Publications
The following publications and key policies are available on request from Sapphire Independent Housing Head Office or can be downloaded from below.
- Annual Reports
- Anti-slavey and human trafficking statement
- Benchmarking and best practice
- Business Plan
- Homes for Ukraine Policy
- Key policies and strategies
- Performance
- Privacy Notice
- Protecting your personal information
- Residents' newsletters
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.
|
Stage |
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).
You will require a PDF Reader to view and print these documents.
Most new and recent Computers will have the Adobe Acrobat Reader software installed by default. If not, download the free software from www.adobe.com 46MB. Alternatively download the free and smaller Foxit PDF Reader approx 11MB!
