Complaints procedure

Our customers are at the heart of everything we do and we have completed the self-assessment of our current complaints policy and procedure, benchmarked against the New Housing Ombudsman Code, which came into effect on 1st of January 2021.

The process has highlighted that Ability should make some changes to ensure we are compliant with the new code.

Following the customer consultation process the new complaints policy and procedure will be rolled out across the organisation in spring 2021.

Self assessment report