Complaints, Performance and Accountability
Annual review of complaints
Each year, RMHS completes a self assessment on how we meet the Housing Ombudsman Complaint Handling Code. We also produce an Annual Report which sets out how we have learned from complaints and what improvements we have made to our services as a result of them. Our Board has also responded to the annual report and self-assessment.
Response from RMHS Board to the annual report and self-assessment
As a Board comprising United Reformed Church members and supporters, we are deeply committed to ensuring that our retired ministers receive the services and support they deserve. This means we need to be customer focused, responsive and always thinking about the individual in our relationships and plans. It is for this reason that we particularly value the role played by the complaints process in ensuring we have an opportunity to learn from residents’ experiences and improve the ways in which we deliver our services.
The Annual Complaints Performance and Improvement Report set out above demonstrates that while we are compliant with the Housing Ombudsman’s Complaint Handling Code, we recognise that there is always room for improvement. The Board will continue to monitor progress on complaints handling, both through reports to Board and through oversight via the Member Responsible for Complaints, and will provide constructive challenge where appropriate.
Annual review of complaints
Each year, RMHS completes a self assessment on how we meet the Housing Ombudsman Complaint Handling Code. We also produce an Annual Report which sets out how we have learned from complaints and what improvements we have made to our services as a result of them. Our Board has also responded to the annual report and self-assessment.
Response from RMHS Board to the annual report and self-assessment
As a Board comprising United Reformed Church members and supporters, we are deeply committed to ensuring that our retired ministers receive the services and support they deserve. This means we need to be customer focused, responsive and always thinking about the individual in our relationships and plans. It is for this reason that we particularly value the role played by the complaints process in ensuring we have an opportunity to learn from residents’ experiences and improve the ways in which we deliver our services.
The Annual Complaints Performance and Improvement Report set out above demonstrates that while we are compliant with the Housing Ombudsman’s Complaint Handling Code, we recognise that there is always room for improvement. The Board will continue to monitor progress on complaints handling, both through reports to Board and through oversight via the Member Responsible for Complaints, and will provide constructive challenge where appropriate.
