Housing Resolution Service Standards
The Housing Resolutions Team investigate and respond to your housing complaints in line with the Housing Ombudsman Complaints Handling Code.
We are committed to:
- being guided by the Housing Ombudsman Complaints Handling Code
- making it as easy as possible for you to tell us you are not happy
- being your voice when you tell us you are not happy
- accepting your complaint in line with the Housing Ombudsman Complaint Handling Code
- putting you at the forefront when investigating your complaint
- providing you with a full and fair written response
- holding our hands up when things have gone wrong
- learning from your complaints
- putting things right when they have gone wrong
To meet our commitments, we will:
- review our processes against the Housing Ombudsman Complaint Handling Code
- ensure complaint handlers receive relevant training
- provide a number of different ways to make a complaint
- ensure the complaints process is the right channel for your concerns
- explain the reasons if your complaint is not accepted
- provide you with a named investigator who will be your single point of contact
- listen to your complaint to understand how it has affected you
- keep you updated on the progress of your complaint
- understand what has gone wrong and put it right
- respond to your complaint in writing
- be honest and open with our findings
- share learnings and improvements with you
We ask you to:
- provide us with as much detail as possible about your complaint
- let us know how the issue has affected you
- be open to discussing the details of your complaint
- tell us what outcome you would like to see
- let us know how you would like to be contacted
To measure and improve our service we will:
- listen to your feedback
- work with all services to support where improvements are needed
- track improvements to ensure that they are done
- share the complaints data with you