SYHA are delighted to have received accreditation for our handling of customer complaints from HouseMark* and The Housing Ombudsman Service**. An independent assessment of our complaint handling processes and practices has confirmed that we are effective in all categories.
The assessors consulted with a range of customers, including some who had recently submitted complaints, considered the outcomes arrived at as well as reviewing our internal processes.
We were assessed in 7 separate categories including ease of access for customers, timely and effective resolution, learning from complaints, tackling the causes and value for money.
We receive around 200 complaints each year and aim to resolve over 90% of these within 2 weeks of receipt.
SYHA's Performance and Planning Manager, Ian Shepherd said "We are delighted to receive this accreditation; recognising good handling of complaints demonstrates that on those occasions when things do go wrong, we get it right."
* HouseMark is the leading provider of performance information to the social housing sector and is jointly owned by the National Housing Federation and Chartered Institute of Housing.
** The Housing Ombudsman Service is a government funded body which considers complaints involving housing providers.
