Housing complaints handling code

Information on how we manage and respond to complaints, including how we align with the Housing Ombudsman’s standards for fair and effective complaint resolution.

The Housing Ombudsman Service has published a Complaint Handling Code

This Code sets out how member landlords (which includes us) should manage complaints that fall within the Ombudsman’s authority.

All areas of the Code are mandatory. If a landlord is unable to comply with any of them, they must explain why and show how they are working towards meeting the requirements. 
Compliance with the Code is a statutory obligation. This means that all social housing landlords have to comply with the code, by the law.

The Housing Ombudsman requires all member landlords to demonstrate that they’re compliant with the Code. This includes publishing a yearly self-assessment and an annual complaints performance report. Both should be shared with managers, elected members and tenants.

You can find our governance response and assessments below. 

2024 to 2025

2023 to 2024