Listening to you
The Housing Ombudsman Complaint Handling Code came into effect in January 2021 setting out a standard for landlords to follow when dealing with complaints.
In February 2022 our corporate feedback and complaints policy was updated and publicised, this was to ensure consistency with complaint handling across the council and set out how we will deal with complaints.
We are usually able to resolve issues at an early stage by raising them with the relevant service area. Where formal complaints are made, we follow a two-stage process and carry out a detailed investigation.
In 2021/22 we received:
- 22 Stage 1 complaints
- 13 Stage 2 complaints
- 5 determinations by the Housing Ombudsman
Your feedback enables us to continually review and develop our services. In 2021-2022 we developed a feedback form for complaint handling, so you have an opportunity to give us your feedback on how we handled your complaint and where we could improve.
This feedback is recorded and acted upon to ensure your views are heard.
Our feedback and complaints policy was updated in September 2023 in line with the updated complaint handling code that came into effect on 1 October 2022. We have published our self assessment against the updated code.
You can view our complaints policy on our website.
To contact the Housing Ombudsman please visit their website at housing-ombudsman.org.uk.