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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