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 Association Limited is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014 Registered No. 27671R. Registered Provider LH4026. Rosebery Housing Association is a subsidiary of Catalyst Housing Limited.
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