The Social Housing (Regulation) Act 2023 (the Act) empowered the Housing Ombudsman to issue a code of practice about the procedures members of the Scheme should have in place for considering complaints. As a registered social housing provider, the Municipal and Owen Carter Almshouse Charity must comply with The Complaint Handling Code.
The Municipal and Owen Carter Almshouse Charity are committed to following a robust and fair policy for our residents and staff.
A complaint must be defined as: ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’
Any resident that feels dissatisfaction is encouraged to inform us and we will consider it as a complaint. This can be done in person, writing, email or via a third party representative to any member of staff or Trustee. Please see our ‘Complaints Policy 2026’ for full information.
As part of our Annual Submission to The Housing Ombudsman to demonstrate compliance we also undertake an annual self-assessment of our Complaints Procedure and in addition a qualitative annual complaints performance and service improvement report for scrutiny and challenge by the Board of Trustees. This is made available to all residents below, or a copy can be found in the communal areas at The Old Rope Walk and via our Warden or Clerk.
Housing Ombudsman Service
All residents have the right to access the Housing Ombudsman Service about their complaint.
The contact details for the Housing Ombudsman Service are:
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Address: Housing Ombudsman Service,
PO Box 1484, Unit D, Preston, PR2 0ET
The Old Rope Walk 