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.

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.

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.

If you have feedback about our complaint handling process, you can contact SGH directly through:
📧 David.short@stgeorgehousing.co.uk

At St George Housing (SGH), we are fully committed to ensuring the health, safety, and wellbeing of our residents, volunteers, staff, and contractors across all properties and activities.

In accordance with the Social Housing (Regulation) Act 2023, SGH has formally appointed a dedicated Health and Safety Lead to oversee organisational compliance with health and safety requirements, specifically focusing on the safety of tenants in social housing.

This role has been assigned to Monty Saad, Director of Housing Operations.
Contact details for the Health and Safety Lead will be  provided to the Regulator of Social Housing (RSH) (when we become registered) and are made publicly available through SGH’s website and relevant publications.

In the event of absence or illness, SGH has procedures in place to nominate an alternative senior officer to undertake the responsibilities of the Health and Safety Lead.

The Health and Safety Lead is responsible for:

• Monitoring SGH’s compliance with statutory health and safety requirements;
• Assessing risks of failure to meet health and safety obligations;
• Notifying the Regulator of Social Housing (RSH) of:
  
  • Any risks of material failures to comply;
  • Any material failures to comply;
• Advising the Regulator (who we become registered) on how SGH should address risks and failures to ensure full compliance.

SGH ensures that the Health and Safety Lead:

• Has sufficient authority within the organisation to access information and make independent assessments;
• Is able to devote adequate time to effectively perform the role;
• Has access to all necessary resources, training, and support to fulfil the duties required.

It is important to note that while the Health and Safety Lead has an oversight and advisory role, they are not personally responsible or legally liable for SGH’s overall compliance with health and safety legislation. Accountability remains with St George Housing Board.

• Section 9A of the Landlord and Tenant Act 1985 (Fitness for Human Habitation)
• Sections 5(2) and 7(2) of the Housing Act 2004 (Housing health and safety rating system)

You can contact Monty Saad directly by emailing:
📧 Monty.saad@stgeorgehosuing.co.uk

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.

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.

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.

• Social Housing (Regulation) Act 2023

You can contact Alice Agyepong directly by emailing:
📧 Alice.agyepong@stgeorgehousing.co.uk