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Network Homes receives HouseMark Complaints Service Accreditation

30 November 2018

Network Homes has gained the coveted complaints accreditation from HouseMark, one of the UK’s largest housing membership organisations.

We had to pass HouseMark’s seven stringent criteria, securing us accreditation for the next three years. Accreditation is endorsed by the Housing Ombudsman Service.

The assessment process involved us submitting a range of documents which evidenced our approach to managing complaints effectively. There then followed a week long visit by one of HouseMark’s inspectors who looked at every aspect of how we manage and learn from complaints. The inspector also interviewed several members of staff at the OOC and Hertford, including Gerry Doherty, Executive Director for Customer Services and Helen Evans, CEO. A number of residents were also interviewed to make sure their experiences of the complaints process were taken into account.

Gerry Doherty, Executive Director for Customer Services said, “This is a great achievement for us as an organisation. It demonstrates that we are genuinely committed to dealing with complaints effectively and learning from them.”