Housing Ombudsman Complaint Handling Code - Self Assessment

Welcome to the complaints area of our website.

Like all social housing providers, Salvation Army Homes is registered with the Housing Ombudsman Service. The Housing Ombudsman service can assist residents who are unhappy with how a complaint has been dealt with. In addition, the Housing Ombudsman Service also monitor housing providers, like Salvation Army Homes, to ensure we are providing a fair and accessible complaints service.

The Social Housing(Regulation) Act 2023 (the Act) empowered the Housing Ombudsman (Home Housing Ombudsman Service (housing-ombudsman.org.uk) to issue a code of practice about the procedures members of the Scheme should have in place for considering complaints. 

The Housing Ombudsman Service Complaints Handling Code (The Complaint Handling Code | Housing Ombudsman Service (housing-ombudsman.org.uk) provides good practice for all landlords on fair and effective complaints handling.

Salvation Army Homes have produced a self-assessment against the Complaints Handling Code 2024.  We have published this self-assessment which you can read on this page, along with our Board’s response to our Complaint and Service Improvement Report 2024-25.

You can find out more about our complaints process and details on how to make a complaint in our Complaints and Compliments Policy.