The following publications and key policies are available on request from Sapphire Independent Housing Head Office or can be downloaded from below.

Housing Ombudsman Complaint Handling Code self-assessment

In March 2022, the Housing Ombudsman published a new Complaint Handling Code, which supports landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. Landlords have been asked to self-assess against the Code and publish the results.

Sapphire is committed to compliance with the Code; the following self-assessment reflects a complaint policy updated in September 2022, that will be published in October 2022.

Complaints policy

Please click here for an updated version of our complaints policy ahead of the complete review.

Temporary timescales

Please note the temporary timescales for complaint and anti-social behaviour handling during the pandemic. We have previously communicated this by letter and newsletter.


Proposed timescales

'Quick Fix' for either Complaint or ASB

A new stage, where complainant is happy with verbal response and any action taken within 2 working days

Stage 1 Complaint

10 working days

Stage 2 Complaint

10 working days

Stage 3 Complaint

15 working days

ASB Complaint

10 working days

PDF Help

Some downloadable documents available from this site are PDF files (Portable Document Format).

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Most new and recent Computers will have the Adobe Acrobat Reader software installed by default. If not, download the free software from 46MB. Alternatively download the free and smaller Foxit PDF Reader approx 11MB!