Important milestone strengthens consistency and accountability in complaint handling across Welsh public services.
We have reached a milestone in our work to improve public services, with all housing associations in Wales now operating under our Complaints Standards.
The achievement means that social housing tenants across Wales can expect a more consistent approach when raising concerns or making a complaint. Tenants should receive clear information about how to make a complaint, what to expect from the process, and how to contact us if they remain unhappy.
The Complaints Standards Authority, established under the Public Services Ombudsman (Wales) Act 2019, works with public bodies across Wales to improve complaint handling through common standards, training and guidance. Its aim is to help make sure complaints are handled fairly, consistently, and effectively, while organisations learn from feedback and improve services.
The inclusion of all housing associations marks the completion of a significant phase of the Complaints Standards Programme. This means that all Welsh local authorities, health boards, NHS trusts and housing associations are now operating under the Complaints Standards. Organisations operating under the Complaints Standards account for around 85% of all new complaints about public services received by us. The milestone represents another step towards a more joined-up and consistent approach to complaint handling across Welsh public services, helping to make sure people receive similar standards of service regardless of which public body they are dealing with.
Commenting on the milestone, Public Services Ombudsman for Wales, Michelle Morris, said:
“Reaching the point where all housing associations in Wales are operating under our Complaints Standards is an important milestone and a significant step forward for public services in Wales.
When things go wrong, people deserve a complaints process that is clear, fair and easy to navigate. The Complaints Standards help provide that consistency, giving people greater confidence that their concerns will be taken seriously and handled appropriately.
Good complaints handling also benefits housing associations. Complaints and feedback provide valuable insight into tenants’ experiences, helping organisations put things right, identify opportunities for improvement and strengthen the services they provide.
We have been encouraged by the commitment shown by housing associations across Wales and look forward to continuing to work together to support high standards of complaints handling.
With local authorities, health boards and housing associations now operating under the Complaints Standards, around 85% of the new complaints we receive relate to organisations covered by the framework. This is a significant step towards delivering a more consistent experience for people using public services across Wales.”