In 2020 the Housing Ombudsman introduced a new complaint handling code that Broadland has formally adopted. The code is not very different from our existing complaints policy and procedures. However, there are some key changes. As a result we are updating our policy and procedures to reflect these changes and the documents will be available on our website shortly.
See Broadland’s self-assessment against the Ombudsman’s code below.
We welcome complaints from tenants as a way to put things right, to learn and to improve. We record all tenant complaints, and categorise the issue and outcome.
Ivan Johnson, Business Improvement Advisor, investigates complaints from tenants that are difficult to resolve.