Update: Our customer contact centre will be closed from 3pm on Friday 23 July and will reopen at 8am on Monday 26 July. If you have an emergency, please call us on 0300 373 3000 and our out of hours service provider will pick up your call. My Network Homes, online account for residents, will also be unavailable during this time. Find out more information about this.

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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.”