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Using our complaints process to improve our services

We always want to improve our services to residents and that’s why we want to make sure that you know what to expect when a resident makes a complaint.

When a resident makes a complaint, it gives us a chance to look at the way we carry out our commitment to bringing people across the city quality services as their housing provider and how we can make things better.

Following on from a commitment made in the Social Housing White Paper, we’re joining in with our partner organisations across the country to join the Department of Levelling Up, Housing and Communities to raise awareness among residents of the complaints process, helping people feel empowered to make complaints where needed. 

This follows on from the great news that we have retained our Customer Service Excellence Accreditation for another year – with Bob Mandy, the Independent Assessor commenting: “PCH were found to have a deep understanding of, and commitment to Customer Service Excellence. The commitment was displayed from Senior Management levels through to front line staff.”

With residents soon to give their views directly to Ministers as part of a Social Housing Quality Residents Panel being set up by the Government, it is more important than ever to have a clear and robust complaints process that residents can access, which makes us accountable for our services.  

As well as this, we are proud to have been members of The Housing Ombudsman Service since we formed in 2009.

The Housing Ombudsman Service is an independent body that looks at housing provider complaints where they can’t be resolved – signing up to the scheme is voluntary and over 1900 housing associations are signed up, committing to improving services through the complaints process.

The Housing Ombudsman Service (HOS) is a dispute resolution service that was set up to help landlords and tenants resolve disputes without going to court. The service is free, independent and impartial to all tenants and landlords. Membership is compulsory for all housing associations and local authorities but is voluntary for private landlords.

We’ve put together an easy-to-read chart that shows what residents can expect when making a complaint.

Although this has come at a time when housing associations face exceptional challenges and limitations in delivering services for residents, we want to make you more aware of the complaints process and the way we can take complaints and turn them into positive outcomes for everyone.