Complaints The Housing Ombudsman’s Complaint Handling Code The Housing Ombudsman’s Complaint Handling Code (CHC) has been in place for five years. The Code is designed to make it easier for residents to raise a complaint, and to ensure housing providers are consistent when dealing with complaints. All social housing providers must comply with the expectations in the CHC when handling complaints. When things go wrong, we’re committed to apologising and putting it right. Receiving complaints is valuable to us. They help us understand where something might not be working, and how we can improve, to prevent the same issues happening again. Each year we carry out a self-assessment to examine whether our Complaints Policy and process are aligned to the CHC, and that we are transparent in publishing our learning from complaints. The results are shared with CCHA’s Board, the Housing Ombudsman and published on our website here. We have recently appointed Andrew Giles as the board member responsible for complaints. Andrew provides oversight and scrutiny of complaints at every level of CCHA by conducting spot checks of our complaint handling processes, to make sure we are meeting the requirements in the CHC. If you’re ever unhappy with how we have handled your complaint, you can contact the Housing Ombudsman Service.
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