At Willow Tree Housing Partnership (WTHP), we are committed to following the Housing Ombudsman’s Complaint Handling Code to ensure our residents have access to a transparent, fair and efficient complaints process. Like many housing associations, we have experienced an increase in the number of Stage 1 and Stage 2 complaints.
We continue to work hard to build a positive complaints culture where feedback is welcomed, listened to and used to drive service improvements. We recognise that complaints provide valuable insight into our services and help us understand what matters most to our residents. By identifying themes, trends and lessons learned from complaints, we can take action to improve the quality of our services and help prevent similar issues from arising in the future.
We regularly review complaint outcomes, share learning across the organisation and monitor the actions we have committed to following a complaint. This supports our commitment to continuous improvement, accountability and delivering better outcomes for residents.
We have also strengthened the quality of our complaint responses, ensuring they are clear, empathetic and include a well-defined action plan to resolve issues effectively.
If you would like to make a complaint or view WTHP's Complaint's Policy & Procedure 'find out more on complaints'
