Decision details

Housing Ombudsman Complaint Handling Code -Annual Self-Assessment

Decision status: Recommendations Approved



The Complaint Handling Code was introduced in July 2020 by the Housing Ombudsman and updated further in April 2022. It sets out how the Housing Ombudsman expects social landlords to manage customer complaints, describes best practice and supports landlords in responding to complaints effectively and fairly.


A requirement of the Code is that social landlords assess their complaints handling against the Code annually, using a standard template provided by the Housing Ombudsman. Also, that social landlords report the outcomes of the assessment to Elected Members and publish the assessment on their website and in their annual report.


An assessment against the code was undertaken in July 2023. The Senior Voids Consultant introduced and outlined the purpose of the report which was to:


·       Inform Housing Policy Committee of the outcomes of the assessment, and of the actions agreed to address any areas of non-compliance.

·        Seek the Housing Policy Committee’s approval to publish the outcomes of the assessment.


RESOLVED UNANIMOUSLY: That the Housing Policy Committee:-


1.     Note the outcomes of the self-assessment against the Code.

2.     Approve the publication of the outcomes of the assessment.

3.     Request an update in 6 months’ time on complaints-handling performance, to support compliance with the Code.


Reasons for Decision


Housing Policy Committee is being asked to note the self-assessment and to give its approval for publication of the assessment on the Council website because this will help us achieve transparency and accountability in how we manage with housing-related complaints. It is also a requirement of the Housing Ombudsman for all social landlords that we do so.


It is also being asked to request an update report on complaints handling in 6 months’ time (March 2024) as this will support our compliance with the Complaints Handling Code. The Code (section 7.4) requires that landlords provide the ‘governing body’ with regular complaints reports. A 6-monthly update will supplement the bi-monthly performance updates which Committee receive which include summary complaints performance data.



Alternatives Considered and Rejected


Self-assessment against the Housing Ombudsman’s Code and publication of the outcomes, are a requirement of all social landlords. Therefore, in this respect there were no other alternatives considered.


Report author: Vicky Kennedy

Publication date: 03/10/2023

Date of decision: 14/09/2023

Decided at meeting: 14/09/2023 - Housing Policy Committee

Accompanying Documents: