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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, which was recently updated in 2023, and publish the results. We have been working with customers throughout this process and since the last self-assessment, on areas where there was room for improvement.

Here is our response to the most recent self-assessment Raven HT response to revised Complaint Code SA 2023.docx.

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

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