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 Housing Ombudsman Self Assessment Complaint Handling Code Here  

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

 

"At its meeting on 29 April 2025, the Board of Eldonian CBHA reaffirmed its confidence that the organisation’s approach to handling customer complaints is strong, transparent, and fully meets the requirements of the Housing Ombudsman’s Complaint Handling Code. The Board approved the 2025 Self-Assessment, confirming it provides an accurate reflection of ECBHA’s effective complaints handling.

The MRC welcomed the quarterly KPI reporting, which provides valuable insight and early indicators to ensure residents’ concerns are managed promptly and fairly. "Although ECBHA continues to receive very few complaints, the organisation recognises that learning from them is an important opportunity to improve services further. It’s reassuring to see a positive complaints culture embedded across ECBHA, demonstrating our continued commitment to listening, learning, and delivering excellent customer service."

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