We always aim to resolve a complaint ourselves within our internal process. We recognise sometimes this is not possible. At the end of our internal process, a customer may choose to ask the Housing Ombudsman Service to investigate their complaint if they remain dissatisfied.
The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with it. The service is free, independent and impartial. It can advise customers at any stage of the complaint process, even if you are unsure about whether to make a complaint.
You can read more about the service on the Housing Ombudsman website.
The Housing Ombudsman published a new Complaint Handling Code in July 2020, setting out good practice that will allow landlords to respond to complaints effectively and fairly.
Landlords are required to self-assess against the Code and publish the results for our customers. You can read our self-assessment form below. We will publish an updated version of this in April 2021 to show our progress in meeting the requirements of the Code.
Complaint Handling Code self assessment form (PDF, 159KB)