Making a complaint

Complaints policy

Eldonian Community Based Housing Association, (ECBHA), is committed to delivering high-quality services. However, we recognise that having a clear and accessible approach to complaints and feedback is essential to ensure that, on occasions when things go wrong, that the organisation put things right and learns lessons accordingly.

Find out more in our complaints policy statement

You can download a copy of the ECBHA Ltd 2025-26 Housing Ombudsman Self Assessment Complaint Handling Code Here  

You can download a copy of our 2025-26 Annual Complaints Performance Here

 

"The Board has reviewed and scrutinised the 2025/26 Annual Complaints Performance and Service Improvement Report and the annual self-assessment against the Housing Ombudsman’s Complaint Handling Code. The Board is satisfied that the self-assessment provides an accurate reflection of the Association’s complaint handling arrangements and the actions being taken to maintain and improve compliance.”

How to make a complaint

Complaints can be reported in a variety of ways, including:

Residents can also report complaints using the resident portal.

Report a complaint using the resident's portal