Launching our new complaints policy and process

Posted on the 7th January 2021

Over the last few months, we have been busy reviewing our complaints policy so it’s in line with the requirements set out by the Housing Ombudsman Scheme’s new Complaints Handling Code. The new code sets out the HOS’s expectations for high-quality complaint handling and greater consistency across landlords’ complaints procedures.

Social housing landlords like Paradigm were asked to self-assess against the Code by 31 December 2020 and make any relevant changes to their policy and processes to ensure adherence.

With support from some of our residents, we have reviewed our existing policy and adapted our approach to managing complaints to make sure we meet the new criteria set out by the Ombudsman.

We have always been committed to ensuring we manage complaints effectively and we share the Ombudsman’s ambition for a prompt, fair and polite complaints service. We welcome feedback and see complaints as positive information to help us improve our services.

You can find more information on our new process and timescales on our website.

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