Performance

On 1st April 2024 the Housing Ombudsman introduced a new Complaint Handling Code. It was issued in line with the provision of the Social Housing (Regulation) Act 2023 which enables the Housing Ombudsman to issue a code of practice about the procedures members of the Scheme should have in place for considering complaints. The Act also placed a duty on the Ombudsman to monitor compliance with the Code.

The Code is designed to improve how housing providers manage complaints, ensuring a fair and efficient process for residents. At Dorking Charities we value our residents’ feedback and the lessons we learn from complaints. When we don’t get something right, we’ll make the necessary changes to improve and increase satisfaction across our services.

Every year Dorking Charities completes a self-assessment against the Complaint Handling Code. It has also reviewed and updated the Complaints Policy and Procedure document to ensure compliance with the requirements of the new Code. Both documents are available to view via the links below.

Another requirement for the Charity is to publish an Annual Complaint Performance and Service Improvement Report which can also be accessed below. This report is considered by the Trustees each year and their response is included at the foot of the Report.