Complaint handling code self-assessment and annual report

The Housing Ombudsman’s Complaints Handling Code provides clear guidance about how housing providers like Thirteen group should deal with customer complaints.

We have looked at the ways we meet the guidelines set out in the Code to understand what we are good at and which parts of the complaints process we need to get better at.

The aim of this self assessment is to assess whether we are compliant and to identify where we can improve.

Below is a snapshot of how we measure up against the Housing Ombudsman’s complaints handling code.

Download our 2023/24 Annual Complaints Performance and Service Improvement Report