Our complaints handling improvement journey

HOMELIFE

September 2023

We’re taking steps to put things right following the publication of the Housing Ombudsman’s report on our complaints handling in July, and we’re committed to keeping you informed on how we’re doing.

In July 2023, The Housing Ombudsman published a report following an investigation into our complaints handling. This highlighted several cases where residents hadn’t received the quality of service they deserved and made a series of recommendations to help us put things right.

We’ve grouped the areas we need to improve into six themes:

• Complaints handling
• Vulnerable residents
• Repairs
• Antisocial behaviour
• Staff learning and development
• Communication and record keeping

From next month, we’ll be sharing more details on our improvement journey progress in Homelife, including details of the specific activities we’re delivering, and more importantly, the improvements you can expect to see. 

In the meantime, you can visit our media centre to read our full response to the report, as well as some of the improvements we’re already making to make sure that you have a quality home and reliable, repeatable and consistent services from us.

If you’d like to have your say about your home and services, why not become part of our involved resident community? Find out more about how to get involved.