Housing Ombudsman Self-Assessment


West Lancashire Borough Council is committed to consistently providing an excellent service to all our customers.  We value all feedback about our services and see this as an opportunity to learn, adapt and improve, so that our customers can have confidence in us to deliver a quality standard of service.  

As per the Complaints Handling Code issued by the Housing Ombudsman, all social housing Landlords are required to carry out a self-assessment against the code. We want to ensure we listen to all our customers and that the process for complaints and all feedback is easy and accessible.   By completing the assessment, we can see there are opportunities to make improvements to our complaints policy and process.  

A new feedback policy and process is under development and following consultations it will be launched later this year.  The new policy will be a council wide approach, and whilst it will meet all the requirement of the complaint handling code it will take into account best practice recommended by the Local Government and Social Care Ombudsman, who deals with complaints for other  Council services.  This will ensure we have a robust and effect complaints process for all our customers.

You can see our assessment here (178kb)

You can see our update on progress here (77kb)

For more information about the Housing Ombudsman Complaints handling code please click here (external site)