Complaints & Feedback
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.
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.
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.
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.