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How to make a Complaint

Teachers’ Housing Association always endeavours to provide high quality services to all service users and we recognise that decisions we make can have an impact on the lives of our tenants, leaseholders and applicants on our housing waiting lists.  Sometimes things can go wrong and mistakes can be made.  When you are unhappy with a service you have received from us we would like to know about it and we have developed our policy and procedure to enable you to understand the complaints process and to assist with the resolution of any grievances (Link Below)

Complaints and Appeals Policy 


Housing Ombudsman Complaint Handling Code

Earlier in 2020, the Housing Ombudsman published a new Complaint Handling Code which aims to provide a framework for high-quality complaint handling and greater consistency across landlords’ complaint procedures.

The Code aims to enable landlords like THA to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements.

Under the Code, landlords are required to complete an annual self-assessment to assess how they are responding to complaints against the Code.

You will find a link to the Housing Ombudsman’s Complaint Handling Code below along with links to Teachers’ Housing Association and Old Etonian Housing Association’s 2020 Complaint Handling Code Self Assessments.

Housing Ombudsman's Complaint Handling Code

THA Complaints Self Assessment Sep 2022

OEHA Complaints Self Assessment Sep 2022

If you have any questions on the above or would like any further information please call 020 7440 9440.