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Key areas in the Housing Ombudsman Handling Code

  • Universal definition of a complaint.
  • Providing easy access to the complaints procedure and ensuring residents are aware of it, including their right to access the Housing Ombudsman Service.
  • The structure of the complaints procedure – only two stages necessary and clear timeframes set out for responses.
  • Ensuring fairness in complaint handling with a resident-focused process.
  • Taking action to put things right and appropriate remedies.
  • Creating a positive complaint handling culture through continuous learning and improvement.
  • Demonstrating learning in Annual Reports.
  • The Code is part of the Ombudsman’s new powers in the revised Housing Ombudsman Scheme.

Our self-assessment

Landlords were asked to self-assess against the Code by 31 December 2020 and publish the results. We completed this assessment and have been working with residents since on areas where we think we can improve further.

The Code has recently been updated, taking effect from 1 April 2022. We will be updating this page with results of our most recent self-assessment in due course.

More details on the updated Complaint Handling Code can be found on the Housing Ombudsman website.

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