Housing Ombudsman

The role of the Housing Ombudsman Service

We recognise the significant role the Housing Ombudsman has in setting out the standards required for our complaints service. Our Complaints Policy and Complaints Procedure have been developed in accordance with the Housing Ombudsman Complaint Handling Code, our statutory and legal duties and resident feedback.

The Housing Ombudsman publishes a Complaint Handling Code which provides guidance and good practice for landlords on fair and effective complaint handling.

The Housing Ombudsman expects any case coming to their attention to have been managed in line with the new Code which was amended on 1 April 2022. We have assessed how we respond to complaints against the Code and found that we fully comply with the code. You can read our self-assessment against the code here.

Making sure that we are succeeding

We recognise the value that complaints provide, and we have processes in place to ensure we capture the details and learning when we conclude our complaints process on every occasion.

We record and monitor all the complaints we receive and use this information to deliver process and service improvements. This information is shared and reviewed with relevant Octavia Committees, Managers, Octavia Executive Team, Octavia colleagues, and the Octavia Board.

We ask for your feedback following complaints, anti-social behaviour cases and on completion of repairs and planned works. From time to time, we also send out a satisfaction survey to all our tenants to see how happy people are with our services overall.

How to contact the Housing Ombudsman Service

You can find more information about the role of the Housing Ombudsman Service in dealing with complaints here.

If you wish to contact the Housing Ombudsman Service, you can do so in the following ways:

  • See the website at www.housing-ombudsman.org.uk
  • Call on 0300 111 3000
  • Email: info@housing-ombudsman.org.uk
  • Write to the Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ