Did we get it wrong?
CHS always aims 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 2025 – 26 which includes the number and outcomes of complaints we have handled and meets the Housing Ombudsman Scheme requirements in terms of expected content. We have also produced our Housing Ombudsman Code Self-Assessment 2026.
On 8th September 2026, the CHS Board responded to the annual complaints report:
‘At CHS the Board understands the importance of handling complaints from our tenants and residents. We recognise the need to try and resolve complaints received and to do so in a timely manner in line with the service standards set by the Housing Ombudsman. The way in which we manage complaints, ensuring complainants are kept informed throughout the process is central to how we build transparency and trust and enable the people who live in our homes to scrutinise our performance.
As ever, much work goes on to embed the learning taken from complaints and as the Board Member Responsible for Complaints I would like to thank the tenants and residents who actively engage on our Complaints Panel, working to identify trends and learning in order to drive service improvement.
This report covers CHS and our subsidiary Adelaide Waters Almhouses. As a Board we recognise the need to keep abreast of complaints performance and of the trends emerging from complaints. In order to provide that level of oversight, the Board have had sight of the Annual Complaint and service improvement report and the complaints self-assessment. As the Member Responsible for Complaints, I am satisfied the self-assessment reflects the way CHS manage and responds to complaints. It is also true there is much work to do to improve tenant satisfaction with complaints and to drive the culture within CHS that ensures we take complaints seriously and embed the learning from them.’
As a CHS resident, you can also contact The Housing Ombudsman for advice at any stage if your complaint is about housing and if your complaint is about our care provision, please contact the Local Government and Social Care Ombudsman Tel: 0300 061 0614 (Mon-Fri 10 am – 1pm, apart from Weds: 1 pm – 4pm) or write to Local Government and Social Care Ombudsman, PO Box 4771, Coventry CV4 0EH – Sign language: https://www.interpreterslive.co.uk/app/local-government-social-care-ombudsman/
Executive Director of Customer Services, Alice Purchese leads our complaint handling and James Prestwich is the Board member responsible for complaints.
