Housing Ombudsman's Code

Following the release of an updated Complaints Code by the Housing Ombudsman in July 2020, all Housing Associations are required to perform and publish a self-assessment against the new code. The attached report outlines Rooftops findings from that self-assessment.

In summary, as the existing policy had been reviewed extensively in 2019, the current complaints process is broadly compliant, however we recognise that there is scope for improvement in areas such as transparency and reporting, maintaining communication with customers and consistency of approach.

As a result, a new policy has been written and we are in the process of making changes to how we operate and deal with complaints, which we expect to share widely with customers in the spring of 2021.

Self-assessment against Housing Ombudsma
• 158KB

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