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.

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The Housing Ombudsman's Complaint Handling Code

 

In 2020 the Housing Ombudsman released its first Complaint Handling Code. 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. 

 

The Complaint Handing Code was updated in 2022 and again in 2024, to make it stronger and encourage a positive complaint handling culture. We have recently finished carrying out a new self-assessment against the 2024 requirements. We are proud to say that we already comply with the code in most areas.

 

The code is also a guide for you, our residents, setting out what you should expect from their us when you complain.

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The following documents can be downloaded by clicking the relevant images below:

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1. The 2024 Housing Ombudsman Complaint Handling Code

2. PCHA's Self-Assessment against the Housing Ombudsman's Complaint Handing Code 2024

3. PCHA's Complaints Policy

4. PCHA's Annual Complaint & Service Improvement Report 2023-24

5. Making a Complaint Leaflet

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If you wish to make a complaint, please call us on 020 8659 3055, email complaints@pcha.co.uk, or complete the form at the bottom of this page. The 'Making a Compliant' leaflet below also gives further information.

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