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Improving our complaints service

We always aim to provide an excellent service to our customers.

However, if we get things wrong, we want to put it right and learn from our mistakes. If you make a complaint, we’ll investigate it fully and handle it fairly. We’ll always offer support to anyone who requires it and consider your individual needs when providing a resolution to your complaint.

To learn more about how we handle complaints or for more information and advice, please our complaints page.

Housing Ombudsman Complaint Handling Code

The Code provides guidance to support the effective handling and prevention of complaints. Its purpose is to enable landlords to resolve complaints promptly and fairly and to use the learning to make service improvements. Compliance with the Code forms part of the membership obligations set out in the Housing Ombudsman Scheme. View the Complaint Handling Code at

We’ve carried out a self-assessment against the Code which sets out the areas where we comply and the actions we’re taking to improve how we handle and learn from the complaints we receive - you can find it here.

We’ve developed a complaints improvement plan so we can track and monitor progress against our actions that still require further work.

Improvements from your feedback

Your feedback makes a vital difference to the way we deliver our services. Some of the recent improvements we’ve made by listening to you include:

Work is taking place to improve our repair service and embed new working practices. We’ve reviewed the repair works associated with complaints to ensure these were given priority.

We’ve reviewed how our new repairs contact centre can work more efficiently so you’re able to report your repair and discuss any enquires you have about existing repairs promptly. We’ll continue to monitor call handling volumes and review new ways of working.

We’ve improved the lettings process so there’s regular communication to customers who are waiting to move into their new home

We’ve listened to your feedback and now use a different contractor for our kitchen installations.

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