Our commitment
On this page
Our commitment
We provide an independent and impartial dispute resolution service for residents living in homes owned or managed by our Scheme members. We resolve disputes when landlords have not resolved complaints through their own procedures.
We are committed to providing a service that is accessible and inclusive to all. We make sure the way we work does not disadvantage anyone, especially those with a disability or vulnerability from accessing our services.
More information is available in our accessibility statement.
Tell us as soon as possible if you feel we have not met our commitment. We will look into this for you and put things right.
Our values
Fairness: We listen carefully and review evidence independently.
Learning: We share knowledge to improve services.
Openness: We publish our performance and decisions.
Excellence: We deliver an efficient, high-quality service.
What we do
We improve landlords’ services and residents’ lives through housing complaints by:
- helping anyone seeking advice or support
- sharing insights to improve housing services
- working with residents and landlords
- keeping your information secure
- listening to your feedback
- signposting you to other agencies if we cannot help
Our staff will:
- communicate clearly and treat you with respect
- give you advice about how we can help
- update you on your case progress
- review cases carefully and consider all evidence
- offer support and reasonable adjustments when needed
What we ask from residents
We ask residents to:
- use our online complaint form where possible
- tell us about any support or adjustments you need
- follow our guidance and advice
- provide information and evidence when requested
- treat our staff with respect
What we ask from landlords
We ask landlords to:
- commit to the obligations of membership of the Scheme
- confirm how many homes you manage so we calculate your membership fees correctly
- inform us if you change your organisation structure or name
- complete your annual self-assessment
- treat our staff with respect