Your Partner in Service Improvement

Proven experience delivering complaints reviews, deep dives and accreditations across the UK. Housemark’s Complaints Service Review and Accreditation offer provides an independent, data‑driven assessment of how social landlords manage customer complaints. The service helps organisations understand what’s driving their current performance, strengthen their policies and processes, and align with sector best practice and regulatory expectations.

1. Independent Assurance of Complaints Quality & Compliance

   A rigorous review of policies, processes, case files and evidence provides objective validation that your complaints service meets regulatory expectations and Ombudsman best practice; giving Boards, executives and residents full confidence in your approach.

2. Clear, Actionable Pathway to Service Improvement

   Deep‑dive insights and findings translate into a practical set of recommendations, helping you address inconsistencies, strengthen response times, improve case handling, and enhance the overall customer experience.

3. Enhanced Consistency, Culture & Capability

   By assessing skills, culture and how teams apply the complaints framework, the review highlights strengths and development needs—supporting better decision‑making, more empathetic communication, and improved frontline practice.

4. Recognition of Excellence Through Accreditation

   Achieving accreditation demonstrates that your complaints service operates to a robust, sector‑recognised standard. It builds trust with residents, reassures regulators, and evidences your commitment to transparency, learning and continuous improvement.

Gain assurance and manage risk with a comprehensive review against refreshed Consumer Standards. Give your Board confidence ahead of inspections and data returns. Housemark’s Consumer Standards Assessment is a comprehensive consultancy solution designed to help social landlords understand, evidence, and improve their compliance with the Regulator of Social Housing’s Consumer Standards. It provides independent assurance, clear performance insight, and actionable improvement plans to support organisations ahead of inspections.

1. Independent Assurance of Compliance Readiness

   A structured assessment across all four Consumer Standards provides confidence that your organisation meets regulatory expectations; identifying gaps, risks and strengths before inspection, and reducing the likelihood of non‑compliance findings.

2. Evidence‑Based Insight to Support Strategic Decision‑Making

   Detailed analysis of policies, data, documentation, staff practice and tenant perspectives gives leaders a clear, objective view of current performance; enabling informed decisions grounded in robust evidence rather than assumptions.

3. Prioritised Improvement Plan Aligned to Regulatory Outcomes

   A clear set of recommendations and a practical improvement roadmap help focus resources on the areas that matter most, ensuring improvement activity is targeted, achievable, and directly aligned to Consumer Standards outcomes.

4. Stronger Governance, Engagement & Tenant Confidence

   Engagement with staff and tenants ensures the assessment reflects real experiences, strengthens governance oversight, and builds resident trust by demonstrating transparency, accountability and commitment to delivering safe, high‑quality homes and services.

Ensure your performance data tells the full story. We assess your reporting and processes so you can make decisions based on a complete, accurate picture. Housemark’s Performance Reporting Framework (PRF) Review helps social landlords strengthen how they measure, report and communicate organisational performance. With reporting expectations rising, especially around damp & mould, complaints and new regulatory metrics. This consultancy offer provides independent expertise to simplify reporting, sharpen KPIs, and build a framework that enables confident, evidence‑based decision‑making.

1. Clearer, More Intelligent Performance Reporting

   The review simplifies and strengthens your reporting framework, ensuring KPIs, narratives and visuals are easier to understand, more meaningful, and aligned to what leaders actually need to see. This builds confidence in decision‑making at every level.

2. Stronger Alignment Between KPIs and Strategic Goals

   By assessing KPI selection, definitions and targets, the review ensures your measures genuinely reflect organisational priorities and regulatory expectations—helping leaders monitor what matters most and track progress more effectively.

3. Improved Accuracy, Efficiency & Consistency

   End‑to‑end analysis of reporting processes identifies duplication, inefficiencies and risk areas. Recommendations streamline how performance information is collected, validated and shared, improving quality while reducing operational friction.

4. A Modern, Future‑Ready Reporting Framework

   The review provides a clear roadmap for enhancing reporting maturity, supported by benchmarks, best practice insight and stakeholder feedback. This strengthens governance, supports cultural buy‑in, and helps embed a continuous improvement mindset across the organisation.