Making a complaint
Making a complaint and valuing your feedback
We recognise that sometimes we get things wrong or don’t meet the high levels of service that tenants expect.
At Golden Lane Housing we aim to respond promptly, politely and fairly to complaints. We will acknowledge where things have gone wrong and apologise for failures and learn from our mistakes.
You can download a copy of our Complaints Policy or get in touch with our Tenant Experience Team.
You can download a copy of our Easy Read guide to our Complaints Policy.
Watch our video on How to make a complaint
The Housing Ombudsman and the Complaint Handling Code
Read in full the Housing Ombudsman’s Complaint Handling Code.
The Complaint Handling Code was introduced by the Housing Ombudsman to help landlords like Golden Lane Housing resolve complaints quickly and positively. It also asks landlords to learn from complaints.
The code is also a guide for tenants, setting out what they can and should expect from Golden Lane Housing when they are unhappy with the service they receive from us.
It also advises when a tenant can contact the Housing Ombudsman about their complaint.
The Housing Ombudsman Self-Assessment
We are members of the Housing Ombudsman Scheme and our complaints service follows its Complaints Handling Code. We are required to produce a self assessment every year about how we are performing against the Code.
Here you can read our most recent self-assessment.
Read our Complaints Performance and Service Improvement Plan which provides information about complaints received in 2023/24 and how we are using the feedback provided to improve our services.
The Golden Lane Housing Board Response in relation to the annual Complaints Performance and Service Improvement Report
A Complaints, Performance and Service Improvement report was presented to the Golden Lane Housing Board on 4th July 2024. The Board noted the areas for improvement and considered that the outcomes from these improvements would benefit tenants when presenting complaints and seeking redress and material action to put right things that have gone wrong.
At the same meeting the Board approved an updated Complaints Policy and approved an Unacceptable Behaviour Policy.
Golden Lane Housing has also carried out a compliance self-assessment against the Housing Ombudsman Complaint Handling Code. This has been reviewed by the Golden Lane Housing Board with a statement of compliance approved to be included within the Board’s Annual Report and Financial Statements.
Unreasonable Behaviour Policy
The Unreasonable Behaviour Policy shows how Golden Lane Housing will respond to customers who behave in an unacceptable or unreasonable way and sets out the actions we may take. This policy also covers third parties action on the behalf of customers.
Read and download the easy read guide to the Unreasonable Behaviour Policy.