Elim welcomes feedback from all its customers and other stakeholders. To provide feedback or to make a complaint, you can use the form below. Alternatively, you can email us on info@elimhousing.co.uk, call us on 01454 411172 or speak to a colleague at any of our offices.

Where a response is required, we will try to get back to you within 5 working days, or 2 working days if it is a complaint.

How We Handle Complaints

We recognise that we will not always get everything right. We treat complaints as an opportunity to improve the service that we provide to our customers. A copy of our Complaints Policy and Procedure can be found here. The Housing Ombudsman is a public body, sponsored by the Government, that investigates complaints and resolves disputes involving the tenants and leaseholders of social landlords. They can be contacted by any of our customers at info@housing-ombudsman.org.uk or on 0300 1113000.

In July 2020, the Housing Ombudsman published a Complaint Handling code. The code aims to ensure fair and effective complaint handling, promote a positive complaints culture and to embed complaint learning.  The Housing Ombudsman provides more information on their website about the Complaint Handling Code.

The Housing Ombudsman complaints code requires landlords like Elim Housing to complete and publish a self-assessment against their complaints code every year. A copy of this self-assessment can be viewed here. 

In March 2024 we appointed Board Member, Meenakshi Sharma, as Elim’s Member Responsible for Complaints under the Housing Ombudsman Code. We have been glad to work with Meenakshi over the year to support our scrutiny and reporting of the way Elim handles complaints.

Elim Board Response

The Elim Board received the 2026 self-assessment against the Complaint Handling Code and our annual complaints handling and performance report at the Board meeting of July 22^nd 2026 and as part of the Board Customer Service Committee on 7^th July 2026.

The self-assessment for 2026 identified that Elim was compliant with all requirements of the Complaint Handling Code, and the Board were pleased to approve this position.

Overall feedback from the Board and Customer Service Committee was positive and reflected Elim’s ongoing commitment to improving and publicising our complaints handling process and a positive complaints culture. The Chair of Elim’s Board noted that new actions put in place to manage the stages of the complaint process in response to last year’s assessment have proved successful in 2026 – 2027, and no further changes were required to the relevant policies and procedures. 

The Board and Committee both considered the increased number of complaints Elim received in comparison to the previous year. This was considered a positive result of the improved promotion of the complaint process over the year. Combined with an increased number of complaints that were successfully resolved at stage one of the complaint process in 2025-26, the Board reflected on the reduced level of escalation as an indicator that there had been an increase in the quality and consistence of complaint handling over the year, improving customer satisfaction with formal complaints handling at an earlier stage.

Despite this progress, the Customer Service Committee noted that the satisfaction with complaint handling as captured through the Tenant Satisfaction Measures data has not improved over the twelve-month period. This is an important reminder to focus on customer communication and the effective resolution of outstanding customer service queries both within and outside the formal complaints process.

Overall, the Board were assured that the leadership team could demonstrate a positive complaints handling culture at Elim Housing Association, and a commitment to learning and service improvement from complaints. Many of these positive changes will continue to be implemented and built upon during and after Elim’s anticipated Transfer of Engagements into Places for People in October 2026.

You can read Elim’s 2025-26 Complaints Performance and Service Improvement Report here. 

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