Horton Housing Association and Chartford Housing Limited Boards’ statement – Annual Evaluation of Complaints
“We take pride in providing high quality accommodation and delivering services that the people who access them and our stakeholders, expect. We recognise that there are occasions when things go wrong and the services we provide, may not meet those expectations. We act on those.
We encourage and welcome feedback both negative and positive to ensure expectations are met or managed and this is used to help continuous service improvement across the organisation. We want to provide a positive experience for anyone who engages with our organisation and for people to feel confident to speak up or engage if this is not the case.
In addition, our ‘Scrutiny Panel’, made up of people who access our services, hold regular meetings throughout the year and across our geographical areas of service delivery. These further promote opportunities for people to raise any concerns, ideas, or suggestions about the services we provide. These events also provide an opportunity for face-to-face contact with colleagues and members of our Board enabling people to have their say, whether positive or negative and ensure that feedback is acted upon.
As part of our ongoing commitment to use complaints as a platform for service improvement, we endorse and comply with the Housing Ombudsman Complaint Handling Code and have returned our completed annual self-assessment. This sets out good practice for landlords to respond to complaints effectively and fairly across the services that they deliver.
Over the last 12 months (1st April 2024 to 31st March 2025), we received 34 formal complaints (17 were made by tenants and 17 non-accommodation related services) and over 430 compliments. We have taken lessons learnt from complaints and fed this into our continuous service improvement plans. We have also shared the positive feedback received.”
You can see the full report and our Action Plan by following these links:
Annual Complaints Evaluation of Performance and Service Improvement Report 2024-25 (pdf.)
Complaints self assessment 2025 (docx.)
Evaluation of 2022-23 Action Plan (docx.)