Understanding the stages of a complaint and the Ombudsman services
Before you escalate a complaint to the Ombudsman make sure that you have told Tuntum about your complaint. We want to be able to put things right. We have our own complaints policy that is easy to use, fair and designed to put things right.
Contact the Ombudsman.
The Ombudsman will deal with each complaint to find the best outcome for your individual circumstances. Once they receive your complaint they may:
- Refer the case to a different organisation if it is an issue they cannot make a decision about because it is not in their jurisdiction
- Work with you and your landlord to resolve the dispute under their early resolution procedure. For example they can use their experience of resolving complaints to make suggestions to the landlord and/or the resident if they believe there is a way to resolve the complaint
- Carry out an investigation; they only do this for those complaints where they decide an investigation is proportionate to the circumstances and evidence before us, for example complex complaints involving many issues.
The Housing Ombudsman contact details:
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
Telephone: 0300 11 3000
Website: housing-ombudsman.org.uk
Their website has an on-line complaints form or you can email them at info@housing-ombudsman.org.uk
Housing Ombudsman Self Assessment
The latest Complaint Handling Code became statutory on the 1st April 2024. As part of the new Code, we are required to complete the new self-assessment.
You can click here to read the latest self-assessment, presented to the Board in March 2024.
Annual Complaints Performance & Service Improvement Report
Response from the Board on the 16th May 2024:
“The Board of Tuntum HA were pleased to see that The Annual Complaints Performance and Service Improvement Report (presented on the 16th May 2024) included not only the statistics around the number of cases, but what we have learnt from them. It’s hoped that this approach encourages more customers to raise complaints where they are dissatisfied as they understand that we will listen and seek to resolve them”.
You can click here to read the Annual Complaints Performance Service Improvement Report 2023-24.
