Golden Lane Housing is a proud member of the Housing Ombudsman Scheme, which promotes fair and transparent resolution of housing complaints.
As part of this commitment, we follow the Housing Ombudsman’s Complaint Handling Code and are required to publish annual self-assessment reports that demonstrate how we manage and learn from complaints.
This page outlines our responsibilities under the scheme and provides access to our latest published reports.
Our statement about performance from the Board Member Responsible for Complaints
We’re committed to providing the best possible services to our tenants. Sometimes things go wrong and it’s important we put things right as quickly as possible.
We are committed to improve both how we handle complaints and services that matter to tenants such as repairs. We’ve made these a top priority in Our Plan in our Quality Tenant Experience goal and have made some positive changes over the last year and want to see these continue. We’re listening to feedback and involving tenants, to help us improve and deliver better services.
Our self-assessment of compliance with the Housing Ombudsman Complaints Handling Code evidences our compliance with the Code and has been scrutinised by our Board and Tenants Working Together committee, which is made up of tenants and Board members, bringing a range of perspectives to influence improvements to complaints handling.
Over the past year the committee has reviewed and challenged performance to help drive better tenant experiences. Further improvements have been identified, these are highlighted in the report, and we have plans in place to deliver these.
We’re committed to providing the best possible services to our tenants. Sometimes things go wrong and it’s important we put things right as quickly as possible.