In July 2020 The Housing Ombudsman published a new Complaint Handling Code, setting out good practice that will allow landlords to respond to complaints effectively and fairly. This can be accessed here.
Key areas in the Code are:
- 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.
Landlords were all asked to complete a self-assessment against the new Code by 31 December 2020 and publish the results. The self-assessment, which is you can see here was completed by our Customer Relations Team and our independent Tenant Appeals Panel. It has also been approved by our Executive Management Team and Board.