Housing Ombudsman Findings: Letter from our Chief Executive

Dear Residents

We have recently been engaged with the Housing Ombudsman regarding two cases involving our complaints handling process which emanated from leaks effecting the two households. 

Regrettably, the Ombudsman has made two severe maladministration findings, citing failure to respond to initial complaints and subsequent contact with the Ombudsman.

Both these individual legacy cases date back to 2021 during a time of significant change within our organisation. 

Since then, we have invested in new channels of communications including our new residents app and website; undertaken a thorough review of our complaints handling process to make it easier and more accessible for residents; recruited more colleagues to strengthen our resident support and repairs service; and made a steadfast commitment to on-going staff training to significantly improve our communications response times.

As an organisation which prides itself on quality service, we are extremely disappointed to have not fully supported our residents in these cases, and we are deeply sorry for the inconvenience and upset this has caused them. 

We take complaints extremely seriously and continue to learn from the outcomes of this investigation and to implement improvements for the benefit of our residents.

Yours sincerely