Complaints performance and service improvement report
Published: 20 Dec 2024
This report is produced in compliance with the Housing Ombudsman Complaints Handling Code 2024 (the Code), as part of our duties under section 8 ‘self-assessment, reporting and compliance’. It is also representative of our commitment to look beyond the circumstances of an individual complaint and look at what wider service improvements can be made as a result of learning from complaints.
At Ability, we are committed to delivering excellent customer service and further committed to fostering a culture of accountability and transparency to ensure a positive complaint handling culture. Customer satisfaction is therefore key to how we measure the quality of our services. There will be times when customers feel that we have fallen short of the standards we set. We therefore welcome complaints about the quality of our services and will continue to use these in order to learn and improve.
Full complaints performance and service improvement report here (pdf 291 KB)