Housing Ombudsman Complaints Handling Code

In 2020 the Housing Ombudsman Service issued a Complaints Handling Code for Registered Social Landlords (RSLs) such as Providence Row HA. We agreed with the aims of the Code, many of which we already adhered to, and undertook the required self-assessment prior to reviewing our Complaints Policy to ensure that we were fully in line with the Code by 31st March 2021.
The initial self-assessment showed where we met the Code and where we needed to take further action for our Policy to be compliant. Our new Complaints Policy has now been published and the self-assessment will be undertaken annually with the results published to residents.

The self-assessment is available for our residents to view Here and our new Complaints Policy is available Here

Complaints, Suggestions and Feedback

PRHA aims to provide high quality services to its residents. We rely on both positive and negative feedback from you to achieve this. Our Complaints Policy is intended to provide you with a way to:
• Report situations where you are dissatisfied with our services, staff our procedures so that they can be resolved (complaints)
• Inform us of ways in which we can improve our services and procedures (suggestions)
• Provide positive feedback that we can use to further inform the development of our services and procedures (feedback)

Making a complaint

If you are not happy with any aspect of our services please let us know. We want to make it as easy for you as possible to raise a complaint. All residents, tenants and service users have the choice of whether to make a complaint formal or informal, and to make their complaint using the method that best suits their circumstances.
This means that we do not require complaints to be sent to us by using a complaints form (unless that is your chosen method) and that complaints can be made verbally as well as in writing.
Verbal complaints can be made by speaking with a member of staff directly or by telephone, or by calling our Head Office on 020 7920 7300.
Written complaints can be sent to us via email, letter or complaints form sent to our registered postal address, via our Feedback@prha.net email address, or handed directly to a staff member.

You can download a copy of our current Complaints Policy Here

Support when making a complaint

If you would like support to make your complaint your housing officer, keyworker or project manager will be able to help you.

Consultation with tenants and residents

As part of the review and self-assessment process PRHA surveyed our residents and tenants in relation to how they felt the changes being proposed in order to meet the requirements of the Code would affect them, and whether they had any concerns about the changes. The biggest change in the Housing Ombudsman’s new Code was the recommendation for landlords like PRHA to follow a two stage complaints process. This represented a significant change for our tenants and residents, so during December we undertook a survey to find out how our tenants and residents felt about this change.

We received 113 responses to the survey, and would like to thank those tenants and residents who participated. The results of the survey indicated that 103 of the respondents (94.5%) were in favour of reducing the number of stages in PRHA’s Complaints Policy from three stages to two, in line with the Ombudsman’s recommendation. 6 respondents were not in favour, and where this was the case they provided comments which were taken into consideration during the next stage of the consultation process. In line with the response from our tenants and residents and in compliance with the Code our new Complaints Policy now has two stages.

For more information about the new Complaints Handling Code you can visit the Housing Ombudsman Service website: https://www.housing-ombudsman.org.uk/