YLCAN Board’s response to our self-assessment of the Complaints Handling Code and our Annual Complaints Performance and Service Improvement Report

12 March 2025

The YMCA LCAN Board of Trustees support the Housing Ombudsman’s role in making sure complaints are handled consistently and to a high standard across the sector in line with the complaints code.

Over the past year YLCAN have reviewed and adapted the complaints handling policy in line with the code regulated by the Housing Ombudsman.

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 Trustee responsible for periodically reviewing complaint handling practices.

We, the Trustees are satisfied YLCANs policy and processes meet the requirements of the Housing Ombudsman complaints handling code regulation.