Complaints Self Assessment

The Housing Ombudsman has devised a Complaint Handling Code, which provides a framework for high-quality complaint handling and greater consistency across landlords’ complaint procedures. It’s designed to help landlords to resolve resident complaints quickly and review learnings to improve services.

The Housing Ombudsman expects landlords to carry out regular self assessments against the Code and take appropriate action to ensure their complaint handling is in line with the framework. Targets complaints self assessment can be viewed below.

Board members have reviewed the 2024 self-assessment against the Housing Ombudsman Complaints Handing Code. Members are assured that the Association complies with the Code and that complaints received from tenants are dealt with in accordance with the Code.

“I can confirm on behalf of the Target Housing Board that Trustees review and monitor the performance of the association based on the compliments and complaints and the service improvement reports presented on a quarterly basis. The reports give trustees confidence and assurance that the Association is meeting both its statutory and regulatory responsibilities in relation to property condition and decency standards.