YMCA Thames Gateway Group is committed to providing high quality, transparent and accessible services for all of our services users.
We recognise that we can always do better, and encourage our residents (or their advocates and family members) to tell us when we have got this wrong, so we can identify issues and introduce positive changes to service delivery.
We encourage a positive culture around complaint handling, and want to resolve disputes as quickly as possible.
The Complaints Performance and Service Improvement report is published in accordance with the requirements set out in the Housing Ombudsman’s Complaint Handling Code – this will include the Board’s response to the report (currently pending and will be updated shortly). The self-assessment document sets out our compliance against the Complaint Handling Code.
Downloadable PDFs:
Housing Ombudsman jurisdiction
Complaints performance & service improvement report
Tenant satisfaction survey (questions only) – running from 4-25 November