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Annual complaints performance and service improvement report

We’re pleased to present our annual complaints performance and service improvement report. This report details our commitment to continuous improvement through effective complaint handling and fulfills the requirements set by the Housing Ombudsman Service.

The report includes:

  • The board and member responsible for complaints response to the report
  • The annual self-assessment against the Complaint Handling Code to ensure our complaint handling policy remains in line with its requirements
  • A qualitative and quantitative analysis of our complaint handling performance and details of any complaints we have refused to accept
  • Findings of non-compliance with the Complaint Handling Code by the Ombudsman
  • The service improvements we have made as a result of learning from complaints
  • The annual report about our performance from the Ombudsman
  • Reports or publications produced by the Ombudsman in relation to the work we have done.
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