Complaints
We aim to provide an excellent service to all our residents, ensuring that everyone feels both valued and respected. We acknowledge that sometimes things go wrong and when they do, our aim is to put things right as soon as possible, learn from our mistakes and improve the way we work as a result. We believe that complaints are an excellent opportunity to listen and respond to our residents and other customers in a proactive way.
The Housing Ombudsman’s Complaint Handling Code
The Housing Ombudsman Complaint Handing Code was updated in 2024, to make it stronger and encourage a positive complaint handling culture. We have recently finished carrying out a new self-assessment against the 2024 requirements. We are proud to say that we already comply with the code in all areas.
The code is also a guide which sets out what you should expect from us when you complain.
The following documents can be downloaded by clicking the relevant images below:
If you wish to make a complaint, please call us on 020 7089 9014, email info@ustsc.org.uk.
