We’re changing the way we handle complaints | Tenant news

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We’re changing the way we handle complaints

We’re working on a new complaints policy to reflect the Housing Ombudsman’s recently published Complaint Handling Code.

The Housing Ombudsman service is set up by law to look at housing complaints, and its new code sets out good practice that will help social housing landlords, like Habinteg, to respond to complaints fairly and effectively. 

In developing our new policy, we will:

  • consider the benefits of a two-stage versus a three-stage complaints process
  • ensure more tenant involvement in complaint handling
  • improve how we tell you about the outcome of tenants’ complaints.


We’ve already spoken to a number of tenants for their input and we’re in the process of finalising the new complaints policy.

Please keep an eye out for more news on this policy as we move into 2021.

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