Christmas Closure Dates and Times

Wirral Methodist Housing Associations Board and staff wish you all a safe and Merry Christmas and a Happy New Year.

Our main office phone lines will close for the festive period on Thursday 24^th December 2020 at 4.00pm and will reopen on Monday 4^th January 2021 at 9.00am. If you have a emergency repairs during this time you can call Orbis 0151 343 2770 Orbis should only be contacted if there is a genuine emergency. Please report all other repairs from 4^th January 2021. Calls to Orbis are answered in strict rotation so if your call is not answered immediately you should wait as your call will come up. The Association will recharge any tenant for calling out contractors for Non-emergency work.  The office is closed to the public due to Covid 19 and will remain so until further notice.

22nd December 2020

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Housing Ombudsman Code Self-Assessment for Complaints Handling.

This is the first  time we have undertaken  a self-assessment against the the Housing Ombudsman Code. The new Code was published in July 2020, setting out a good practice guide to assist and allow landlords to respond to complaints effectively and fairly and be more accountable to residents, the Ombudsman and the Regulator. The Self-Assessment covers six areas:

• Definition of a complaint
• Accessibility
• Complaint Team and Process
• Communication
• Cooperation with Housing Ombudsman Service
• Fairness in complaint handling

Not all the areas of the assessment were relevant, as the Association does not have a Complaints Officer. Complaints are handled by all staff.  Where sections are ‘not applicable’ ‘N/A’ was the response in the self assessment . Here is the full Self-Assessment Complaint-Handling-Code-self-assessment-WMHA As a result of this review we have reviewed and updated our  Compliments Comments and Complaints Policy and  Process. Utilising the codes best practice has allowed the Association to improve handling of complaints as well as ensuring fairness in complaint handling with a resident-focused process creating a positive complaint handling culture through continuous learning and improvement for the Association. You you have any feedback about this Self- Assessment or would like to get involved in reviewing our complaints  process please let us know by emailing us at [email protected] Here is the full code https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/11/Complaint-Handling-Code.pdf    

17th December 2020

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