Housing Ombudsman Service – Complaint Handling Code

In July 2020, the Housing Ombudsman introduced a new Complaints Handling Code, setting out good practice for social landlords to respond to complaints effectively and fairly. Some of the key areas in the Code 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
  • Ensuring fairness in complaint handling with a resident-focused process
  • Taking action to put things right and offer appropriate remedies
  • Demonstrating learning in Annual reports

The Code is part of the Housing Ombudsman’s new powers in the revised Housing Ombudsman Scheme. This also requires all social landlords to carry out a self-assessment against the Code and publish the results.

Rosebery’s self- assessment is below and details our compliance with the new code –

Housing Ombudsman Complaint Handing Code - Rosebery's self-assessment
Rosebery Housing is a trading name of Town and Country Housing, which is a subsidiary within the Peabody Group and is a charitable Registered Society under the Co-operative and Community Benefit Societies Act 2014, registered with the Financial Conduct Authority No. 30167R. Registered office: Town and Country Housing, Monson House, Monson Way, Tunbridge Wells, Kent, TN1 1LQ. Rosebery Housing provides housing and repair services to customers in Surrey and West Sussex, supporting sustainable communities by forging strong partnerships, working closely with local customers and creating local jobs.

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