Elaine
We discovered from another Almshouse who had had a complaint from their resident that got raised with the Housing Ombudsman that we needed a Complaints policy on our website so you can see it here
https://municipal-charities.org.uk/wp-content/uploads/2024/03/Complaints-policy-and-procedure-March-2024-.docx.pdf
also our complaints form
https://municipal-charities.org.uk/wp-content/uploads/2024/03/Municipal-Charities-Complaints-leaflet-March-2024.docx.pdf
Then in July we received an email stating we had not complied with having our annual retrun sent to them by 30 June – which sadly we were not even aware was needed
We have now produced this – it includes our Board’s response – see
https://municipal-charities.org.uk/wp-content/uploads/2024/09/Annual-Complaint-Performance-and-service-improvement-report-June-2024-Google-Docs.pdf
We would be happy to send you our 26 page response to the Housing Ombudsman self assessment form – this link may work
https://docs.google.com/document/d/1fnGhwQCiOcQzCPCO4tzsnQk7qeLknoWE/edit#heading=h.chfb9ydpswpw
If you need anything else then do get in touch
William Clemmey chiefofficer@municipal-charities.org.uk