To help us understand how we are handling customer complaints, we've produced an Annual Performance and Service Improvement Report for the 2023-24 financial year. This report focuses on how we have performed against some key metrics. It also includes some of the main service improvements we have been implementing over the last 12 months, these changes have been due to our customer feedback. A full copy of this report can be viewed here.
As part of our commitment to working with the Housing Ombudsman, we have also recently completed a self-assessment against the latest version of the Complaint Handling Code. You can view a copy of this here.
The Housing Ombudsman also produce a series of annual reports about individual landlords based on the cases which they have independently investigated. The latest of these reports (currently for the 2022-23 financial year) can be viewed here.
Finally, in line with the Housing Ombudsman’s recommendations, we have appointed Myles Edwards as the member of our Board responsible for complaints, commonly referred to as the “member responsible for complaints” (MRC). Myles and the rest of our board were given access to the above report and self-assessment on 16 May 2024 and having reviewed the documents, Myles has provided the following response:
“As the appointed Member Responsible for Complaints for Magenta Living, myself and the wider Board of Directors recognise the work undertaken by the organisation to allow Magenta to report it is fully compliant with the Housing Ombudsman’s Complaint Handling Code. We are pleased to see an improved focus on complaints handling, willingness to understand the root cause and take remedial action to reduce the likelihood of other customers receiving the same poor outcomes. We are assured that the consideration of our customers is firmly at the heart of our purpose, vision and values, creating a culture that empowers our people to deliver our customer-centric transformation strategy.”
