Complaint Handling Code – Self-assessment
In July 2020, the Housing Ombudsman published its Complaint Handling Code.
This sets out how landlords should respond to complaints effectively and fairly.
We self-assessed against the code in December 2021. Here are the results:
Definition of a complaint
"An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents."
Yes, evidence is relied upon.
Complaints team and process
Stage one (with extension) = 95%
Stage two (with extension) = 98%
96% of complaints resolved within our internal complaints process
Cooperation with Housing Ombudsman service
Fairness in complaint handling
Outcomes and remedies
Continuous learning and improvement
- Complaints regarding complaint handling - 40 staff members including senior managers attended Effective Written responses and Appropriate Remedies training delivered by the Housing Ombudsman Service. 80 customer facing staff received complaint handling code training to facilitate early resolution and right first-time case handling.
- Complaints about service charge administration – We have re-structured the team and recruited additional Service Charge Specialist/Analysts with requisite expertise to deliver an effective and transparent service.
- Complaints regarding poor communication in relation to cladding/remedial work – We introduced a dedicated page on our website for residents where they can keep up to date with cladding FAQ’s and latest developments. We introduced bi-monthly resident meetings. We also introduced a quarterly Building Safety Newsletter for all residents. Topics include general building safety and cladding updates.
Resident Panels as a standing item on each agenda with a report on performance, trends and learning.
Customer Services Committee as a standing item on each agenda with a report on performance, trends and learning. Group Board with a strategic overview on performance.
The annual report includes overall performance and themes. We are moving to more detailed measures in 2022 to include information on learning and service improvement.
- Introduced new Complaints Policy and Procedure
- Revised our complaints templates to align to Housing Ombudsman best practice
- Introduced new Reasonable Adjustment’s Policy
- Introduced new Compensation Policy
- Delivered training to staff on Complaint Handling Code
- Introduced new methodology to collect satisfaction data.