Housing Ombudsman
The Housing Ombudsman is an independent organisation which resolves disputes involving tenants and landlords. In July 2020, it published a complaints’ handling code, which was updated and became statutory law in April 2024, which shapes how we manage complaints. As with all landlords registered with the Housing Ombudsman, we carry out an annual assessment against the Code to ensure our complaint handling process meets its requirements and we publish the results.
This is a very important exercise for bpha. It helps us understand more about our customers’ experience when things haven’t gone well and what, and how, we need to improve. View and download bpha’s self-assessment with the Housing Ombudsman’s Complaint Handling Code here.
Landlord Performance Reports
The Housing Ombudsman Landlord Performance Report is an annual report produced by the Housing Ombudsman Service (HOS) that provides an independent assessment of a landlord's complaint handling performance. The reports are based on the Ombudsman's interactions with the landlord and includes information about HOS complaint investigations, and the landlord's response to recommendations and orders made by the Ombudsman.
Complaints Self Assessments
The Complaint Self-Assessment is an annual review that demonstrates how we comply with the Housing Ombudsman's Complaint Handling Code. It assesses our complaints policy, procedures and performance against the Ombudsman's requirements and helps ensure that our approach to complaint handling remains fair, accessible and effective.
