To help landlords manage complaints effectively and fairly, the Ombudsman has a Complaint Handling Code (CHC). The purpose of the CHC is to enable landlords to resolve complaints raised by residents quickly, and to use the data and learning from complaints to drive service improvements. From 1st April 2024, the CHC became statutory, meaning that all landlords are obliged by law to follow the requirements of the Code. We have followed the CHC since it was first introduced in 2020. Each time the Code has been updated, we have followed the new requirements and have carried out a self-assessment against the requirements every year. You can find a copy of our latest self-assessment and our updated Complaints Policy here . To support a positive complaint culture at all levels within CCHA, we have a dedicated Board Champion for Complaints, Erica Morriss, who routinely conducts spot checks on our complaint handling. Her findings are reported to the Board.
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