The first report of the Ombudsman’s Independent Reviewer of Service Complaints has been published. It is part of our commitment to learning from complaints about our service and to continually improve our performance.
Adam Sampson was appointed as the first Independent Reviewer of Service Complaints in March to enhance our learning with an independent perspective and to demonstrate our transparency through the publication of his reports.
The report considers a sample of complaints against our service from residents and landlords closed between 1 October 2020 and 31 March 2021. It reflects on how effectively we handled service complaints received including timeliness and responsiveness. Where complaint handling standards have not been met, the report provides recommendations for improved practice.
A summary of the individual complaints examined is also included in the report together with a management response to the reviewer’s recommendations.
To find out more about how we manage our service complaints see our factsheet – Complaints about our service
Details of our plans for continuous service improvement and promoting openness and transparency can be found in our 2021-21 Business Plan.