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:
Report on CWA’s Complaint Handling Code Annual Submission to Housing Ombudsman 2025-26
Appendix A City of Wells Almshouses Completed Self Assessment 2025_26
Appendix B CWA Annual Complaints Performance And Service Improvement Report 2025_26
Appendix D CWA Complaints Policy February 2025
The documents below are the City of Wells Almshouses’ 2024/25 response to the Complaints Handling Code requirements:
City of Wells Almshouses Completed Self Assessment 2024_25
City of Wells Almshouses Annual Complaints Performance and Service Improvement Report 2024_25
The documents below are the City of Wells Almshouses’ 2023/24 response to the Complaints Handling Code requirements:
City of Wells Almshouses Annual Complaints Performance and Service Improvement Report for 2023-24
City of Wells Almshouses Complaint Handling Self-Assessment 2023-24
