Complaints performance

Brunelcare is committed to continuously improving the quality of services it provides by understanding the experiences of people accessing those services.

We encourage value all types of feedback and regularly review our performance to monitor and improve how we handle feedback, investigate complaints quickly and effectively and put right the things that matter to you.

We adhere to the Housing Ombudsman’s Complaint Handling Code across our services not just our housing complaints. We demonstrate our compliance by completing and publishing an annual self-assessment of our performance.

Self-assessment

You can find our most recent self-assessment against the Housing Ombudsman’s Complaint Handling Code.

This was completed in September 2025 and was reviewed by Brunelcare’s Performance, Quality and Experience Committee and Board of Trustees. Both the Committee and Board were pleased to note the robust and effective complaints handling process the Charity has in place, and the support this provides to all customers and their families.

Further information regarding the Complaint Handling Code and Housing Ombudsman can be found on the Housing Ombudsman’s website.

Performance Reports

We record both our annual and quarterly performance of complaints. We continuously review how we have handled complaints, the time taken to investigate and respond to complaints and whether those we support were happy with the complaint outcome they received.

Please see below links to our most recent Complaints Performance Reports:

Useful links