A recent article in Inside Housing discussed the need to balance the requirements of the HOS Complaint Handling Code, with sending letters that are customer friendly, and easy to read – finding that balance between ‘people’ and ‘process’.

I would welcome any feedback on what others are doing, or if anyone is willing to share examples of their template responses/anonymised examples of good responses. I am happy to share our latest draft versions. You can contact me on [email protected]