Complaints Handling
For detailed information on how we handle complaints, please refer to our Complaints Policy. This policy outlines the steps we take to investigate and resolve issues, ensuring transparency throughout the process and that all complaints are handled fairly, efficiently, and effectively.
Every year we complete a Housing Complaints Performance and Service Improvement Report. This shows how we review the complaints made to us and try to make improvements.
We complete the Housing Ombudsmans Complaint Handling Code self-assessments, and publish it on our website.
- Complaint Handling Code - Housing Ombudsman (housing-ombudsman.org.uk)
Housing complaint handling code self assessment - July 2022
The self-assessment identified how we can improve. To do this we:
- Provided staff training on resolving complaints and giving compensation
- Began collecting feedback from complainants on how we can improve
- Explain how residents can complain to the Ombudsman
- Housing complaints handling code self assessment - March 2024
The new self-assessment identified the following improvements:
- Strengthening our Complaints Policy to reflect that we consider all complaints on a case-by-case basis
- Appoint a Member Responsible for Complaints (MRC)
- Continue to promote the Complaints process, and make it accessible to tenants.
- Housing complaints handling code self assessment - June 2024
If you have any suggestions on how you feel we can improve our complaints process email us at listening@runnymede.gov.uk
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