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 info@wmhaltd.org.uk 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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