We have updated our self-assessment guidance for Housing Ombudsman complaints

Our updated self-assessment guidance for Housing Ombudsman complaints has been published, setting out good practice in how we respond to complaints effectively and fairly.

The document reflects the ombudsman’s Complaint Handling Code and outlines how we meet their requirements.

We aim to always give excellent customer service but know that we don’t always get things right.  If you have a complaint about the service that you have received from us then the easiest way to let us know is via My Account but you can also contact your housing officer or PMO or write to us.

Where possible we will try and resolve your issue as a “quick fix” but where this isn’t possible we have a two-stage complaint process.  You can find out more about this on our complaints page.  

At stage one your complaint will be handled by your housing officer of PMO. In this situation, you can expect a response within 10 working days. 

If you are unhappy with that response, you can ask for your complaint to be reviewed at stage two.  This review will be carried out by a manager, and you can also have it reviewed independently by one of a pool of residents.  

You can find out more about becoming an independent complaint reviewer on 'Get involved in our complaints review process' article and can register your interest by contacting involvement@nhg.org.uk

You can contact the Housing Ombudsman for advice or help with your complaint at any time, and if you are unhappy with our final response you can ask them to review how we made the decision.