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Complaints annual self-assessment

The Housing Ombudsman introduced a new Complaint Handling Code which came into practice on 1 April 2024.

The code empowers customers who wish to make a complaint, and sets out the statutory requirements for landlords to effectively and fairly respond to complaints.

For all social landlords, like WRHA, complying with the code is a legal requirement. And we're required to complete an annual assessment against the Code as part of our annual complaints performance and service improvement report.

WRHA statement

  • Statement from the Member Responsible for Complaints (MRC)

    We, the Governing Body, can confirm that we receive quarterly and annual reports on complaints which include the requirements stated in the Housing Ombudsman Complaints Handling Code (Section 8), which give us assurance that we are meeting both our statutory and regulatory responsibilities.

    These reports include information and prompt discussions about the volume of complaints, trends; lessons learned; and any reports or determinations provided by the Housing Ombudsman.

    We have reviewed the self assessment against the Housing Ombudsman Complaints Handling Code and are assured we comply with the Code.

    We have seen a reduction in complaints this year and believe this is down to how we value an open, transparent and customer first complaints culture and are pleased to share this information with all our customers.

    If you have any feedback on the complaints information please let us know on 0300 1234 009 or at enquiries@midlandsrural.org.uk

    The Board Members 

Complaints performance and service improvement reports

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Complaints Policy

 

Complaints Process

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