At the end of our internal process, a customer may choose to ask the Housing Ombudsman Service to investigate their complaint if they still are dissatisfied.
The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with it. The service is free, independent and impartial. It can advise customers at any stage of the complaint process, even if you are unsure about whether to make a complaint.
You can read more about the service on the Housing Ombudsman website.
During the year, we received 6 full file requests about complaints that went to the Housing Ombudsman but only received determinations from 4 of the 6 cases referred within the reporting year.
We are proud that we responded to 100% of complaints within the required timescales, in line with the Housing Ombudsman’s Complaint Handling Code. In some cases, we needed more time to investigate fully. Where this happened, we agreed extensions with customers to make sure we could provide a thorough and fair response.
