We aim to provide an excellent service to all our tenants, ensuring that everyone feels both valued and respected. We acknowledge that sometimes things go wrong and when they do, our aim is to put things right as soon as possible, learn from our mistakes and improve the way we work as a result. We believe that complaints are an excellent opportunity to listen and respond to our residents and other customers in a proactive way.
At PCHA we welcome the new ‘Complaint Handling Code’ released by The Housing Ombudsman in June 2020. The purpose of the code is to enable the swift resolution of complaints, providing clarity for customers and the opportunity to learn for landlords. The code also promotes the need for proactive communication with residents and easy access to the service.
To ensure our compliance with the code, we have carried out a self-assessment against the requirements. We are proud to say that we are already complying with the code in most areas and in many cases our complaints service is already being delivered to a higher standard than required in the code, particularly in the speed of response.
The code is also a guide for you, our residents, setting out what you should expect from their us when you complain.
You can find the Housing Ombudsman Complaints Handling Code here.
You can find our Self-Assessment against the code here.
We will do everything we can to resolve a complaint informally and quickly. If we cannot agree a course of action together, the complaint will then be escalated to the formal stage of the complaints procedure.
To make a formal complaint please use the form below.
Click on the leaflet icon to download a copy of our Complaints leaflet and learn more about our complaints process.