Complaints

The Housing Ombudsman Complaint Handling Code

In 2022, the HO issued an updated Code, with additional recommendations for complaint handling and a new self-assessment. We reported our self-assessment to the Board in September 2022 and published it to residents. We also updated our Complaints Policy again, to reflect the new requirements.

To make sure we meet all of the requirements, one of the biggest changes we made was the removal of ‘Stage 0’ Complaints within our complaint procedure. This means we’ve seen an increase in the number of ‘formal’ complaints, giving more transparency to our complaints process.

We’re really pleased to report that in 2023, one of our Board Members Erica Morriss was appointed as the Board Champion for Customer Complaints.

You can view our current complaints policy and self-assessment on the CCHA website by clicking here

Don’t forget, if you’re ever unhappy with the way we’ve handled your complaint, you can contact the Housing Ombudsman. Details of how to do this are available on our website using the above link.