From 1 April 2024, the Housing Ombudsman’s Complaint Handling Code became statutory, setting new standards for how complaints must be managed across the housing sector.
With these changes, it’s crucial that housing providers are fully prepared to meet the new requirements and provide a complaints process that is fair, transparent, and responsive.
Effective complaint handling isn’t just about ticking boxes - it’s about building trust, improving service, and fostering stronger relationships with your tenants. By managing complaints well, you can not only resolve issues quickly but also gain valuable insights to enhance your overall service delivery.
Here are 10 key points from the updated Complaint Handling Code to help you navigate the changes and provide the service your tenants deserve:
❄️Handle with Care Every complaint is unique. Avoid a one-size-fits-all approach. Treat each issue individually, considering the specific circumstances behind it. Your tenants need to feel heard.
👂Listen for the Unspoken Not everyone will use the word ‘complaint,’ but that doesn’t mean the issue isn’t there. Pay attention to every piece of feedback—even if it’s not labelled as a complaint.
🚩Know the Difference It’s important to distinguish between a service request and a formal complaint. Clear identification is the first step toward effective resolution.
🗣️Be Transparent When you ask for feedback, make sure you let tenants know how they can raise concerns if needed. Including clear instructions at every touchpoint can help prevent bigger issues down the line.
🟢Complaints Are Opportunities A high volume of complaints doesn’t mean you’re doing things wrong. In fact, it can show you’ve made your process accessible. Complaints are opportunities for growth, not a negative reflection.
👥Take Ownership Every complaint needs someone responsible. Ensure your organisation has a dedicated person or team handling complaints to show you’re serious about finding solutions.
📊Use the Data Complaints are more than issues to fix; they’re data points that can help improve your services. With tools like CaseTracker, you can easily turn complaints into actionable insights to enhance performance.
💡Have a Clear Process Make sure you’ve got a two-stage complaint process in place. Tenants should know exactly what to expect at each step, with clear timeframes for responses.
📝Be Prepared Publish an annual report on complaints and service improvements. It’s not just about compliance—it’s about showing your commitment to transparency and continuous improvement. CaseTracker makes reporting simple.
✅Set the Standard Compliance with the Code isn’t optional. Following these best practices will ensure your organisation is meeting expectations and delivering top-quality service.
The time to step up your complaint handling is now. Our CaseTracker system helps housing providers stay accountable, transparent, and efficient in handling complaints. Here’s how it can benefit you:
Prompt and Fair Resolutions: With a clear two-stage process, you can address issues quickly, keeping tenants satisfied and preventing minor concerns from escalating.
Actionable Insights: Turn complaints into opportunities for improvement. Use the data to enhance service delivery and boost overall performance.
Compliance Made Easy: Stay on top of the new Complaint Handling Code and show your dedication to exceptional customer service and governance.
Don’t risk delays and confusion with improvised processes. Take control with CaseTracker and ensure your complaint handling is up to standard.
Learn more about CaseTracker today to streamline your processes and give your tenants the service they deserve.
Helping Housing Providers Understand the Tenant Experience
We provide solutions to enable feedback and complaints to be captured for regulated and non-regulated services.
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