Complaint handling code self-assessment

Landlords must have a person or team assigned to take responsibility for complaint handling to ensure complaints receive the necessary attention, and that these are reported to the governing body. This code will refer to that person or team as the complaints officer.

Complaints are managed by the Corporate Services Team.

The complaint handler appointed must have appropriate complaint handling skills and no conflicts of interest.

Complaint handlers should:

• be able to act sensitively and fairly
• be trained to handle complaints and deal with distressed and upset residents
• have access to staff at all levels to facilitate quick resolution of complaints
• have the authority and autonomy to act to resolve disputes quickly and fairly