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Posted 26 November 2020



Complaints Policy consultation – 26 November – 3 December 2020

We are reviewing our Complaints Policy following our self-assessment against the Housing Ombudsman’s new Complaints Handling Code, the Social Housing White Paper: The Charter for Social Housing Residents recently published and following a workshop that was held with our main tenant panel, Community Voice.

The Policy has been strengthened in some areas, specifically around what will and will not be considered as a complaint under the policy. The changes made are all in line with the Complaint Handling Code and the Social Housing White Paper, to ensure a fair process, effective resolution of complaints and that we as a landlord use the learning from complaints to drive improvements across the business.  

We have updated the definition of a complaint, in line with the Complaint Handling Code and made it explicitly clear that we shall accept complaints unless there is a valid reason not to do so. We have taken guidance from the Code to detail what would fall under the ‘exclusions’ section of the policy. We have also made clear for tenants the ways in which they can make a complaint, detailing the various channels available. Our website will be updated to reflect this too.

We shall provide early advice to tenants regarding their right to access the Housing Ombudsman Service, not only at the point of which Ongo Homes’ complaints process has been exhausted.

We really want to know what you think to the revised policy and welcome your feedback. Please take a look at the policy here and complete this form to give us any feedback before Thursday 3 December 2020.

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