A Housing Ombudsman will ‘investigate complaints and resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities).’ Investigating complaints is a free service available to tenants and the Housing Ombudsman operates independently and with impartiality.
For more information about the Housing Ombudsman and what they can help you with, visit their website.
From the 1st April 2024 The Housing Ombudsman Service and the Local Government & Social Care Ombudsman will be operating under a new joint complaints handling code. If you were to make a complaint, your complaint could be managed by either one of these organisations. NPH would refer you to the relevant ombudsman, at the time of your complaint.
The joint complaints handling code sets out requirements for the organisations that will allow them to respond to complaints effectively and fairly. The purpose of the code is to enable them to resolve complaints raised by individuals quickly, and to use the data and learning from complaints to drive service improvements. It should also help to create a positive complaint handling culture amongst staff and individuals.
The joint complaint handling code that will be adopted by both organisations is out for consultation. Northamptonshire Partnership Homes will be responding to the consultation and there is opportunity for residents to do so as well. The resident consultation questionnaire can be found here - have your say before the consultation closes on the 23rd November.
More details about the consultation and changes to the code can be found here.