We welcome all feedback about our service -good or bad. We really do not want our customers to be dissatisfied with the service we provide, so if we get things wrong, it is good for us to know. We can then put things right for the customer and stop the issue recurring for our other customers. We may need to apologise, change how we do things, update a policy or process or sometimes pay compensation.
Warrington Housing Association (WHA) has signed up to the Housing Ombudsman Complaint Handling Code which means we follow a standard approach to how we deal with complaints. Every year, we must publish how we meet the Code against a self-assessment. A copy of our self-assessment can be found below. Our Scrutiny Panel have also reviewed our submission.
Our Complaints Policy can be found HERE.
We also have a simple complaints process which sets out how a customer can complain and what happens at each stage. A copy can be found here.
Should you wish to find out more about the Housing Ombudsman or contact them directly, their details can be found at Residents | Social housing | Housing Ombudsman Service (housing-ombudsman.org.uk)
In 2023/24, we received 68 complaints and responded to 60 within the 10 days timeframe. Ten people escalated their complaint to the next stage of our process as they remained dissatisfied. We also received two maladministration orders from the Housing Ombudsman.
The main themes of complaints were:
- Communications
- Poor workmanship from a contractor
- Handling of anti social behaviour
- Parking
- Overdue repairs
- Issues with meters at a new development
- Rent increase
As a result, the service improvements we have implemented include:
- Removal of a contractor from our list;
- Completed complaints training for all colleagues;
- Improved communication for planned maintenance works;
- Developed a communication plan where a customer is vulnerable;
- Held joint stakeholder meetings to improve outcomes for customers;
- Revised our Disabled Adaptations Policy;
- Completed contractor training;
- Improved the handover process for all new developments;
- Reviewed our anti-social behaviour procedure reviewed with regular reviews of cases.
We have also asked our Scrutiny Panel members (WHASP) to review how we deal with complaints in 2024/25.
Housing Ombudsman Determinations/Complaints Handling Failure Orders
We do sometimes, get things wrong and on occasion, a customer has therefore felt it is necessary to escalate their complaint to the Housing Ombudsman. In 2023/24, we were issued with a complaint handling failure notice and 2 cases of maladministration. All recommendations and orders have been implemented and complied with.
Approval from our Governing Body
WHA Board Statement
WHA Board are pleased to approve our updated self-assessment against the Housing Ombudsman complaint handling code. WHA works hard to deliver services which meet customer expectations and when we get things wrong, we aim to put things right for our customer. We learn from complaints and continue to improve the services we deliver. Our updated Complaints Policy reflects the changes to the Housing Ombudsman Complaint Handling Code and we have consulted our Scrutiny Panel on both the self-assessment and the policy. Board and the MRC (Member responsible for complaints) have reviewed performance and trends within complaints. We endorse the service improvement plan and continue to work towards improving services to our customers.
We are committed to openness and transparency; and if you would like further information on what you can expect from us as your Landlord when dealing with complaints, please visit the Housing Ombudsman Service:
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