Compliments and Complaints
We welcome your feedback and use your comments to improve our services.
Complaints
We aim to give an excellent service to our customers at all times. We acknowledge that sometimes things go wrong and when they do, our aim is to put things right as soon as possible, learn from our mistakes and improve the way we work. As a result, you may wish to complain. Wherever possible, we will aim to resolve your complaint at the first point of contact.
Housing Ombudsman’s Complaint Handling Code
The Code assists landlords in resolving complaints raised by their residents quickly and to use the learning from complaints to improve our services. Landlords are asked to undertake an annual self-assessment to see how their existing policies, procedures and practice measure up against the requirements within the code.
The Complaint Handing Code was updated in 2022 and again in 2024, to make it stronger and encourage a positive complaint handling culture. We have recently finished carrying out a new self-assessment against the 2024 requirements. We are proud to say that we already comply with the code in most areas.
The code is also a guide for you, our residents, setting out what you should expect from their us when you complain.
The following documents can be downloaded by clicking the relevant links below:
Complaints Policy
Glebe HA self-assessment
Glebe HA’s Annual Complaints and Service Improvement Plan
The 2024 Housing Ombudsman Complaint Handling Code
