We always aim to provide a good service, however, sometimes things go wrong. When that happens we will do all we can to put it right, as quickly and effectively as possible.  We learn from complaints and feedback, and complaints give us valuable information about how to improve services and we take them seriously.

As a member of the Housing Ombudsman Scheme, we follow the Housing Ombudsman’s Complaint Handling Code. We have produced an annual complaint handling report for 2023-24 which includes the number and outcomes of complaints we have handled, and also our annual self-assessment against Ombudsman’s Code.

On 18th June 2024 the CHS Board responded to the annual complaints report:

‘The CHS Group Board welcomed the Complaints Annual Report and Self-Assessment. The report showcases the exemplary work done in partnership by CHS Group officers and tenants to manage and oversee our approach to complaints. We take complaints very seriously and look to continuously learn from incidents that don’t go as well as we would like.  We commit wholeheartedly to complaints management and will continue this work through our established working relationship with tenants through the Tenant Committee, Complaints panel and Scrutiny panel. We will continue to seek assurance that officers are doing everything possible to improve services based on the learning points noted in this report, and to improve satisfaction with complaint handling. ’