At GCHA, we’re committed to learning from feedback and improving the way we respond to and manage complaints. Each year, we publish our Annual Complaints & Service Improvement Report, which looks at the number and nature of complaints received, how we handled them, and the improvements we’ve made as a result.
This year’s report (April 2024 – March 2025) shows the steps we’re taking to build trust and transparency through better communication, response times, and closer collaboration with residents and contractors.
We’ve also completed our Annual Self-Assessment against the Housing Ombudsman Complaint Handling Code. This ensures we are meeting the Housing Ombudsman Complaint Handling Complaint Code with the aim to deliver a fair, transparent and effective complaints handling service for our residents.
You can read all relevant documents here:
Annual Complaints Performance & Service Improvement Report
Read our HO Complaint Code Self Assessment March 2025
Together with our staff, residents, and contractors, we’re taking action to learn from feedback, raise our standards, and improve the customer experience with everyone playing a key role in driving positive change.