Our self-assessment against the Housing Ombudsman’s Complaint Handling Code

We've carried out a self-assessment against the Housing Ombudsman’s new Complaint Handling Code.

The purpose of the Code is to allow landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to improve our services. 
Our assessment sets out the areas where we comply with the code and the actions we’re taking to improve how we handle and learn from customer feedback. We reported the outcome of our self-assessment to our Board on 16 December 2020.
We’ve made some changes to comply with the Code and make sure our service is efficient and fair. These include:
  • Reviewed our Complaint Resolution Policy (with the help of involved residents)
  • Adopted the Code definition of a complaint
  • Made it easy for you to raise a complaint, using a number of channels;
    • Our website
    • The online form from our online service MyAccount
    • Live Chat
    • Letter (to Optivo, Building 800, Guillat Drive, Kent Science Park, Sittingbourne, ME9 8GU)
    • Phone (0800 121 6060)
    • In person (once the pandemic passes and we can safely re-open our local offices and carry out home visits)
  • Drafting a ‘Reasonable Adjustment’ guidance statement
  • Reviewed our letter templates
  • Made it clear (again, with the help of involved residents) what’s excluded from our formal complaints process
 You can access the detailed self-assessment and a copy of the Housing Ombudsman Complaint handling code.

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