Complaints & compliments

Complaints & compliments

Here at PHA Homes we strive to provide an excellent service but we know that even with the best intentions, things can sometimes go wrong.   We want to hear from you when this happens so we can fix things quickly and learn to improve for the future.

For further information about how to make a complaint and our policy can be found here Complaints policy – revised 2024

PHA Homes takes all complaints seriously and our aim is to learn from any complaint received.  All landlords must carry out an annual assessment against the Housing Ombudsman Complaint Handling Code.  This is to ensure that complaint handling remains in line with its requirements and that the results are published on PHA Homes website.   Our self assessment has been amended to take account of the most recent changes to the Housing Ombudsman Code and will be reviewed by our Board shortly.  You can see our draft here Complaints self assessment – 2024

The Code acts as a guide for residents, setting out what they can and should expect from their landlord when they complain.

The requirements in the Code also provide residents with information about how to make a complaint and how to progress it through the landlord’s internal complaints procedure.  Our self assessment can be found here Complains policy – revised 2024 .

Our complaints procedure is also available Complaints Handling Procedure – rev 2024

Obviously, we also love it when we hear that things have gone particularly well – so if you have had great service, please do send compliments to us as well at

“Thank you for enabling me to move on from shared ownership to owning my own home and all the Association’s help in the past”

Mrs A

“I love my new kitchen, thank you.”

Miss E