Housing complaints performance and service improvement annual report 2023/2024
Introduction
The Housing Ombudsman (HO) Complaint Handling Code (CHC) requires social landlords to produce an annual complaints performance and service improvement report for scrutiny and challenge.
The report includes:
- our annual self-assessment against the Complaint Handling Code
- how we are performing with complaint handling
- main themes of the complaints we receive
- an overview of compliments received
- an update on complaints investigated by the Housing Ombudsman
- our approach to improving complaint handling