The Housing Ombudsman Service (HOS) published a new Complaint Handling Code in July 2020, this sets out good practice that will allow landlords to respond to complaints effectively and fairly. The Code is part of the Ombudsman’s new powers in the revised Housing Ombudsman Scheme.
Landlords were asked to self-assess against the Code by 31 December 2020 and publish the results. Having completed the self-assessment, we identified areas for improvement in our current complaints policy, and found we were silent on areas relating to Unacceptable Behaviour – Complaints and reasonable adjustments.
We asked for resident feedback on a new complaints policy during December and the final version has been approved by our Operations Committee. A summary of the feedback we received and how this shaped the way we will handle complaints will be published on the website in January.
Both documents are available to view below: