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Complaints & Feedback

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The new Complaint Handling Code from Housing Ombudsman Service became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirements. The code aims to achieve best practice in complaint handling and ultimately to provide a better service to residents. You can find further information on the Housing Ombudsman, and the code, on its website, www.housing-ombudsman.org.uk

As a member of the Housing Ombudsman Scheme, we must comply with the Housing Ombudsman Complaint Handling Code. As required, we have produced an Annual Complaints Performance and Service Improvement for 2023-24 which can be found below. We have also carried out a self-assessment to ensure that we meet the requirements of the code – you can read our Housing Ombudsman Self Assessment below.

Below you will find:

1. Our Complaints Policy 2024 - In this document, you will find our recently updated complaints policy which is designed to ensure we:

  • Effectively manage and resolve resident complaints.
  • Comply with the Housing Ombudsman's Complaints Handling Code
  • Learn from resident feedback to evaluate and improve our services.

Complaints Policy 2024

2. Housing Ombudsman Self Assessment 2023-24 - In this assessment, we review the service we provide to our residents and how this meets the Complaint Handling Code.

Housing Ombudsman Self Assessment 2023-24

3. Our Annual Complaints Performance and Service Improvement 2023-24 - This report looks at our performance with handling complaints over 2024-24, an overviview of what they are related to and our response to these complaints.

Annual Complaints Performance and Service Improvement 2023-24

4. Board commentary on Annual Complaints Performance and Service Report 2023-24 - In this document, Karibu's Board share their comments on our annual complaints performance and service improvement report.

Board commentary on Annual Complaints Performance and Service Report 2023-24