Complaints Policy

East End Homes must carry out a self-assessment of our Complaints service every year to make sure it is in line with the Housing Ombudsman's Complaints Code. Once the self-assessment is approved by our Board, the document must be published as part of the annual complaints performance and service improvement report on our website. Our Board's response to the report must be published alongside this.

As part of our membership of the Housing Ombudsman Service we are expected to publish a Performance and Service Improvement report. We also have to complete an annual self-assessment against the Complaints Handling Code published by the Ombudsman.

Read our latest Annual Complaint Report: Annual Complaint Report 2025-26

You can find the previous years' service improvement reports, self-assessments, and the Board's responses in the list below.