Welcome to our Annual Self-Assessment of Complaints in line with The Housing Ombudsman Complaint Handling Code, which we are obliged by law to follow its requirements. The code aims to achieve best practices in complaint handling and ultimately to provide a better service to tenants.
As well as completing an annual self-assessment, we have a Council Complaint’s Champion who signs off the code and vets what we do, Cllr Clare Cummins. Cllr Clare Cummins Cabinet Member for Housing and Complaint Champion, has oversight of complaints, ensuring tenants remain at the heart of our learning and that we have a positive complaint culture, and has stated:
“I am satisfied with the complaints self-assessment. I understand the complaints process and I am happy that we apply a fair and process. I can see we communicate our performance monthly and via our newsletters and I am meeting regularly with the complaints manager to test our handling of complaints against the process, reviewing case studies for robustness and our ability to deal with our most vulnerable customers. I have reviewed the complaints code and the evidence submitted. I will be involved in the scrutiny of complaints over the course of the year and will meet with service leads about our complaints learning, achievements, and changes made as a result. I am aware of our complaints learning and priorities.
These are; Complaint definitions:
- Complaint timescales
- Implementing learning
- Reasonable Adjustment for tenants and applying tailored services where needed
- Communicating our actions.”
- pdf file
