Keeping everyone updated on the results of complaint investigations.
  • Being very clear what we can and cannot do.
  • Making it straightforward to escalate complaints when necessary.
  • Working with our contractors to make sure they’re giving a quality service

This has resulted in an increase in the number of stage 1 and 2 complaints responded on time!