The role of the Housing Ombudsman
We are a member of the Housing Ombudsman Service who provide a free, independent, and impartial service to investigate complaints and resolve disputes involving tenants and leaseholders of housing associations and other landlords. The Housing Ombudsman Service can request us to act if they decide we have not managed customer complaints properly.
As part of our membership, we are expected to comply with the Housing Ombudsman Complaint Handling Code introduced in 2020. The Complaint Handling Code became statutory from the 1st of April 2024, and we now have a legal duty to comply with the requirements of the Code. This includes producing an annual Complaint Handling and Service Improvement Report and completing a self-assessment against the Code.
Customers can refer their complaint to the Housing Ombudsman Service. This is generally where customers have allowed us the chance to use our two-stage complaint process but are not happy with our response.
However, customers can contact the Housing Ombudsman Service for help, support and advice at any time, and in fact they strongly recommend that customers go to them for free advice rather than using solicitors.
Please refer to our self-assessment against the Housing Ombudsman Complaint Handling Code.
Details of our complaint performance for 2023/24 is now available. Please refer to our Complaint Handling and Service Improvement Report. The first page of the report includes a statement of response from our Member Responsible for Complaints on behalf of the Board of Management.
