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Housing Ombudsman revises the Complaint Handling Code 17/03/2022 Labelled as Scrutiny, Regulation, Tenants

The Housing Ombudsman has published a revised and updated Complaint Handling Code.


The Code sets out good practice that will allow landlords to respond to complaints effectively and fairly.


The Code has been strengthened to further support a positive complaint handling culture by:

  • Increasing the obligations on landlords to raise awareness of the complaints process and the Housing Ombudsman
  • Setting good practice for a member of the landlord's governing body to be identified as having lead responsibility for complaints and for all landlord staff to have a standard objective related to effective complaint handling
  • Reinforcing the importance of learning from complaints by being explicit that the self-assessment should be completed as an annual exercise.


The changes take effect from 1 April 2022 and local authorities will have until 1 October 2022 to ensure compliance with the new code.


The revised and update Complaint Handling Code is available on the Housing Ombudsman website.


The website also contains a useful easy reference guide to changes to the Code for landlords and residents.

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