ÐÇ¿Õ´«Ã½

The article "Complaints and complications" (30 May, page 34) was extremely unhelpful.

My association was most perturbed by the distorted picture painted of Paddington Churches Housing Association. All publicly funded organisations must expect scrutiny and constructive criticism – and, when appropriate, accept bad publicity.

However, to have it presented as a case study with no opportunity for comment does little for the usually balanced perspective of Housing Today. In our opinion, the ombudsman has an over-simplistic view of the nature of registered social landlord-agency relationships and completely failed to understand the detailed contents of our initial response to its findings.

The article refers to issues affecting the most vulnerable tenants we are trying to help and these need to be debated sector-wide, not with specific reference to a single association in such a public manner.

With regard to this case, we did not accept all of the ombudsman's findings at the time we do not accept them now and we have taken the matter up with it.

In relation to the managing agent, far from neglecting our responsibilities, PCHA intervened on two separate occasions to ensure the appointment of a capable director and a capable chair. We did so to ensure that tenants' interests were not compromised, and at the request of a local authority partner. The situation has now changed significantly – due, in so small part, to PCHA's actions.

There are no longer concerns with the managing agent and the complainant has been rehoused into permanent accommodation. Both of these outcomes pre-dated the ombudsman's intervention.

As a responsible association with a high regard for, and track record in compliance, we have taken all remedial actions required by the ombudsman. We have also implemented, and are continuing to implement, many of its report's wider recommendations.

The article misleadingly implies that many of the steps we have taken, such as appointing a dedicated customer service and complaints manager, were as a result of the ombudsman's findings, when in fact they predated his final report by some months. The feedback we have received from tenants is that our already high level of service has improved further as a result.