We welcome all feedback about our service -good or bad. We really do not want our customers to be dissatisfied with the service we provide, so if we get things wrong, it is good for us to know. We can then put things right for the customer and stop the issue recurring for our other customers. We may need to apologise, change how we do things, update a policy or process or sometimes pay compensation.
Warrington Housing Association (WHA) has signed up to the Housing Ombudsman Complaint Handling Code which means we follow a standard approach to how we deal with complaints. Every year, we must publish how we meet the Code against a self-assessment. A copy of our self-assessment can be found below. Our Scrutiny Panel have also reviewed our submission.
Our Complaints Policy can be found HERE.
We also have a simple complaints process which sets out how a customer can complain and what happens at each stage. A copy can be found here.
Should you wish to find out more about the Housing Ombudsman or contact them directly, their details can be found at Residents | Social housing | Housing Ombudsman Service (housing-ombudsman.org.uk)
For further information about how we performed on complaints in 2024/25, please see our Complaints Performance & Service Improvement Plan 2025.
Housing Ombudsman Determinations/Complaints Handling Failure Orders
We do sometimes, get things wrong and on occasion, a customer has therefore felt it is necessary to escalate their complaint to the Housing Ombudsman. We received an annual report from the Housing Ombudsman against our performance in 2023/24. A link to the report can be found in our self-assessment. In 2024/25, we did not receive any determinations from the Housing Ombudsman, however, we did receive feedback on our assessment and Complaints Policy. We have included their suggested amendments in our updated documents.
In 2025/26, we have received a determination from the Housing Ombudsman, the outcome of which is included in the self-assessment.
Approval from our Governing Body
WHA Board Statement
Our Member Responsible for Complaints (MRC) and WHA Board Chair have set out the below statement: “WHA’s Customer Consultation Group (CCG) and WHA’s Board have reviewed our selfassessment against the Housing Ombudsman Complaint Handling Code, the updated Policy and this Plan. WHA Board are pleased to approve our updated self-assessment against the Housing Ombudsman’s Complaint Handling Code. WHA works hard to deliver services which meet customers’ expectations and when things go wrong, we aim to put things right for our customers. We learn from complaints and continue to improve the services we deliver. Our updated Complaints Policy (2025) reflects the changes to the Code, and we have consulted customers on the self-assessment and the policy”.
We are committed to openness and transparency; and if you would like further information on what you can expect from us as your Landlord when dealing with complaints, please visit the Housing Ombudsman Service:
Give Your Feedback
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