We’re making changes to improve our complaint handling process

We’re introducing a range of new measures to improve services and reduce the time taken to resolve complaints.
New Homes
We are improving our complaint handling processes
We know our complaints handling process has not been as good as it could be, so we’ve listened to customer feedback and are putting in place an improvement plan.

To improve our complaint handling process we have:

  • Bolstered our complaints team with the recruitment of 3 new case workers
  • Introduced trained champions across the organisation. They are experts who investigate complaints and develop action plans to put things right
  • Made it easier for customers to report a complaint in different ways, including in-person, online, letter or by phone
  • Launched a new system to help us monitor and track customer complaints better and spot when there is a delay
  • Worked on a new policy for how we assess and award compensation payments
  • Introduced new timescales for resolving complaints.
Antonia Phillips, Interim Head of Complaints and Resolution, said: "We’ve listened to customer feedback and put in place some changes to our complaints handling process.

“The first step has been the expansion of our complaints team with the recruitment of new case workers and complaints champions. We’re also investing in training for more of our staff to help ensure speedy resolutions and a better customer experience.

“We’re using ongoing customer feedback to learn from our mistakes to improve the services we provide. We know it’s important that we say sorry when we get things wrong and put it right as quickly as we can.”

The Housing Ombudsman Service

These changes are being rolled out after carrying out a review of our services as part of the Housing Ombudsman’s new Complaint Handling Code.

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations registered with them.

The service is free, independent and impartial. It seeks to resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities).

Customers can find out more about our complaints process by visiting the help section on our website.