Complaints

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OCLT is committed to achieving high standards in all that we do, but recognise that there may be occasions where individuals or organisations are dissatisfied with the support, service or interaction they have had with us. When this happens, we encourage an open dialogue with us/and or our Management Agent, Soha (with whom, in the first instance, any service complaints in regard to our properties should be raised), so that together we can seek a solution.  In the event that this discussion does not resolve the situation you may wish to make a complaint. We aim to deal with any complaint raised in a timely and responsible way and to achieve a resolution to the complaint at the earliest stage possible. We are committed to take all complaints seriously, and to learn from them so that we can improve.

 

If you’ve exhausted the complaints process and you remain unsatisfied, you can refer your complaint to the Housing Ombudsman Service (HOS). This is an independent body appointed by the government to look at complaints about housing associations and local authorities. You can find more information and complete their online form here.

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The Housing Ombudsman Service Complaints Handling Code promotes the progressive use of complaints, providing a high-level framework to support effective handling and prevention alongside learning and development. The aim of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. You can see how Soha complies with the Code and their complaints procedure here. In addition a  summary of all formal complaints during the received in the business year 2023-24 can be found here.

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OCLT Complaints & Service Requests Policy

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OCLT's Complaint Handling Self Assessment - currently work in progress, check back soon

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Living As a Co-op

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OCLT seek to empower and train residents to live as a co-op in our developments.