EastendHomes is a member of the Housing Ombudsman Scheme and seeks to be accessible and transparent to our residents.
Each year we publish a self-assessment against the Ombudsman's Complaint Handling Code, which includes identifying any areas where we think we need to make changes or improvements to ensure that we continue to meet the expectations of the Code.
The self-assessment is one of a number of documents published which provide information on how EastendHomes is performing in managing complaints. You can download a copy of all of these here. Last published 28 June 2024.
You can find the EastendHomes Complaints and Compliments Policy on the Policies page.
Learning from Complaints
On closing each complaint, EastendHomes reviews whether there are opportunities for learning from what has been reported to us, and making changes to improve our services. Outcomes during 2023/24 included:
- More proactively seeking any information on vulnerabilities within a household which might impact on how urgently we need to complete a repair or how we manage their complaint
- Reviewing our template letters and correspondence to make complainants' rights clearer
- Accepting that we may need to use statutory powers such as applying to court for an injunction for access, even where we have concerns about vulnerabilities in a household, to ensure that health and safety issues are addressed in a timely manner
