St John’s Winchester (SJW) is a member of the Housing Ombudsman’s Scheme and complies with the statutory Complaint Handling Code.
The Code supports fair, accessible and effective complaint handling. As a member of the Scheme, SJW produces an annual complaints performance and service improvement report for scrutiny and challenge.
This report summarises the complaints received and the service improvements arising during the period 1 April 2025 to 31 March 2026.
Trustees Introduction
As Trustees of St John’s Winchester, we welcome the organisation’s continued commitment to an open, fair and accessible complaints process.
Complaints provide an important opportunity to understand residents’ experience, put matters right and improve services. During 2025/26, five complaints were recorded. All related to almshouse residents or services, and none related to commercial residential properties. The complaints covered health and wellbeing, pest control, water-safety communication, grounds maintenance and the use of shared space.
We recognise the work undertaken by staff to respond to the issues raised and the learning identified in this report. We also support the continuing development of consistent records of complaint acknowledgements, response dates, outcomes, remedies and closure.
On behalf of the Board, we thank staff and residents for raising and responding constructively to concerns. The Board will continue to scrutinise complaint performance and ensure that learning is translated into practical improvements.
Linda Bonin – Member Responsible for Complaints and Chair, Property Management Oversight Committee
Marianne Wanstall – Chair of Trustees
Annual self-assessment against the Complaint Handling Code
SJW annual self-assessment against the Complaint Handling Code can be found below.
Find below access to the Complaints Policy Leaflet and Policy and Procedure for Complaints & Redress associated with rental of residential property.
Qualitative and quantitative analysis of SJW complaint handling performance
Analysis of complaints received by St John’s Winchester
- Total number of complaints in the year: 5
- Number handled at Stage 1 by management: 5
- Number escalated to Stage 2: 0
- Number referred to the Housing Ombudsman: 0
- Satisfaction with complaint handling: Not formally measured during the year
- Housing Ombudsman findings of non-compliance: None
- Commercial residential complaints: 0
Quantitative Insights:
Complaints by location:
- Northside: 2 complaints, both concerning rat activity and received from the same household
- Mary Magdalen: 2 complaints
- Other almshouse location: 1 complaint concerning water safety
- Commercial residential properties: 0 complaints
The two Northside complaints are counted separately because they were separate expressions of dissatisfaction following continuing rat activity. The five complaints therefore do not represent five separate households.
Qualitative Insights:
Complaint themes:
- Health and wellbeing: three complaints, comprising two about rat activity and one concerning a low-level Legionella trace and communication with a resident’s family.
- Grounds maintenance: one complaint concerning the removal of a resident-grown plant during necessary maintenance of the city wall.
- Resident behaviour and shared space: one complaint concerning a fence panel installed by another resident beside a shared walkway.
Responsive actions: The rat complaints resulted in pest-control inspection, sealing of visible access points and a request for further treatment. The water-safety concern was escalated to the Chief Executive, with bottled water and safety advice provided. The grounds-maintenance complaint was discussed with the resident and the reason for the work explained. Agreement was reached for the fence panel to be removed and the shared area reinstated.
Pending or recurrent issues: The two vermin complaints indicate a recurring pest-control matter and demonstrate the importance of following action through to confirmed resolution. No other recurring theme was identified from the small number of complaints.
Recommendations for Improvement:
Proactive Maintenance – Continue planned and preventive maintenance and ensure recurring pest-control issues are monitored until resolution is confirmed.
Water-safety Communication – Provide clear, risk-based information and tailored contact for residents whose health circumstances may increase concern or vulnerability.
Grounds and Contractor Management – Give residents advance notice, where practicable, when work may affect planting or areas immediately surrounding their homes, and ensure contractors receive clear instructions.
Shared Spaces – Remind residents that agreement is required before installing fences or making other changes to communal or shared areas.
Complaint Records – Record each complaint separately, including acknowledgement and response dates, stage, outcome, remedy, any reasonable adjustments and evidence of closure.
Analysis of Complaints Handling considering Housing Ombudsman Requirements
The Housing Ombudsman’s Code requires complaints to be accessible, handled promptly and fairly, recorded clearly and used to improve services. The 2025/26 complaints provide evidence of local management action and no complaint progressed beyond Stage 1. The absence of escalation is positive but is not by itself evidence of satisfaction or full compliance; assurance also depends on the quality and timeliness of responses and the completeness of records.
Accessibility of the Complaints Procedure
- Housing Ombudsman requirement: Residents must be able to access the complaints process easily and use a representative where required.
- St John’s position: Complaints can be made in person, by telephone, in writing, by email or through an authorised representative. Reasonable adjustments are available where needed.
Responsiveness and Timeliness
- Housing Ombudsman requirement: Complaints must be acknowledged and answered within the Code timescales, with any extension explained.
- St John’s position: The records show management action on all five complaints, acknowledgement and response dates. The timely recording of these dates consistently is a priority for 2026/27.
Fairness and Resident-Centred Practice
- Housing Ombudsman requirement: Residents must be treated respectfully and impartially, and expressions of dissatisfaction must be recognised as complaints regardless of the language used.
- St John’s position: The complaints were addressed at management level. The grounds-maintenance concern has been included as a complaint despite being described informally in an internal note, reflecting the Code definition.
Continuous Learning and Improvement
- Housing Ombudsman requirement: Landlords must use complaint learning to improve services.
- St John’s position: Learning has been identified in pest-control follow-up, water-safety communication, advance notice of grounds work, management of shared spaces and complaint record keeping.
Clear Record-Keeping and Reporting
- Housing Ombudsman requirement: Complaint records must support audit, scrutiny and evidence of compliance.
- St John’s position: Five complaints were recorded and reported separately. Future records should consistently capture formal outcomes, response times, remedies and closure evidence.
Actions Aligned with Housing Ombudsman Publications
- Maintain the revised two-stage complaints process and ensure staff recognise dissatisfaction as a complaint.
- Use relevant Ombudsman reports and guidance, particularly on repairs, communication, vulnerabilities, contractors and record keeping.
- Publish the annual self-assessment, this report, the Complaints and Redress Policy and the Board’s response together.
- Introduce regular management and governance reporting on complaint volumes, stages, outcomes, response times and service-improvement actions.
Impact of Early Resolution Approach
- Resident Satisfaction: The absence of escalated complaints demonstrates a high degree of residents’ trust in the process.
- Organisational Efficiency: Addressing issues at Stage 1 minimises resource demands, enabling faster and more focused resolutions.
- Sector Leadership: Adherence to Ombudsman guidance positions St John’s Winchester as a model for effective, resident-focused complaints management.
Key Learning
- Continuous monitoring: Review recurring issues, particularly pest control, until resolution is evidenced.
- Proactive engagement: Communicate early and clearly where works, safety matters or shared-space decisions affect residents.
- Strategic reporting: Improve complaint data so trustees can scrutinise timeliness, outcomes, remedies and learning.
- All five complaints were handled at Stage 1 and none were referred to the Housing Ombudsman. St John’s will continue to use complaints as a source of learning and assurance, while strengthening the evidence supporting complaint outcomes and response times.
St John’s Winchester (SJW) is a member of the Housing Ombudsman’s Scheme (HOS) and complies with their Complaint Handling Code, updated in April 2024. The Code represents best practice in complaint handling. As a member of the HOS we are required to produce an annual complaints and service improvement report for scrutiny and challenge. This report includes details of the nature of the complaints SJW received and the service improvements we have made to address the complaints. The following report reflects on the period from 1 April 2024 to 31 March 2025.
Trustees Introduction
As Trustees of St John’s Winchester, we are pleased to acknowledge the robust and transparent approach the organisation has taken in managing its complaints process.
The clarity and accessibility of the procedure, as outlined on the St John’s Winchester complaints page, demonstrate a genuine commitment to supporting residents, their families, and other stakeholders in raising concerns effectively.
The step-by-step guidance provided ensures that individuals should feel empowered to voice their concerns in a structured and respectful manner, fostering trust and accountability. Additionally, the inclusion of timelines for responses, escalation pathways, and independent oversight reflects best practice and aligns with regulatory expectations.
We particularly commend the organisation for embedding a culture of learning from complaints. This proactive stance not only resolves issues but also strengthens the quality of care and services delivered. Encouraging constructive feedback and acting upon it is a testament to St John’s Winchester’s dedication to continuous improvement and the well-being of those it serves.
On behalf of the Board of Trustees, we would like to thank the staff, volunteers, and leadership team for their unwavering commitment to maintaining high standards and for ensuring that all voices are heard.
We are confident that this approach will continue to uphold St John’s Winchester’s values and mission.
Sincerely,
Linda Bonnin – Chair Property Management and Oversight Committee
Marianne Wanstall – Chair of Trustees
Annual self-assessment against the Complaint Handling Code
SJW annual self-assessment against the Complaint Handling Code can be found here:
Click here to access Complaints Policy Leaflet and here for Policy and Procedure for Complaints & Redress associated with rental of residential property.
Qualitative and quantitative analysis of SJW complaint handling performance
Analysis of Complaints Received by St John’s Winchester
- Total Number of Complaints in Year: 13
- Number of Complaints Resolved at or before Stage 1 (dealt with by Director / Management): 13
- Number of Complaints referred to Stage 2 (Panel of 3 Trustees): 0
- Number of Complaints referred to the Housing Ombudsman: 0
- Satisfaction with handling of complaint: 100%
- Findings of non-compliance with this Code by the Housing Ombudsman: There were no findings of non-compliance with the Code by the Housing Ombudsman
Quantitative Insights:
Complaints by location:
- Northside: 3 complaints
- Southside and Colebrook Street: 4 complaints
- Mary Magdalen: 3 complaints
- Christes Hospital: 3 complaints
- Investment portfolio: 0 complaints
Frequent Complaints:
Complaints tend to have come from a small number of residents, potentially reflecting the strength of the Resident’s Forum, rather than 13 individuals, and the complaints have all been unique in nature rather than a consistent theme suggesting that there is no reoccurring issue throughout the year.
Qualitative Insights:
Complaint Themes:
- Maintenance Issues
- Conduct of External Contractors
- Communication
Responsive Actions: Most complaints necessitated immediate responses, such as adjusting the temperature of the assisted bath or addressing residents concern around work to their almshouse.
Pending or Recurrent Issues: There were no major issues or any resulting in risk to life; the majority of complaints were linked to changes in conditions or seasonal.
Recommendations for Improvement:
Proactive Maintenance:
- Continue to implement the preventive maintenance schedule to minimise issues occurring.
Contractor Management:
- Continually review the existing service-level agreements with external contractors to ensure reliability and professionalism and remind contractors of acceptable behaviour when working on our properties.
Communication Enhancements:
- Review communication between contractor, welfare and resident to ensure resident is aware of impending work to their accommodation or any potential delay.
- Maintain effective lines of communication between Welfare and Senior Management out of hours.
Thematic Reviews:
- To continually analyse the complaints register to ensure trends are identified as quickly as possible and identify systemic issues requiring strategic interventions.
Analysis of Complaints Handling considering Housing Ombudsman Requirements
The Housing Ombudsman sets specific requirements for complaints procedures, ensuring residents receive a fair, clear, and efficient process for addressing grievances. Here’s how the analysis and insights align with these requirements:
Key Requirements of the Housing Ombudsman and St John’s Winchester Approach
Accessibility of Complaints Procedure
- Housing Ombudsman Requirement: Residents must have easy access to the complaints process and be aware of how to make a complaint.
- Current Position at St John’s:
- The active use of the complaints system across all locations indicates residents are aware of and find the process accessible.
- Provision of a flier containing relevant information is available from the office or online.
Responsiveness and Timeliness
- Housing Ombudsman Requirement: Complaints must be addressed promptly, with clear timelines for resolution.
- Current Position at St John’s:
- Many complaints were addressed on the same day or within a short timeframe, meeting the timelines required through the HOS.
- No complaints have escalated to the Housing Ombudsman, suggesting that most issues are resolved satisfactorily at the local level.
Fairness and Resident-Centric Approach
- Housing Ombudsman Requirement: Procedures must prioritize fairness, treating residents respectfully and impartially.
- Current Position at St John’s:
- Complaints are resolved with a focus on resident satisfaction, demonstrated by proactive apologies and remedial actions.
- The absence of any referrals to the Housing Ombudsman reflects effective resolution practices and a focus on fairness.
Continuous Learning and Improvement
- Housing Ombudsman Requirement: Providers must demonstrate how complaints are used to improve services.
- Current Position at St John’s:
- Trends in complaints (e.g., repair delays, contractor behaviour) provide actionable insights for service improvement, hence the continued review of the Complaints record to ensure any reoccurring issue is addressed.
- The lack of Ombudsman referrals shows that learning from complaints and addressing issues locally is working effectively.
Clear Record-Keeping and Reporting
- Housing Ombudsman Requirement: Comprehensive records of complaints and resolutions must be maintained to evidence compliance.
- Current Position at St John’s:
- A detailed log of complaints, actions, and resolutions exists, providing robust evidence of compliance.
- Notably, no complaints have reached the Housing Ombudsman, suggesting thorough and effective documentation and resolution at the internal level.
Learning to Further Strengthening Compliance
- Formalise Resident Feedback: Introduce satisfaction surveys after complaint resolution to continue monitoring resident sentiment.
- Proactive Issue Prevention: Establish a root cause framework to address systemic issues like repair delays or contractor behaviour before they recur.
- Enhance KPI Reporting: Track complaints resolution timelines and outcomes to ensure continuous improvement.
Responding to Reports and Publications
St John’s Winchester has aligned its complaints handling procedures with the Housing Ombudsman’s standards and guidance, ensuring effective resolution of residents’ concerns. A key achievement is that no complaints have escalated beyond Level 1 of the complaints process, demonstrating a commitment to early resolution and resident satisfaction.
Actions Aligned with Housing Ombudsman Publications
Adoption of the Statutory Complaint Handling Code:
- Implemented the Housing Ombudsman’s Complaint Handling Code, which became statutory on 1 April 2024, embedding a positive complaints culture and resolving issues at the earliest stage.
- Conducted annual self-assessments to ensure compliance with the Code, prioritising fair, accessible, and effective handling processes.
Accessibility and Awareness:
- Ensured residents have straightforward access to the complaint’s procedures, with compliance to the Equality Act 2010 for reasonable adjustments where required.
- Communicated clear steps for submitting complaints, including allowing third-party representation in line with the Code’s accessibility guidelines. (FAQs on the Complaint Handling Code)
Early and Effective Resolution:
- Established a robust two-stage complaints process, ensuring clear timescales and prompt responses for all complaints.
- Empowered staff to resolve complaints at Stage 1 effectively, with the authority and training to address residents’ concerns fairly and transparently.
- As a result, no complaints have escalated to Stage 2 or beyond, nor have any been referred to the Housing Ombudsman. This reflects St John’s ability to resolve issues locally and prevent further dissatisfaction.
Learning from Housing Ombudsman Publications:
- Leveraged findings from Annual Complaints Reviews and thematic reports (e.g., complaints about repairs, contractor conduct) to refine practices and pre-empt common sector-wide issues.
Record-Keeping and Transparency:
- Maintained comprehensive records of complaints, their resolution times, and outcomes to ensure auditability and compliance with Housing Ombudsman standards.
- Published the results of annual self-assessments against the Complaint Handling Code, providing transparency and accountability to residents and trustees.
Impact of Early Resolution Approach
- Resident Satisfaction: The absence of escalated complaints demonstrates a high degree of residents’ trust in the process.
- Organisational Efficiency: Addressing issues at Stage 1 minimises resource demands, enabling faster and more focused resolutions.
- Sector Leadership: Adherence to Ombudsman guidance positions St John’s Winchester as a model for effective, resident-focused complaints management.
Key Learning
Continuous Monitoring: Regularly review complaint trends to identify areas for improvement and further reduce potential escalations.
Proactive Engagement: Continue fostering open dialogue with residents to resolve concerns informally before they result in formal complaints.
Strategic Reporting: Develop dashboards to monitor resolution timelines and satisfaction rates, demonstrating alignment with the Ombudsman’s focus on measurable outcomes.
By ensuring no complaints escalate beyond Stage 1, St John’s Winchester exemplifies a commitment to early resolution, responsiveness, and excellence in complaint management.
St John’s Winchester
2024/2025
St John’s Winchester (SJW) is a member of the Housing Ombudsman’s Scheme (HOS) and complies with their Complaint Handling Code, updated in April 2024. The Code represents best practice in complaint handling. As a member of the HOS we are required to produce an annual complaints and service improvement report for scrutiny and challenge. This report includes details of the nature of the complaints SJW received and the service improvements we have made to address the complaints. The following report reflects on the period from 1 April 2024 to 31 March 2025.
St John’s Winchester (SJW) is a member of the Housing Ombudsman’s Scheme (HOS) and complies with their Complaint Handling Code, updated in April 2024. The Code represents best practice in complaint handling. As a member of the HOS we are required to produce an annual complaints and service improvement report for scrutiny and challenge. This report includes details of the nature of the complaints SJW received and the service improvements we have made to address the complaints. The following report reflects on the period from 1 April 2024 to 31 March 2025.
Trustees Introduction
As Trustees of St John’s Winchester, we are pleased to acknowledge the robust and transparent approach the organisation has taken in managing its complaints process.
The clarity and accessibility of the procedure, as outlined on the St John’s Winchester complaints page, demonstrate a genuine commitment to supporting residents, their families, and other stakeholders in raising concerns effectively.
The step-by-step guidance provided ensures that individuals should feel empowered to voice their concerns in a structured and respectful manner, fostering trust and accountability. Additionally, the inclusion of timelines for responses, escalation pathways, and independent oversight reflects best practice and aligns with regulatory expectations.
We particularly commend the organisation for embedding a culture of learning from complaints. This proactive stance not only resolves issues but also strengthens the quality of care and services delivered. Encouraging constructive feedback and acting upon it is a testament to St John’s Winchester’s dedication to continuous improvement and the well-being of those it serves.
On behalf of the Board of Trustees, we would like to thank the staff, volunteers, and leadership team for their unwavering commitment to maintaining high standards and for ensuring that all voices are heard.
We are confident that this approach will continue to uphold St John’s Winchester’s values and mission.
Sincerely,
Linda Bonnin – Chair Property Management and Oversight Committee
Marianne Wanstall – Chair of Trustees
Annual self-assessment against the Complaint Handling Code
SJW annual self-assessment against the Complaint Handling Code can be found here:
Click here to access Complaints Policy Leaflet and here for Policy and Procedure for Complaints & Redress associated with rental of residential property.
Qualitative and quantitative analysis of SJW complaint handling performance
Analysis of Complaints Received by St John’s Winchester
- Total Number of Complaints in Year: 13
- Number of Complaints Resolved at or before Stage 1 (dealt with by Director / Management): 13
- Number of Complaints referred to Stage 2 (Panel of 3 Trustees): 0
- Number of Complaints referred to the Housing Ombudsman: 0
- Satisfaction with handling of complaint: 100%
- Findings of non-compliance with this Code by the Housing Ombudsman: There were no findings of non-compliance with the Code by the Housing Ombudsman
Quantitative Insights:
Complaints by location:
- Northside: 3 complaints
- Southside and Colebrook Street: 4 complaints
- Mary Magdalen: 3 complaints
- Christes Hospital: 3 complaints
- Investment portfolio: 0 complaints
Frequent Complaints:
Complaints tend to have come from a small number of residents, potentially reflecting the strength of the Resident’s Forum, rather than 13 individuals, and the complaints have all been unique in nature rather than a consistent theme suggesting that there is no reoccurring issue throughout the year.
Qualitative Insights:
Complaint Themes:
- Maintenance Issues
- Conduct of External Contractors
- Communication
Responsive Actions: Most complaints necessitated immediate responses, such as adjusting the temperature of the assisted bath or addressing residents concern around work to their almshouse.
Pending or Recurrent Issues: There were no major issues or any resulting in risk to life; the majority of complaints were linked to changes in conditions or seasonal.
Recommendations for Improvement:
Proactive Maintenance:
- Continue to implement the preventive maintenance schedule to minimise issues occurring.
Contractor Management:
- Continually review the existing service-level agreements with external contractors to ensure reliability and professionalism and remind contractors of acceptable behaviour when working on our properties.
Communication Enhancements:
- Review communication between contractor, welfare and resident to ensure resident is aware of impending work to their accommodation or any potential delay.
- Maintain effective lines of communication between Welfare and Senior Management out of hours.
Thematic Reviews:
- To continually analyse the complaints register to ensure trends are identified as quickly as possible and identify systemic issues requiring strategic interventions.
Analysis of Complaints Handling considering Housing Ombudsman Requirements
The Housing Ombudsman sets specific requirements for complaints procedures, ensuring residents receive a fair, clear, and efficient process for addressing grievances. Here’s how the analysis and insights align with these requirements:
Key Requirements of the Housing Ombudsman and St John’s Winchester Approach
Accessibility of Complaints Procedure
- Housing Ombudsman Requirement: Residents must have easy access to the complaints process and be aware of how to make a complaint.
- Current Position at St John’s:
- The active use of the complaints system across all locations indicates residents are aware of and find the process accessible.
- Provision of a flier containing relevant information is available from the office or online.
Responsiveness and Timeliness
- Housing Ombudsman Requirement: Complaints must be addressed promptly, with clear timelines for resolution.
- Current Position at St John’s:
- Many complaints were addressed on the same day or within a short timeframe, meeting the timelines required through the HOS.
- No complaints have escalated to the Housing Ombudsman, suggesting that most issues are resolved satisfactorily at the local level.
Fairness and Resident-Centric Approach
- Housing Ombudsman Requirement: Procedures must prioritize fairness, treating residents respectfully and impartially.
- Current Position at St John’s:
- Complaints are resolved with a focus on resident satisfaction, demonstrated by proactive apologies and remedial actions.
- The absence of any referrals to the Housing Ombudsman reflects effective resolution practices and a focus on fairness.
Continuous Learning and Improvement
- Housing Ombudsman Requirement: Providers must demonstrate how complaints are used to improve services.
- Current Position at St John’s:
- Trends in complaints (e.g., repair delays, contractor behaviour) provide actionable insights for service improvement, hence the continued review of the Complaints record to ensure any reoccurring issue is addressed.
- The lack of Ombudsman referrals shows that learning from complaints and addressing issues locally is working effectively.
Clear Record-Keeping and Reporting
- Housing Ombudsman Requirement: Comprehensive records of complaints and resolutions must be maintained to evidence compliance.
- Current Position at St John’s:
- A detailed log of complaints, actions, and resolutions exists, providing robust evidence of compliance.
- Notably, no complaints have reached the Housing Ombudsman, suggesting thorough and effective documentation and resolution at the internal level.
Learning to Further Strengthening Compliance
- Formalise Resident Feedback: Introduce satisfaction surveys after complaint resolution to continue monitoring resident sentiment.
- Proactive Issue Prevention: Establish a root cause framework to address systemic issues like repair delays or contractor behaviour before they recur.
- Enhance KPI Reporting: Track complaints resolution timelines and outcomes to ensure continuous improvement.
Responding to Reports and Publications
St John’s Winchester has aligned its complaints handling procedures with the Housing Ombudsman’s standards and guidance, ensuring effective resolution of residents’ concerns. A key achievement is that no complaints have escalated beyond Level 1 of the complaints process, demonstrating a commitment to early resolution and resident satisfaction.
Actions Aligned with Housing Ombudsman Publications
Adoption of the Statutory Complaint Handling Code:
- Implemented the Housing Ombudsman’s Complaint Handling Code, which became statutory on 1 April 2024, embedding a positive complaints culture and resolving issues at the earliest stage.
- Conducted annual self-assessments to ensure compliance with the Code, prioritising fair, accessible, and effective handling processes.
Accessibility and Awareness:
- Ensured residents have straightforward access to the complaint’s procedures, with compliance to the Equality Act 2010 for reasonable adjustments where required.
- Communicated clear steps for submitting complaints, including allowing third-party representation in line with the Code’s accessibility guidelines. (FAQs on the Complaint Handling Code)
Early and Effective Resolution:
- Established a robust two-stage complaints process, ensuring clear timescales and prompt responses for all complaints.
- Empowered staff to resolve complaints at Stage 1 effectively, with the authority and training to address residents’ concerns fairly and transparently.
- As a result, no complaints have escalated to Stage 2 or beyond, nor have any been referred to the Housing Ombudsman. This reflects St John’s ability to resolve issues locally and prevent further dissatisfaction.
Learning from Housing Ombudsman Publications:
- Leveraged findings from Annual Complaints Reviews and thematic reports (e.g., complaints about repairs, contractor conduct) to refine practices and pre-empt common sector-wide issues.
Record-Keeping and Transparency:
- Maintained comprehensive records of complaints, their resolution times, and outcomes to ensure auditability and compliance with Housing Ombudsman standards.
- Published the results of annual self-assessments against the Complaint Handling Code, providing transparency and accountability to residents and trustees.
Impact of Early Resolution Approach
- Resident Satisfaction: The absence of escalated complaints demonstrates a high degree of residents’ trust in the process.
- Organisational Efficiency: Addressing issues at Stage 1 minimises resource demands, enabling faster and more focused resolutions.
- Sector Leadership: Adherence to Ombudsman guidance positions St John’s Winchester as a model for effective, resident-focused complaints management.
Key Learning
Continuous Monitoring: Regularly review complaint trends to identify areas for improvement and further reduce potential escalations.
Proactive Engagement: Continue fostering open dialogue with residents to resolve concerns informally before they result in formal complaints.
Strategic Reporting: Develop dashboards to monitor resolution timelines and satisfaction rates, demonstrating alignment with the Ombudsman’s focus on measurable outcomes.
By ensuring no complaints escalate beyond Stage 1, St John’s Winchester exemplifies a commitment to early resolution, responsiveness, and excellence in complaint management.
St John’s Winchester
2024/2025