Their service is free, independent and impartial for our customers to access. 

They introduced a new Complaint Handling code in July 2020 setting out good practice to allow us, and other landlords, to respond to complaints effectively and fairly. 

The Code was reviewed and updated in April 2022 to support a ‘positive complaint handling culture’.

Cottsway fully supports the Code and we will continue to review and assess our current practices in line with the Code and take any further action needed. You can find out more about the Code at:

• The Housing Ombudsman Service

Our self-assessment

We are required to carry out a self-assessment against the Code and present our findings to the Board every year. Cottsway does this annually, or whenever we introduce major service changes that may affect customer’s satisfaction.

• Read our latest self-assessment (published September 2023)