Policy Review and Finalisation

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: