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We’ve improved our complaints process

Everyone who lodges a complaint with Connect will be asked to complete a satisfaction survey.

This is one of two new measures we are introducing as we drive up standards in the way we manage complaints.

We will also be making sure that everyone understands our complaints handling process, especially when it comes to an individual’s rights to refer an issue to the Housing Ombudsmen Service.

We have made the improvements after carrying out a review of our services to make sure they are in line with the Housing Ombudsmen’s new complaint handling code.

Richard Baggott, Customer Experience and Change Manager, said: “Everyone here at Connect is committed to provide excellent service to our customers, but we know that sometimes things go wrong. Where they do, we’re dedicated to putting things right.”

Connect is a member of the Housing Ombudsman Service.

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

It seeks to resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities).

Following publication of its new code in 2020, we reviewed our policies and procedures to ensure we are compliant, and published the results of the review.

You can find more information about our complaints process on the ‘contact us’ section of our website.

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Connect Housing Association Limited is a charitable association registered in England and Wales under the Co-operative and Community Benefit Societies Act 2014 (Company No. IP17445R) and with the Regulator of Social Housing (No. L2285).

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