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As a responsible landlord, we here at Twenty11 have voluntary committed ourselves to meeting the requirements of the Housing Ombudsman's Complaint Handling Code, which sets out the expectations and good practice for effective complaint handling by landlords.
Each year we have completed and submitted a self-assessment against the code, but this year there was a requirement to do so by 30 June. We're pleased to say that we published our self-assessment ahead of the deadline, and that we showed full compliance with the code.
There is also a new requirement to produce a Performance and Service Improvement Report to complement our self-assessment against the Complaint Handling Code.
This report covers:
The report, which is available to download in full, was approved by our Board in June, following working with our Member Responsible for Complaints, Derek Cash. Derek wrote this foreword to the report:
"This report provides an accurate overview of the performance of Twenty11’s complaint handling in the financial year 2023-2024, as confirmed by scrutiny of the underlying data.
"Twenty11 has experienced significant demand for its complaints service this year, driven by factors including government campaigns such as the ‘Make things right’ campaign which Twenty11 supported and promoted, highlighting to our tenants how they can let us know if there is a problem with our services and how we can resolve issues quickly.
"In response to these trends, the organisation has adapted, with capacity being added to the Feedback team, in a new structure which reflects the growing significance of complaints, learning and the Housing Ombudsman within the sector, as well as the Ombudsman’s increased powers and stronger relationship with the regulator.
"Maladministration was found in one of the two cases which received a determination from the Housing Ombudsman this year. We have fully complied with the remedial orders and are taking forward learning identified to improve our service provision in the future. For reference, the sector rate of maladministration for this year is likely to be circa 70%.
"Our Self-assessment against the Housing Ombudsman's Complaint Handling Code for 2024-2025 shows full compliance with no outstanding actions.
"We have particularly developed our learning from complaints during the past year which should help improve service outcomes in key areas for our current and future tenants. During the coming year, we need to ensure that this learning, along with that from other feedback, is further consolidated and integrated regularly into our policies and service delivery practises in order to ensure this crucial strand of continuous improvement is maintained. With the additional capacity, now greater corporate awareness and focus, plus the added benefits which will arise from agreed new technology improvement tools within a modernised ICT system, Twenty11 are in a good place to achieve this."
Our Annual Complaints Performance and Service Improvement Report and our Self-assessment against the Housing Ombudsman's Complaint Handling Code are available to download.
