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 we must comply with the Ombudsman’s Complaint Handling Code.  We complete an annual self-assessment against the code and produce an annual Complaints Performance and Service Improvement report which includes a response from our governing body providing assurance that our self-assessment is a true reflection of our complaint handling processes.  These documents  along with our Compliments, Complaints and Feedback Policy, Procedure and Service Standard can be downloaded from the Related Documents area to the right.

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.  Home | Housing Ombudsman Service (housing-ombudsman.org.uk)