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Changes to Complaint Handling Code 2025-26 annual submission dates
Dear landlord,
Thank you for completing the Complaint Handling Code annual submission form for 2024-25. It was an important process, which fulfils your statutory requirements against the Complaint Handling Code.
Feedback captured during a review of the process found the submission timescale challenging to meet due to various operational requirements. We also carried out extensive engagement work through in-person events and surveys to further understand the barriers landlords faced.
We have listened to your feedback and made some changes for 2025-26:
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submissions for landlords with over 1,000 homes to be provided by 30 September each year
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submissions for landlords with under 1,000 homes to be provided within 6 months after their financial year-end
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we have a new and updated annual submission form for 2025-26, which is now accepting submissions - please note the self-assessment questions have not changed
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we are developing more tools for the Member Responsible for Complaints and the next conference is 15 October 2025 - registration for this will be available soon
Complaint handling Code annual submission 2024-25
For landlords still due to submit for year 1, please continue to do so using the 2024-25 submission form.
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Online resources available
We have a wide range of learning resources available through our report publications, Centre for Learning, and the decisions we publish online as part of our commitment to being open and transparent.
Reports | Centre for Learning | Decisions
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About the Housing Ombudsman Service
We are a free and impartial dispute resolution service that investigates 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.
Residents | Landlords | Contact us
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