Complaints Service Improvements 2026

Following the resident Complaints Workshop held in August this year, we have made a number of improvements to the way we handle complaints: 

  1. Allocated Officer: Complaints are now allocated to a dedicated officer who is responsible for investigating what went wrong and ensuring residents receive a clear response. 

  1. New Template: We have introduced new response templates that clearly explain the issues identified, the outcome of the investigation, and the actions we have taken to put things right. 

  1. Standardized process: We have also standardized our complaints process to improve consistency, meet response timescales, and ensure residents receive a better experience. In addition, we have strengthened how we record and monitor learning from complaints so that we can identify recurring issues, make improvements to our services and help prevent the same problems from happening again. 

  1. Compensation Policies: We have also reviewed our complaints and compensation policies. They are intended to set out clearer communication, greater accountability and a more straightforward complaints process. In response, we have developed a new Draft Complaint Handling Policy which clearly explains: 

  • How complaints will be handled. 

  • What can and cannot be considered a complaint. 

  • The difference between a complaint and a service request. 

  • How we will keep residents informed and support them through the complaints process. 

Have your say in shaping final policy

The new policy strengthens oversight of complaint handling across East End Homes and sets out how we will use feedback and complaint data to improve services.  

Where things go wrong —  we are committed to putting them right.

The new Compensation and Discretionary Payments Policy  will aim to  provide greater clarity on the types of compensation and discretionary payments that may be available, when they may be awarded and how decisions will be made.  

Both draft  policies have been developed in line with the Housing Ombudsman's Complaint Handling Code and Housing Ombudsman guidance on remedies and compensation, helping to ensure a fair, transparent and resident-focused approach. 

Come Along and Help Us Review Our Draft Complaints Policy

We believe it's important that residents have the opportunity to review and contribute to new policies before they are finalised. That's why we're inviting you to attend one of our two drop-in sessions , where you can meet with our Complaints Manager, review the proposed policies, ask questions and share your feedback.

Your views are important to us , and we want to make sure they are considered when shaping the final versions of the policy.

Please come along to one of the drop-in sessions listed below:

Drop in Sessions

 

  • Tuesday, 17th November 2026 — 18:00PM — 19:00PM

  • Wednesday, 18th November 2026 — 12:00PM-1:30PM

Location: East End Homes Head Office — 3 Resolution Plaza (Please Report to Reception)

Please register your attendance by emailing us following the button below

I want to attend