Annual Housing Ombudsman Report

Housing Ombudsman Complaint Handling Code

We are members of the Housing Ombudsman Service, an independent body that reviews and investigates complaints when customers remain unhappy with their landlord following the complaint process.

We work closely with the Ombudsman and use the insights from their determinations to help improve the services we provide to residents.

Find out more about the Complaint Handling Code.

Self-Assessment

We have to submit an annual complaint handling and service improvement report, which includes a self-assessment against the Complaint Handling Code, to the Housing Ombudsman annually. You can read our self-assessments here:

Annual Complaints Performance & Service Improvement Report - 2025

Complaints Handling Self-Assessment - 2025

Information for residents about the Housing Ombudsman

The Housing Ombudsman has a dedicated page for residents.

This can be found on their website:

housing-ombudsman.org.uk/residents/