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The word Ombudsman

We’re pleased to announce that we recently completed our first annual submission of Tenant Satisfaction Measures (a statutory requirement under The Social Housing Act 2023) to both the Housing Ombudsman Service and The Regulator of Social Housing (RSH), demonstrating our commitment to transparent and accountable practices.

The Housing Ombudsman Service (HOS) is an independent body that resolves disputes between tenants and landlords in the social housing sector. The introduction of the statutory Complaint Handling Code this year emphasises the importance of fair and efficient complaint resolution. Our submission demonstrates our alignment with the Code's principles, ensuring residents have a clear and accessible process for raising concerns.

The Regulator of Social Housing (RSH) oversees the social housing sector in England, ensuring landlords meet consumer, financial and governance standards. Understanding customer feedback is crucial for providing quality housing services. Our submission reflects the voices of our tenants, allowing us to identify areas where we excel and opportunities for further development, providing the Regular with information on how customers view us and how we are performing.

You can see our reported information here:

Performance
Hearing your Voice: Complaints and Compliments Annual Report 2023-24

These submissions are just the beginning. We remain committed to customer satisfaction and ongoing improvement. We will use the insights gained from the Measures to develop targeted action plans, as we need to ensure we are understanding perceptions and comments. We will continue to uphold the high standards outlined in the Complaint Handling Code and take customer feedback on board to continually develop our services.