Complaints handling
10 Jul 2024
At Squared we aim to provide high quality services to our customers, however whilst we always strive to do the best we can, sometimes there will be occasions where we fall short. When this happens, we do all we can to put things right as quickly and effectively as possible.
We view complaints and any other feedback, including comments and compliments, as a valuable opportunity to learn, improve our service delivery and team member development, as well as to communicate with our customers more effectively.
As a member of the Housing Ombudsman Scheme, we follow the Housing Ombudsman’s Complaint Handling Code and assess our complaints handling performance annually against this. Our annual complaints performance and service improvement report 2023-24 includes details on the number and types of complaints we received and handled. The report also includes our complaints handling self-assessment.
Our Board of Management have produced a response, scrutinising and challenging our self-assessment. For more information around our complaints handling and the Housing Ombudsman, including our Board of Management's response to our self-assessment, please visit complaints handling and procedure.