COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Housing Ombudsman case ref: 202210054 – August 2023 This was in relation to a complaint Anchor received in July 2022. The Ombudsman defined the complaint as: a. Response to the resident’s reports that the property was too hot b. Response to the resident’s reports of traffic noise from outside the property c. Response to the resident’s request for a priority transfer to a ground floor flat at the rear of the property d. Complaint handling . The recommendations and orders within the Ombudsman’s report were implemented within the timelines set by the Ombudsman. These included apologising to the resident and the payment of £1,600 compensation. As a result of this case, we also completed the following work: • We updated our heating and hot water procedure, including guidance for colleagues on what steps to take when we get reports of properties been excessively hot. We also developed a helpsheet for residents about maintaining comfortable temperature within the home • We are designing a Customer Relationship Management System so that complaints can be responded to but not closed until actions are complete • Since the 21 September all stage 2 escalation requests are allocated to an Operations Manager, Senior Surveyor or above to ensure sufficient senior oversight • The Customer Relations Team review and prompt all complaint owners where they are approaching a deadline. Findings of non-compliance with the Housing code by the Ombudsman: Of the 24 determinations by the Ombudsman, the Ombudsman found 11 occasions of non-compliance with the Code. We ensure we address any orders or recommendations and make the necessary changes to ensure we learn from these. We also explain on page 15 about our focus and significant investment on making improvements in the way we handle complaints. The annual report about Anchor’s performance from the Ombudsman The Housing Ombudsman publishes an annual report for most landlords and registered providers, please see the link to Anchors report: Landlord-Report-Anchor-Hanover-Group. pdf (housing-ombudsman.org.uk) Please note the Corporate Trusts do not have a separate Performance Report
You can access a copy of the Complaint Handling Code from the Housing Ombudsman website: www.housing-ombudsman.org.uk or alternatively we have a copy on our website www.Anchor.org.uk (search ‘complaint’).
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