16 Dec 2020

GreenSquare complies with new complaints code

GreenSquare has confirmed its compliance with the new Housing Ombudsman Service (HOS) complaint handling code, published in July 2020.

This sets out "good practice that will allow landlords to respond to complaints effectively and fairly". The code is part of the Ombudsman’s new powers in the revised Housing Ombudsman Scheme.

The HOS highlights the key areas of the code as follows:

• Universal definition of a complaint
• Providing easy access to the complaints procedure and ensuring residents are aware of it, including their right to access the Housing Ombudsman Service
• The structure of the complaints procedure - only two stages necessary and clear timeframes set out for responses
• Ensuring fairness in complaint handling with a resident-focused process
• Taking action to put things right and appropriate remedies
• Creating a positive complaint handling culture through continuous learning and improvement
• Demonstrating learning in annual reports.

There is a requirement for landlords to self-assess against the code by 31 December 2020 and publish the results.

Suse Weeks, Customer Insight Manager at GreenSquare says: "We welcome the clarity that the new complaint handling code provides. We have reviewed the new code carefully to check that we are complying with it – and we have also asked our auditors KPMG to do the same thing. And we are pleased to be publishing our self assessment, approved by our Board, in line with the requirements of the Housing Ombudsman Service."


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