Housing Ombudsman’s Complaint Handling Code

The heartbeat of the Housing Ombudsman’s Complaint Handling Code is enabling a positive complaints culture across the social housing sector.  This positive culture matters regardless of size or type of landlord and supports strong resident-landlord relationships. The code helps us to put things right and encourages us to continually develop and improve our services.

We must be willing to embrace complaints through increased transparency, accessibility, and complaint handling governance, demonstrating that residents are core to our service delivery.

As a member landlord Eden Housing Association annually self-assesses against the code, throughout this process we engage residents and our governance structure.  The completed self-assessment is then submitted to the regulator and published on our website annually by the end of June.

A copy of our 2023 self-assessment can be downloaded from the Related Documents to the right.

Please note: we are currently working on our 2024 self-assessment against the Housing Ombudsman’s Complaints Handling Code.  Our 2024 self-assessment will be published on our website in June 2024 along with any updates to our Policy/Procedure and Service Standard.

If you have any queries or require any further information please do not hesitate to contact us on 01768 861400 or by email at [email protected]

Alternatively, the Housing Ombudsman’s website provides detailed information on all of their services including their Complaint Handling Code and Determinations of Complaint Handling and orders.



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