The Housing Ombudsman has issued a new Complaints Code which seeks to enable landlords to:
- resolve complaints raised by their residents quickly and
- use the learning from complaints to drive service improvements
We agree with these aims and already comply with the majority of the recommendations.
However, the new code suggests a two-stage procedure for complaints, at Women’s Pioneer we currently operate a three-stage complaints procedure. The complaint is first heard by a Manager, then a Director then a panel made up of the CEO, Board Member and Resident Engagement and Scrutiny Panel Member. We have consulted the Resident Engagement and Scrutiny Panel (RESP) and there were mixed views.
Please also let us know if you have any further ideas for how we could improve our complaints process. We will discuss the consultation results with the RESP before making a decision. You can email us at [email protected]
Our complaints policy can be read here:
The new Housing Ombudsman Code can be read here: