Complaints performance

The Housing Ombudsman’s Complaint Handling Code became mandatory on 1st April 2024, meaning that landlords are obliged by law to follow its requirements. The Code requires landlords to publish an annual Complaints Performance and Service Improvement report for scrutiny and challenge.

You can find out more about the Housing Ombudsman Service 
here: Residents | Social housing | Housing Ombudsman Service (this link will open in a new window).

Statement of compliance

Ensuring we listen and respond to customer feedback is embedded within our Governance structure and reporting framework .  In preparing this annual complaints report, the Board has followed the principles set out in the Housing Ombudsman Complaints Code and self-assessment guidance.   

A detailed review of the evidence in support of this self-assessment has been undertaken by the Member Responsible for Complaints.     

This annual complaints report was approved by the Board on 16 May 2024 following review by our Customer Feedback Panel and Resident Voice Panel, and signed on its behalf by Lesley Dixon, Chair, and John Wood, Member Responsible for Complaints .  

Our Complaints and Service Improvement Report

This report outlines how we are performing against our complaints service standards and includes a self-assessment against the Housing Ombudman’s Complaint Handling Code. It outlines where we have got things wrong and what actions we have taken to improve our service.

We have published our self-assessment against the Complaints Code within the report above, and as a stand-alone version below:

 

Landlord Performance Report

The Housing Ombudsman has published our Landlord Performance Report for 2023 — 2024. 

The Housing Ombudsman issues landlord reports for landlords with five or more findings made in cases determined between 1 April 2023 and 31 March 2024. The data comes from their casework management system. We have an annual report from The Housing Ombudsman because we had eight cases in the 2023-2024 period.

Guidance has been provided by the Housing Ombudsman with more information about how this information is collected and what it means to our customers.

Read our Landlord Performance Report 2023-2024 (this link will open in a new window)

 

Alternative formats

If you require these documents in another format (including printed copies or large print), please contact Denise Allen: 

Email: Denise.allen@regenda.org.uk  
Phone: 07966  878 837