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St John and St Annes Housing Charity Governing Body Statement on Complaints 2025
From 1st April 2024 the Housing Ombudsman’s Complaints Handling Code requires that each landlord’s governing body must review and approve both their Annual Complaints Performance and Service Improvement Report and their Annual Self-Assessment against the Code. Our Board have reviewed both and have provided the following statement:
The Board of St John and St Annes Housing Charity are committed to providing the best service possible for our residents. We believe that compliments, complaints and feedback about our services allow us to continually improve what we do and how we do it. In 2024 we launched a new website, to ensure that our residents had clear, accessible information on how they can raise any issues with us as well as information given to them individually, through our newsletter, their residents handbook, displayed on their notice boards and discussed at meetings with them.
Whilst carrying out the self-assessment against the Housing Ombudsman’s Complaint Handling Code, we have engaged with and encourage residents to scrutinise our services. We comply with the Code and are confident that our self-assessment is a true reflection of our complaint handling. We recognise however that there are always areas where we can improve and strengthen our services as we look to continually improve. We have had no formal complaints in the last year, and If we have any formal complaints in the future, we will detail these in an Annual Complaint Performance & Service Improvement Report and share this on our website and with our residents though newsletters and resident forums.
