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.

• Each year we carry out a self-assessment of our complaint handling, as directed by the Ombudsman. A copy of this self-assessment can be viewed here.
• Read our 2023-24 Complaints Performance and Service Improvement Report here. 

Elim Board Response

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. Our annual self-assessment and a summary of all the complaints we handled in 2023 – 2024 was presented to and approved for publication by our People and Culture Board Committee on 21^st June 2024. The self-assessment for 2024 identified that Elim was compliant with all requirements of the Complaint Handling Code.

Feedback from the committee was positive and reflected Elim’s ongoing commitment to improving and publicising our complaints handling process. There is always more we can do and our Board Chair, Sally Mason, commented on the need to ensure that our customer views’ also feed into our future assessment processes, particularly in relation to the accessibility of our complaints processes and any improvements we might make.

In March 2024 we appointed Board Member Meenakshi Sharma, as Elim’s Member Responsible for Complaints under the Housing Ombudsman Code, and we look forward to working with her to support our Board and customers to scrutinise our complaints handling and reporting over the year ahead.

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