Complaints procedure

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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 the Trust’s 2023/24 response to the Complaints Handling Code requirements.

City of Wells Almshouses complaints procedure

ABOUT US

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.

The CIO is administered by a Board of Trustees. A number of the Trustees are appointed by the Chapter of Wells Cathedral and by Wells City Council. The Dean of Wells and the Mayor of Wells are both ex-officio members of the Board.

The Almshouses are managed on a day to day basis by 4 part-time staff: the Chief Executive; the Scheme Manager; the Finance Officer/Trust Secretary and the Handyman.