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 July 2020, 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 is based on complaints from 2019/20, and our policy as of December 2020, though anecdotal references may refer to complaints in other years.

We started to consult residents regarding our complaints policy earlier in the year and will continue to do so ahead of updates to our self-assessment and policies by 30 June 2021.

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

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