Plymouth Community Homes (PCH) is expected to comply with the Housing Ombudsman Service Complaint Handling Code which sets out best practice for landlord’s complaint handling procedures, to enable a positive complaints culture across the social housing sector.
The Code aims to support the earliest resolution of complaints while the matters are still within the landlord’s own procedure and is a guide of what can be expected when a complaint is made to a landlord.
To comply with the Complaint Handling Code, landlords are required to complete an annual assessment against the Code as part of their annual complaints performance and service improvement report for submission to the governing body and are required produce a response from the governing body.
Landlords must also assess their compliance annually and submit self-assessment reports to the Ombudsman which sets out how appropriate action is taken to ensure our complaint handling is in line with the Code and how we learn from customer feedback.
PCH has completed their 2025 annual submission to the Housing Ombudsman and the information used to form this response is published on our website.
2025 Governing Body Response
Maja Jorgensen, Board Member and Chair of the Customer Focus Committee at Plymouth Community Homes, said: “At Plymouth Community Homes, we value every piece of feedback, whether praise or constructive criticism, as an opportunity to learn and improve. By actively listening to our residents and learning from their experiences, we’re committed to transforming insights into meaningful improvements that make a real difference across our organisation.
“The annual complaints performance and service improvement report, along with our self-assessment, was presented to and approved by the Customer Focus Committee on 25 July 2025. The reports have been thoroughly reviewed and challenged by the Customer Focus Committee and we’re confident that it accurately reflects our approach to complaint handling and demonstrates our full alignment with the Housing Ombudsman’s Complaint Handling Code.
“We recognise that we are on a journey with complaint handling and are always looking to evolve this further. Looking ahead to 2025–26, we’re excited about the upcoming changes that will help us to deliver even better services for our residents.”
