On 1 October 2022, the revised Housing Ombudsman Complaint Handling Code came into effect, and we reviewed our progress in line with it.
Scroll down to view our updated self-assessment or download it below.
How we completed the self-assessment
To help us complete the self-assessment we used the data we have about how we deal with complaints, and we undertook a survey with tenants who had made a complaint to us. This included getting feedback from tenants about their experience at Stage 1 and Stage 2, and finding out where we are doing well and where we can improve.
We also asked our Digital Panel to give us feedback on their general awareness of our Complaints policy and if they thought it was easy to find. Thank you to tenants who were able to take the time and share their feedback.
Our self-assessment was presented to the Broadland Board in July before being published.
How we performed
Our strengths are:
- We have one definition of a complaint.
- We have a 2-stage complaints process.
- We will make reasonable adjustments as required to ensure tenants can raise and engage in the complaints process.
- Our tenants can make a complaint using any of our communication channels.
Our main areas for improvement are:
- Improving tenant feedback about the complaints process once a complaint has been resolved.
- Meeting the timescales for responding to complaints.
- Being able to show tenants how we have improved our services as a result of complaints.
- Not delaying sending a full response while we wait for pending work to be carried out.
We are required to review our progress against the Complaint Handling Code on an annual basis. However, as we are currently working on a number of improvements, we are aiming to review the code sooner to reflect the ongoing work and progress being made.