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Complaints Performance and Service Improvement Report March 2025 - December 2025
Introduction:
Board Members will be aware that Partners Foundation (PFL) are a member of the Housing Ombudsman complaint service and will recall previous reports which outlined how PFL where fully committed and signed up to the Housing Ombudsman Complaint Handling Code of Practice
Requirements:
One of the requirements of the code is the production of an annual performance and service improvement report for Board Members Consideration. Following consideration by Board Members this report will be published on PFL company website.
Information:
During the period 1/4/24 – 31/3/25 PFL received three complaints, all three related to different contractors (2 related to quality of work and one related to manner)
These complaints were dealt with at Stage 1 of our procedure and the Housing Ombudsman Complaint code of Guidance. There are no patterns or similarities in any of these complaints. All three related to different contractors and there has been no repetition.
In addition, we have commissioned an independent external audit of our complaints process currently being undertaken by TIAA. At the time of writing this report the audit has been completed and we are awaiting our feedback which will be presented verbally at the Board meeting if it is available.
Conclusion:
The number of complaints remains low; however, we regularly remind tenants (via website, social media, tenant newsletter and annual property visits) of the methods of how to make a complaint (compliment or suggestion).
Recommendation:
Board members are asked to note and approve the content of this Complaints Performance and Service Improvement report, noting it will be, as required by the Housing Ombudsman code of Practice be published on PFLs company website. The Housing Ombudsman will be updated that this has been done and is available on the website along with Board members acknowledgement that the report has been scrutinised and they are satisfied this is an accurate reflection of the PFL position.
Dave Bainbridge
Assistant Director – Operations
24th November 2025