OUR POLICIES
You can read and download all of J49’s policies below, ranging from how we manage our properties to how we keep our residents safe.
RESIDENT SAFETY AND ENGAGEMENT
HUMAN RESOURCES AND PRIVACY
COMPLAINTS
J49 is a proud member of the Housing Ombudsman Scheme, which promotes fair and transparent resolution of housing complaints.
As part of this commitment, we follow the Housing Ombudsman’s Complaint Handling Code and are required to publish annual self-assessment reports that demonstrate how we manage and learn from complaints.
The below documents outline our responsibilities under the scheme and provide access to our latest published reports.
Our most recent statement about performance from the Board Member Responsible for Complaints:
The board of trustees of J49 are committed to a fair and open complaints process for tenants so that issues can be raised, reviewed and resolved quickly and consistently across our properties. The self-assessment identifies compliance with the Code, with areas for development. The self-assessment has been reviewed by the Board and the improvements identified have been implemented . The Board reviewed the Complaints Policy in October of 2025, updated to reflect the Code and this is now effective.
Complaints, concerns and compliments are reviewed regularly by the trustees, and the Performance report is presented to the Board in the November meeting of each year.