Complaint Handling Failure Orders

In March, the Housing Ombudsman issued its quarterly report. During the period October 2022 to December 2022, Hexagon Housing Association were issued with two complaint handling failure orders. We were non-compliant as we failed to comply within the target timescales.

Hexagon accepts that we did not respond as swiftly as we promised. The introduction of the Complaint Handling Code and the spotlight on the condition of social housing has had a profound impact on our management of complaints.

We have responded by prioritising additional resource to appoint a dedicated complaint investigation team. The team are in post and currently undergoing induction training. We regret disappointing residents and anticipate the new team will strengthen our focus and enable us to deliver our customer service standard. We have partially resolved the issues raised in these cases and we are working to resolve the remainder at the earliest date.

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