Policies and documents

We'll continue with our sustained focus on our culture and approach to complaints and damp and mould. We've carried out a self-assessment based on the Housing Ombudsman's report into damp and mould, and you can read the outcome here.

Our commitment

Complaints

We follow a clear process for managing complaints and use the outcomes to inform service changes. These resources show how complaints are handled and how we meet regulatory requirements. Our regular self-assessments help us check compliance and identify areas for improvement.

All our complaints policies, self-assessments and governing body responses have been approved by our Board and apply to all parts of the Bromford Flagship group. This includes Bromford Flagship Limited, Bromford Housing Association Limited, Bromford Home Ownership Limited and Merlin Housing Society Limited (which use the name Bromford), and Flagship Housing Limited (which uses the name Flagship). When we say Bromford Flagship in this document, we mean all of these organisations.

Samphire Homes,Victory Homes, Newtide Homes and Flagship Homes are also trading names of Flagship Housing Limited, and these documents also apply equally to customers of those housing divisions.

View our complaints policy View our annual complaints self assessment View our annual complaints performance and service improvement report View our board's response to the annual complaint and improvement report View Bromford Housing Association's landlord performance report from the Housing Ombudsman View Flagship Housing's landlord performance report from the Housing Ombudsman

Registered Office: 31 King Street, Norwich NR1 1PD. Regulator of Social Housing Reg No. 4651.  Co-operative and Community Benefit Societies Act 2014 Reg No. 31211R. National Housing Federation Member. An Exempt Charity.