In the UK housing sector, there are many laws in place to protect residents and assist housing providers in creating and sustaining safe homes.
As part of the Social Housing (Regulation) Act 2023, the Complaint Handling Code 2024 officially became statutory on 1st April 2024. The new addition to these regulations represents a new era in the pursuit of customer satisfaction and operational excellence.
In this blog, we’ll explore the details of this code and explain its implications providing you with the necessary knowledge to comply with it confidently.
Understanding the Code
At its core, the Complaint Handling Code 2024 aims to elevate the standards of complaint resolution within the housing sector. From setting clear expectations for response times to mandating reporting mechanisms, this code empowers housing providers and residents alike. By familiarising yourself with its provisions, you'll gain valuable insights into the principles that underpin effective complaint management.
Key Provisions Demystified
Let's break down some of the key provisions of the 2024 code and what they mean for housing providers:
1. Timely Response: Residents deserve prompt acknowledgement and resolution of their complaints. The code stipulates specific timeframes for providers to respond to and resolve complaints, ensuring timely and efficient resolution.
2. Transparency and Accountability: Transparency breeds trust. Housing providers are now required to maintain detailed records of complaints and their resolutions, fostering accountability and enabling continuous improvement.
3. Empowering Residents: The code emphasises the importance of empowering residents to voice their concerns and participate in the resolution process. By promoting open communication channels and accessible complaint procedures, housing providers can foster a culture of collaboration and mutual respect.
4. Continuous Improvement: Compliance isn't a box-ticking exercise; it's an ongoing journey of improvement. The code encourages housing providers to continually review and refine their complaint-handling processes, adapting to changing needs and emerging best practices.
5. Embracing Technology for Compliance Success: In an age defined by digital innovation, technology emerges as a powerful ally for housing providers seeking compliance success.
By leveraging these tools effectively, providers can not only meet the requirements of the 2024 code but also drive operational efficiency and resident satisfaction.
That’s where Plentific comes in. From advanced complaint management solutions to resident engagement tools, our solutions enable housing providers to streamline processes, enhance transparency, and deliver superior customer experiences.
Learn more about how you can transform your property operations with Plentific.
