Complaints Policy

We sincerely welcome complaints and compliments from anybody who has received either a poor or good service from Orwell. In this section you will find all the information relevent to complaints.

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Policy aims and objectives

This policy has been developed in conjunction with our Residents’ Steering Group. It is compliant with the requirements of our Regulators, specifically the Care Quality Commission and both the Housing Ombudsman’s Service Complaints Handling Code and the Regulator for Social Housing’s Tenant Involvement Empowerment Standard.

We sincerely welcome complaints and compliments from anybody who has received either a poor or good service from Orwell. We welcome and value this feedback because, without it, we would not be able to learn from and correct our mistakes; similarly, it is good to know when we have got the service right.

We will ensure complaints are handled quickly and efficiently, making sure any changes to the service required are put in place.

All complaints will be monitored to ensure that we are being fair, putting things right and learning from outcomes. An annual report produced by our Complaint’s Lead Officer will be shared with both Orwell’s Residents’ Steering Group and the Board.

This policy should be read, in conjunction with Orwell’s Guide on How to Make a Complaint and the Complaint’s Procedure, as well as, Orwell’s Duty of Candour policy.

If you want to make a complaint, please fill out our complaints form here.

Accessible Documents

How to make a complaint
Accessible Complaints Policy

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