Housing ombudsman complaint code self-assessment

The Housing Ombudsman and the Local Government and Social Care Ombudsman (LGSCO) have launched their aligned Complaint Handling Codes. It will result in best practice in complaint handling. There will ultimately be better services for residents.

Following the Social Housing (Regulation) Act, the Housing Ombudsman’s Code became statutory from 1st April 2024. It provides a single, robust set of standards for complaints procedures. This is to be accessible, fair and efficient.

The Complaint Handling Code promotes the progressive use of complaints. It provides a high-level framework to support effective handling and prevention. This is alongside learning and development.

The Code ensures complaint handling data is being used consistently across landlord members. It promotes engagement at different levels within a landlord. It sets out expectations for boards or equivalent governance, senior executives and frontline staff.

The Ombudsman expects landlords to carry out annual self-assessment against the Code. Landlords are expected to take appropriate action to ensure their complaint handling is in line with the Code. It also expects landlords to publish the outcome of their assessments. This is so that residents are able to easily access it.

We have completed our self-assessment. It is available to the public.