Complaint Handling Code – Self-assessment

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In July 2020, the Housing Ombudsman published its Complaint Handling Code. This sets out how landlords should respond to complaints effectively and fairly.  The Code  was reviewed one year later to strengthen provisions to support a positive complaint handling culture. The changes took effect from 1 April 2022.

Landlords must carry out an annual assessment against the Code to ensure their complaint handling remains in line with its requirements and publish the results.

We have reviewed the code and undertake an updated self-assessment effective October 2023. You can access the results here.