• The YMCA London City and North (YLCAN) Board support the Housing Ombudsman’s role in making sure complaints are handled consistently and to a high standard across our sector.
• We value the importance of complaints in identifying areas for service improvement and our organisation actively applies lessons learned from complaints. We monitor our performance in this area carefully and have a Board member responsible for complaints.
• Over the past year we have been working with our teams to improve our performance, particularly in relation to response times.  We also recognise the importance of handling a complaint fairly, and thoroughly, which we appreciate sometimes takes longer when the issues are complex.
• We hope our customers will value the introduction of new dedicated people to handle the initial stages of their complaint and we anticipate seeing our performance continue to improve through the year.
• We will review our performance again after 6 months. We also want to focus on tailoring our services around customer needs and vulnerabilities.
• We are happy our policy and process mirrors that required by the Ombudsman and will continue to work within these requirements and improve them where possible.