The Summary of Complaints looks at our policies, procedures, and communications with customers. Crucially it also examines mechanisms for taking learnings from complaints. It is a lengthy document, with seventy-five questions, split into mandatory requirements and best practices, and was comprehensively revised in March 2022.
Of the mandatory requirements, there are seven questions where the assessment has identified partial compliance, with actions taken to strengthen procedures to become fully compliant.
You can download a copy of Trent & Dove's Housing Ombudsman’s Complaint Handling Code of Practice - Compliance Self-Assessment (April 2022) here.