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The Social Housing Regulation Act places the Complaint Handling Code (the Code) onto a statutory footing and puts a duty on the Housing Ombudsman Service to monitor compliance with the Code.
We continue to raise awareness, engaging with members, residents, and other key organisations to inform our work on the Code and duty to monitor compliance.
The Complaint Handling Code consultation
We launched our Complaint Handling Code consultation back in September and want to hear from as many people as possible. We are seeking views about:
- the Code and whether any further improvements can be made to this
- our outline proposals for monitoring compliance and whether these are transparent, proportionate and fair
- what else we might need to consider in fulfilling our new duty effectively and efficiently
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How you can get involved
Landlords
If you’re a landlord who has not yet participated, please make sure you’re engaging with operational teams who use the Code daily – we’re aiming for it to be a tool for better complaint handling, not a hinderance. If you have not received a link from Housing Ombudsman or Local Government and Social Care Ombudsman, please email us.
If you have already participated, please continue to promote the Complaint Handling Code consultation to residents.
Residents
We want to encourage all residents to take part and give your feedback on the Code and also our plans to monitor landlords to make sure that they are complying We are particularly interested in those who are aged between 16 to 34 - your views matter as well.
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The Complaint Handling Code |
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Whilst we have the Code under consultation, landlords must still ensure they are complying with the principles of the Code.
You must raise complaints promptly, investigate them, and respond effectively with positive outcomes for residents at the heart.
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 Look out for more Complaint Handling Code drop-in sessions hosted by the Centre of Learning. In these interactive online sessions, we will answer your key questions about the changes to the Code.
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Online resources
Complaint Handling Code FAQs
Landlords can refer to the Complaint Handling Code FAQs online to view a range of questions from the definition of a complaint, to complaint stages, and the resolution process.
Code consultation FAQs
We have also listened to discussion and updated our Code consultation FAQs which answer questions about our consultation approach and reasons for some of the proposals.
Watch this Complaint Handling Code webinar hosted by the Housing Ombudsman Richard Blakeway and Paul Najsarek from the Local Government and Social Care Ombudsman.
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service that investigate complaints from residents and leaseholders of member landlords, housing associations and local authorities, as well as for our voluntary members (private landlords and letting agents).
Our vision is to improve residents’ lives and landlords’ services through housing complaints.
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