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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The Buzz Winter Edition 2020

This edition of the Buzz contains information about our services, how to contact us and gives a guide to our Complaints process. It also provides information about the National Housing Federation Together with Tenants Charter that aims to ensure that tenants’ voices throughout the country are heard and that customers have more opportunities to influence the decisions that are made about the homes and services provided by housing associations. There has been a four-point plan developed along with this new charter that sets out in clear terms what residents can and should expect from their landlord. Winter Buzz 2020 Edition

7th December 2020

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Lockdown from 5th November – 2nd December 2020

Lockdown from 5th November - 2nd December 2020

During lockdown we are here to support our tenants. We will complete repairs and safety work, cleaning and security work. If you need support please get in touch – info@wmhaltd.org.uk or 0151 647 5471. These new measures apply nationally for 4 weeks when it is proposed we return to the regional restrictions based on local data.  

5th November 2020

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