Our Annual Complaints Performance and Service Improvement Report 2024/25
The Housing Ombudsman Complaint Handling Code (the Code) was first introduced in April 2022 and aimed to improve a positive complaint-handling culture, consistency in complaint handling and fair and transparent process for social housing residents.
The Code became a legal requirement in April 2024 with a continued aim to improve the services residents receive.
For residents the Code explains your rights and what can be expected when a complaint is made to a landlord. The Code also requires us as landlords to publish a Complaint Performance and Service Improvement Report by the end of September each year. We have now published our annual Complaints Performance and Service Improvement Report for 2024/25 .
In line with the Code, we have also published and submitted our Complaint Handling Code Self-Assessment for 2024/25 to the Housing Ombudsman Service.
Every year the Housing Ombudsman publishes a Landlord Performance Report. We are pleased to provide a link to the Landlord Performance Report 2024/25.
The new code also requires landlords like Settle to include a response from our governing body, known as our Board, within our Complaint Performance and Service Improvement Report, to provide assurance that this accurately reflects our complaint handling. The report has been reviewed by our Board and members of our Voice of the Resident Panel. We are pleased to include their statements on our Complaints performance page and they are also included in the full report.
We always want to do better, and we continue to encourage any Settle resident to get in touch if you feel we could have handled something differently or improved our service.
To learn more about how we handle complaints, please visit www.settlegroup.org.uk/complaints.
