Complaints compliance with HOS Handling Code

Connect Housing is committed to provide excellent service to our customers, but we know that sometimes things go wrong, and where they do, we’re dedicated to putting things right.

Connect is a member of the Housing Ombudsman Service (HOS).

The HOS is set up by law to look at complaints about the housing organisations that are registered with them. The service is free, independent and impartial.

They resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and our voluntary members (private landlords and letting agents who are committed to good service for their tenants).
Earlier this year, the HOS published a new Complaint Handling Code which can be accessed from their website at

We have now reviewed our policies and procedures to ensure we are compliant with the new code. The results of this review can be accessed below

HOS Complaint Handling Code Self Assessment

As a result of this review we are making two minor changes to the way in which we manage complaints;
1) We will be introducing satisfaction surveys for every complaint we handle to ensure we are measuring satisfaction with the service.
2) We will ensure you are fully aware of your rights at each stage of our complaints process including your rights to refer your complaint to the Housing Ombudsman Service.

For more information about our complaints process, or to raise a formal complaint, please visit