Introduction

Winsley’s Charity aims to provide a high standard of accommodation that meets the individual needs of all our residents. We welcome suggestions for improving the quality of life of our residents and the quality of accommodation we provide. The Trustees have updated the procedures for handling complaints to reflect changes introduced in April 24 by the Housing Ombudsman’s Complaints Handling Code.  

This policy applies to the residents, employees and Trustees of Almshouse Charity of Arthur Winsley & Others and seeks to ensure that the Charity’s complaints process is flexible and responsive to the needs of our residents to enable them to be heard and understood.

The Charity complies with the Complaint Handling Code (the Code) issued by the Housing Ombudsman Service.  All complaints dealt with under this policy will be dealt with in a manner consistent with the Code and the Charity will maintain all records as required by the Code. This policy is publicised in the Residents’ Handbook and on our website. Hard copies are also available in the communal room. A copy is also available to download at the bottom of the page.

Housing Ombudsman Service

In the event that the complaint still remains unresolved, the resident may apply to the Ombudsman under the Independent Housing Ombudsman Scheme.

The service can be contacted by post, telephone, e-mail or through their website:

Housing Ombudsman Service,

PO Box 1484

Unit D

Preston

PR2 0ET

Tel: 0300 111 3000

E-Mail: info@housing-ombudsman.org.uk
Web site: www.housing-ombudsman.org.uk

When residents contact the Ombudsman they should state their full name and address, telephone number and e-mail address together with full details of their complaint.