Our Commitment to You: Housing Ombudsman Service

Although our homes are managed by Bromford Housing Association, you still have the right to complain to Church Housing Association.
Church Housing Association is a member of the Housing Ombudsman Service and we follow their Code of Practice. This means we're committed to resolving any concerns you have fairly and efficiently.
What is the Housing Ombudsman Service?
The Housing Ombudsman Service is a free, independent service that can help resolve disputes between you and us if we haven't been able to sort things out directly. They look at complaints fairly and can tell us to put things right if we've made mistakes.
How does it work?

  • Try us first: We want to resolve any issues directly with you, so please contact us with your concern to start with.

  • Our complaints process: If you're not satisfied, you can make a formal complaint through our complaints procedure - we have adopted Bromford Flagship's Policy which you can find here.

  • Contact the Ombudsman: If you've completed our complaints process and are still unhappy, you can take your complaint to the Housing Ombudsman Service for free.

The Housing Ombudsman can look at complaints about:

  • Repairs and maintenance

  • Antisocial behaviour

  • How we've handled your complaint

  • Our policies and procedures

  • Many other housing-related issues

You can contact the Housing Ombudsman Service at any time for information and advice - visit the Housing Ombudsman Service website.
You can also contact them by phone on 0300 111 3000 or by email at info@housing-ombudsman.org.uk

Complaints Self-Assessment

Church Housing Association – Statement of the Board in response to our Self-Assessment against the Complaints Handling Code

As a member of the Housing Ombudsman Scheme, Church Housing Association is required to comply with the requirements of the Housing Ombudsman’s Complaint Handling Code. 

Our homes are managed by Bromford Flagship Housing Association. To comply with the Code, Church Housing Association has conducted a detailed analysis of Bromford Flagship's compliance with it, to ensure that its approach to dealing with complaints is in accordance with the Code and provides a high-quality service to Church Housing Association customers who may wish to raise a complaint.

This analysis was considered and approved by the Church Housing Association Board in December 2025. Complaints monitoring will form part of our regular contract compliance work with Bromford Housing Association. We are committed to providing high quality services and learning from any complaints when things go wrong.

The Complaints Self-Assessment can be found here.

Approved 11 September 2026

Further complaints information

The reports below provide further information about Bromford Flagship as landlords, including how they have handled complaints and used learning from complaints to improve their services.