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 2024 Housing Ombudsman Self Assessment Complaint Handling Code Here  

You can download a copy of our 2024 Annual Complaints Performance Here

 

"At its meeting on 24th April 2024, the Board of Eldonian CBHA confirmed that it is assured that the organisation’s approach to handling customer complaints is robust and meets the requirements set out in the Housing Ombudsman’s Complaint Handling Code.

The Board is assured that the self-assessment against the Complaints Handling Code is a true reflection of Eldonian CBHA  Complaints Handling and notes that the Board Member Champion for Complaints, Margarette Dragonette have reviewed all the evidence showing how ECBHA meets each element of the complaint handling code and the quarterly KPI's on complaints is really helpful and gives ECBHA early indicators if there were any issues with residents complaints not being  handled correctly

Learning from complaints is a great way for ECBHA to help improve  its services and its good to know there is a positive complaints culture within ECBHA."

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