At Willow Tree Housing Partnership (WTHP), we are committed to following The Housing Ombudsman’s Complaint Handling Code, to ensure our residents have access to a transparent, fair and efficient complaints process. Like many housing associations, we experienced an increase in the number of Stage 1 complaints received in 2024/25 compared to 2023/24. Encouragingly, the number of complaints escalated from Stage 1 to Stage 2 has decreased, indicating more issues are being resolved at the first stage of our complaints process.
We continue to work hard to build a positive complaints culture where feedback is welcomed and used to support ongoing improvement. We have also strengthened the quality of our complaint responses; ensuring they are clear, empathetic, and include a well-defined action plan to resolve issues effectively.
If you want to make a complaint or find out WTHP's Complaint's Policy & Procedure then 'find out more on complaints'
