Housing Ombudsman completes follow up after special investigation

The Housing Ombudsman has completed its monitoring of GSA following a special investigation into our complaint handling.   

The Ombudsman investigates complaints and resolves disputes involving tenants and leaseholders of social landlords. In September 2023 it announced it would be conducting a wider investigation looking at how we handle complaints, known as a paragraph 49 investigation.

The investigation reviewed how we had learned from a series of cases and looked at any changes we have made and how these have been embedded in our practice.             

Since the publication of the report in October 2024 we have been working alongside the Housing Ombudsman to continue to improve our response to complaints and make other important changes to improve our services for customers. This week the Housing Ombudsman shared with us that it is satisfied with the progress we are making and that we have completed the actions outlined in its report, and this formally brings its investigation and follow-up monitoring of GSA to an end.

Ruth Cooke, Chief Executive at GSA, said: “We are pleased to have been able to work alongside the Housing Ombudsman and provide it with assurance that we have driven improvements to our response to complaints and other service improvements.  

“We have welcomed this opportunity to work with the Housing Ombudsman Service to share our progress and gain further learning to take forward.

“Getting things right for our customers is our top priority and we have used learning from this process to drive further improvements and ensure the service our customers receive reflects our fundamental commitment.

“Of course, our ambition to improve services for our customers does not end there. As we enter year three of our Simpler, Stronger, Better strategy we are renewing our focus on continuing to improve our services, investing more in our homes and driving improved customer experience.”