29 December

We've completed a self-assessment on how we handle complaints

In July, the Housing Ombudsman published a new Complaint Handling Code.
Housing Ombudsman

In July, the Housing Ombudsman published a new Complaint Handling Code. The code sets out good practice in complaint handling to ensure landlords respond fairly and quickly, take action to put things right and use feedback to make improvements to the way services are delivered.

To prepare for the introduction of the Complaint Handling Code, landlords are required to complete a self-assessment which involves assessing their current processes and identifying any areas that require development.    

We have completed the self-assessment and wanted to share the outcome with you and let you know what we’re planning to do.  

We are pleased to let you know that the way we manage and resolve complaints is in line with the Complaint Handling Code and best practice guidance issued by the Housing Ombudsman and no changes are required to our Complaints and Feedback policy.  

While we do not need to make any major changes to the way we resolve complaints, we have identified two areas of focus for the next 12 months.  
We will provide regular updates on the website about complaints including quarterly information on how we’re performing and how we’re using your feedback to improve services.    

We are making a couple of changes to the way complaints are reported within LiveWest to meet new reporting requirements as defined by the Housing Ombudsman.

We are planning to regularly share complaint learning on the website, let you know the actions we are taking to reduce complaints and how we are using your feedback to improve the way we deliver services to you.  We will also share the outcomes of any complaint investigations that are carried out by the Housing Ombudsman.  

We want to deliver great customer service and receiving your feedback lets us know what we are doing well and what we are not doing so well.  If you have any feedback on our services or would like to give us a compliment, please complete a feedback form.

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