Complaint handling
We want to ensure that when a resident expresses dissatisfaction it is easy for them to inform us, and that their issue is dealt with quickly, fairly and effectively.
Details of how we handle complaints is set out in our policy.
The Housing Ombudsman requires us to carry out and submit an annual complaints handling self-assessment. Our latest self-assessment can be read here.
The First Garden Cities Homes Board reviewed the Housing Ombudsman Complaints Handling Code Self- Assessment on Thursday 11th September 2025. The Board approved the Self-Assessment.
Details of how to make a complaint can be found here.
The Annual Complaints Performance and Service Improvement Plan is here.
The Board have considered the Complaints Performance and Service Improvement Plan and have made the following response.
"The Board values all feedback from residents but the insight from complaints provides us with an awareness of the experiences encountered by the people who live in our homes. The Annual Complaints Performance and Service Improvement Report shows that we need to respond more quickly to resident's complaints and as a general theme, our communication with residents needs improvement. We have made changes in our complaint handling over the past year to closely log and monitor correspondence and dedicate a case hander. We have also invested in new systems and training to improve our communications with residents. This has already improved performance in the early months of 2025/26. We will continue to closely monitor the impact of the changes."