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