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Housing Ombudsman self-assessment

Our self-assessment against the Housing Ombudsman’s Complaint Handling Code

The Housing Ombudsman has recently reviewed their Complaint Handling Code.

The purpose of the code is to enable landlords to resolve complained quickly and resolved them before they become worse. It also helps landlords to use the learning from complaints to drive services improvements and develop a positive complaint handling culture.

The code will also act as a guide for tenants, setting out what they can and should expect from their landlord when they complain. The requirements in the code also provide tenants with information about how to make a complaint and how to progress it through the landlord’s internal complaints procedure.

The code sets out requirements for member landlords that will ensure complaint handling is consistent across all of the landlord members which includes housing associations, local authorities and arm’s length management organisations (ALMOs).

Our self-assessment

At Golden Lane Housing, we welcome the new Complaints Handling Code and have carried out a self-assessment against the code as requested by the Housing Ombudsman.

The code allows us to offer a range of ways for tenants to express a complaint and set out clear service standards for responding to complaints as well as details of what tenants can do if they are unhappy with the outcome of a complaint.

Your feedback

We recognise that sometimes we get things wrong or don’t meet the high levels of service that our tenants expect.

At Golden Lane Housing we aim to respond promptly, politely and fairly to complaints providing a high-level framework to support effective handling. We will acknowledge where things have gone wrong and apologise for failures and learn from our mistakes.

You can download a copy of our Complaints policy or get in touch with our customer services team.