Learning from complaints - Our work with the Housing Ombudsman

We are a member of the Housing Ombudsman Scheme, and we’re committed to its Complaint Handling Code. This means you can be reassured that if we can’t resolve your complaint there’s an independent body who can assess how we’ve dealt with your concerns.

As well as investigating complaints, the Housing Ombudsman also provides guidance to help associations like us to keep improving our services for you:

Clear communications

It recently published guidance to help us make sure that when we get in touch with you, we provide clear information. You can read more about what the Housing Ombudsman says about communications here.

• We’re currently reviewing the letters that we send you when we’re looking into a complaint to make sure that we’re giving you clear and accurate information.
• We’ve also provided guidance to colleagues about responding to your complaints in line with the Ombudsman’s recommendations.
• We’ve created training for all colleagues and a course dedicated to making sure that complaints are responded to in a positive way.

Using data to improve our services

We know that service-related issues are one of the most common reasons for complaints. That’s why we’re investing in new ways to better understand where problems are likely to occur. By using data, technology and automation, we can identify areas where improvements are most needed. We’re also exploring how Artificial Intelligence (AI) can help us spot patterns in complaints, so we can take action earlier and help prevent issues before they happen. Feedback from customers like you is helping us shape a modern, more responsive service.