Charity Housing Commission

In April 2024, the Housing Ombudsman published a new Complaints Handling Code. The code is now a statutory requirement for all social landlords. The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. It will also help to create a positive complaint-handling culture amongst staff and residents.

The documents below are the City of Wells Almshouses’ Complaints Policy and 2025/26 its response to the Complaints Handling Code requirements:

This

Originally the Almshouses in Wells were separate unincorporated trusts. In 2004 these charities were brought together and the five almshouses became one charity, the City of Wells Almshouses Trust (registered charity no: 1040554).

In 2014 a Charitable Incorporated Organisation (CIO) (registered charity no: 1159162) was set up and this now administers the original Trust. City of Wells Almshouses is also a registered housing association, regulated by the Charity Commission and by the Homes and Communities Agency.