Our complaints performance

The Housing Ombudsman requires landlords to carry out regular self-assessments against its Complaint Handling Code, and take appropriate action to make sure we are in line with the Code. The aim of this self-assessment is to assess whether we are compliant and identify where we can improve.

Here are the results of our first Housing Ombudsman self-assessment. Click the plus signs to see the answers to each question.

Definition of a complaint

Accessibility

Complaints team and process

Communication

Cooperation with Housing Ombudsman Service

Fairness in complaint handling

Outcomes and remedies

Continuous learning and improvement