Section: Ombudsman
Housing Ombudsman's new Complaint Handling Code aims for speedier redress and more consistency
Posted 07.07.20
Housing Ombudsman Service: Further reading
The Housing Ombudsman has published a new Complaint Handling Code, providing a framework for high-quality complaint handling and greater consistency across landlords' complaint procedures.
It sets out good practice for the sector that will allow landlords to respond to complaints effectively and fairly. The key areas 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 will help residents in knowing what to expect from their landlord when they make a complaint and how to progress their complaint.
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