We annually carry out a self-assessment of our compliance with the Housing Ombudsman’s complaint handling code.
This exercise was carried out in October 2023 using the Ombudsman’s self-assessment template.
The completed template and summary of the results were then presented to our Board of Management in November 2023.
What did we find?
In general, we comply with the code, however we noted that a member of the Board of Management did not have overall responsibility for championing complaints. The Board agreed that the Chair of the Housing Committee would take on this role and that the terms of reference for this committee would be amended to reflect this.
We also noted that we need to have regular complaint handling training sessions to top up the existing training available, these sessions commence in January 2024.