Complaints performance
From 1 April 2024, the Housing Ombudsman’s Complaint Handling Code became law. This means all landlords must follow its rules when dealing with complaints.
One key requirement is that landlords must publish a Complaints Performance and Service Improvement Report every year. This report helps residents and scrutiny groups see how well complaints are being handled and what’s being done to improve services.
Click here to find out more about the Housing Ombudsman Service (this takes you to another website).
Statement of compliance
Listening to customers and acting on feedback is a key part of how we run our organisation. It’s built into our governance and reporting processes.
When preparing this annual complaints report, our Board followed the principles in the Housing Ombudsman’s Complaint Handling Code and its self-assessment guidance.
We also carried out a detailed review of the evidence behind our self-assessment. This was led by the Board Member responsible for complaints, to make sure everything was checked thoroughly.
Our 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:
- Our Complaints Self Assessment 2024-2025 (this link will open in a new window)
- Our Action Plan for Improvement (this link will open in a new window)
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