The Housing Ombudsman has published a new ‘Complaint Handling Code’, enabling landlords like Karbon Homes to swiftly resolve complaints raised by residents and to use the learning from complaints to improve services.
The code will also help residents understand what to expect from their landlord when they make a complaint and how to progress their complaint.
Some of the key areas covered in the code include a providing a clear definition of what a complaint is, ensuring the complaints procedure is easy to access and that residents are aware of it and guaranteeing all complaints are handled fairly and follow a resident-focused process.
You can access the Complaint Handling Code here.
All landlords are required to evaluate their current complaint handling procedures against the code and the Housing Ombudsman Service has provided a self-assessment form to support in doing this.
At Karbon, we welcome the new code and completed the self-assessment form in December 2020, which can be found on our Complaints Compliments and Suggestions section on the website.
We’re proud to say that we are already complying with lots of areas of the code and in many cases our complaints service is being delivered to a higher standard than required in the code. However, there are also some areas for us to improve and a small number of items within the code that Karbon is not yet compliant with. We are currently working to correct these and aim to have these improvements in place by the end of March 2021.
We pledge to regularly refer to the code and consider it in the design of any alterations we make to our complaints service.