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.
Accessibility
We aim to make our complaints process easy to access, read, and understand for all individuals. We recognise that people access information in different ways and may require adjustments to ensure equal access.
Our complaints policy can be made available in a range of accessible formats upon request including:
- Large Print
- Easy read versions
- Compatible with audio reader software
- Translation services
Requesting Adjustments
If you require any of the above in a different format or need support accessing the information, you can contact us and we will make reasonable adjustments to meet your needs.
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 30th July 2026. 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 is pleased to see the improvement to the performance of complaint handling shown in this report over the year. However, complaint handling satisfaction levels for the year are at 30% which is below our aspirations to be top quartile performance. Despite improving performance early in 26/27 further work is taking place with residents to scrutinise the complaints handling journey. Complaint handling resources have been increased over the year and this has clearly been effective in improving response rates. Board will continue to monitor both the performance of complaint handling but also ensure that learning continues to be an important part of complaint management. It is satisfying to note that Housing Ombudsman maladministration rates have reduced significantly over the period"