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