SGH Board Chair
David Short- Board Lead on Complaints
At St George Housing (SGH), we take tenant feedback and complaints seriously as an essential part of improving the quality and safety of our services.
In accordance with the principles set out in the Social Housing (Regulation) Act 2023 and best practice guidance from the Housing Ombudsman, SGH has appointed a dedicated Board Lead on Complaints to oversee our complaints process at a strategic level.
Our Board Lead on Complaints is David Short, Chair of St George Housing.
David is responsible for ensuring that the Board has clear oversight of how complaints are handled, how learning from complaints is captured, and how improvements are driven across the organisation in response to tenant feedback.
Role and Responsibilities
The Board Lead on Complaints is responsible for:
- Overseeing the effectiveness of SGH’s complaints handling procedures;
- Ensuring the Board receives regular reporting on complaints trends, performance against service standards, and lessons learned;
- Providing strategic leadership on embedding a positive complaints culture within SGH;
- Ensuring compliance with the Housing Ombudsman’s Complaint Handling Code;
- Supporting assurance that complaints are handled fairly, transparently, and within published timescales;
- Ensuring that learning from complaints informs wider service improvements and tenant engagement strategies.
Governance and Assurance
SGH’s approach to complaints management is supported by:
- An annually updated Complaints Policy aligned with the Housing Ombudsman Complaint Handling Code;
- An Annual Complaints Performance and Learning Report published on SGH’s website and submitted to the Housing Ombudsman;
- Regular Board-level reporting and review of complaints trends and learning;
- Annual self-assessment against the Complaint Handling Code.
Contact Information
If you have feedback about our complaint handling process, you can contact SGH directly through:
📧 David.short@stgeorgehousing.co.uk
SGH Board Chair
Tom Wooster- Board Lead on Health & Safety
At St George Housing (SGH), we take tenant feedback and complaints seriously as an essential part of improving the quality and safety of our services.
In accordance with the principles set out in the Social Housing (Regulation) Act 2023 and best practice guidance from the Housing Ombudsman, SGH has appointed a dedicated Board Lead on Complaints to oversee our complaints process at a strategic level.
Our Board Lead on Complaints is David Short, Chair of St George Housing.
David is responsible for ensuring that the Board has clear oversight of how complaints are handled, how learning from complaints is captured, and how improvements are driven across the organisation in response to tenant feedback.
Role and Responsibilities
The Board Lead on Complaints is responsible for:
- Overseeing the effectiveness of SGH’s complaints handling procedures;
- Ensuring the Board receives regular reporting on complaints trends, performance against service standards, and lessons learned;
- Providing strategic leadership on embedding a positive complaints culture within SGH;
- Ensuring compliance with the Housing Ombudsman’s Complaint Handling Code;
- Supporting assurance that complaints are handled fairly, transparently, and within published timescales;
- Ensuring that learning from complaints informs wider service improvements and tenant engagement strategies.
Governance and Assurance
SGH’s approach to complaints management is supported by:
- An annually updated Complaints Policy aligned with the Housing Ombudsman Complaint Handling Code;
- An Annual Complaints Performance and Learning Report published on SGH’s website and submitted to the Housing Ombudsman;
- Regular Board-level reporting and review of complaints trends and learning;
- Annual self-assessment against the Complaint Handling Code.
Contact Information
If you have feedback about our complaint handling process, you can contact SGH directly through:
📧 David.short@stgeorgehousing.co.uk
Chief Executive
Alice Agyepong- Consumer Standards Lead
Consumer Standards Lead at St George Housing
At St George Housing (SGH), we are committed to meeting and exceeding the expectations set out in the consumer standards for social housing.
In accordance with the Social Housing (Regulation) Act 2023, we have appointed a dedicated Consumer Standards Lead to oversee compliance with these standards across all of our services.
Our Consumer Standards Lead is Alice Agyepong.
Contact details for the Consumer Standards Lead will be provided to the Regulator of Social Housing (RSH) one SGH becomes registered, and published on SGH’s website and in relevant publications. In the event of Alice’s absence, SGH has arrangements in place to nominate an alternative senior officer to undertake the functions of this role.
Role and Responsibilities
The Consumer Standards Lead is responsible for:
- Monitoring SGH’s compliance with the consumer standards;
- Annual self-assessment against the Complaint Handling Code;
- Assessing any risks of failure to comply with the consumer standards;
- Notifying the Regulator of Social Housing (RSH) of:
- Any risks of material failures to comply;
- Any material failures to comply;
- Advising the Regulator on how SGH should address any risks or failures to ensure full compliance with the consumer standards.
SGH ensures that the Consumer Standards Lead:
- Has sufficient authority, including the right to obtain information across the organisation;
- Can devote adequate time to perform the role effectively;
- Has the resources necessary to fulfil the role’s functions.
Important Clarification
While the Consumer Standards Lead provides oversight and assurance, they are not personally responsible or liable for SGH’s compliance with consumer standards. Accountability remains with St George Housing Board.
Relevant Legislation
- Social Housing (Regulation) Act 2023
Contact Information
You can contact Alice Agyepong directly by emailing:
📧 Alice.agyepong@stgeorgehousing.co.uk
Housing Management Team
Koco Jean-Jacques - Housing Manager
The Housing Manager leading on the day to day housing and property management including managing rent accounts, repairs, anti social behaviour, tenancy emergencies, safeguarding and complaints. You can get in touch by calling 012453 228 944 option 2 or by hitting the clicking the whats app icon at the bottom of the page. Koco is also SGH's safeguarding lead, mitigating risks to residents welfare.
Contact Details
Housing Management Team
Bethany Harvey - Housing Officer
The Housing Officer supporting you with day to day management queries such as managing your rent account, dealing with repairs, anti social behaviour, tenancy emergencies and complaints. You can get in touch by calling 012453 228 944 option 2 or by hitting the clicking the whats app icon at the bottom of the page..