Compliments and Complaints
At St Luke's Housing, we love to hear about things when they've gone well, so we can measure how we're doing.
Equally, we want to know when things haven't gone so well. We might not always get things right first time round, but we care very much about putting things right quickly for you.
If you are unhappy with our service, please contact us where a member of staff will discuss your complaint to understand it fully. We adopt a two stage complaints process and aim to keep the process simple and accessible for everyone.
Housing Ombudsman
Complaints Handling Code 2024
The Housing Ombudsman established a Complaint Handling Code which provides a framework to support the effective handling and prevention of complaints. As a small, registered provider of housing, we are legally obliged to follow the Housing Ombudsman Complaint Handling Code which became statutory on 1st April 2024.
The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to make service improvements. Compliance with the Code forms part of the membership obligations set out in the Housing Ombudsman Scheme.
St Luke’s Housing Society, along with other landlords are required to complete an annual assessment against the Complaint Handling Code. This is to make sure our complaint handling is compliant with the Housing Ombudsman’s requirements.
A copy of our Annual Self Assessment can be found on the links below. This accompanies our Compliments and Complaints Policy and Procedures for 2024.
