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Complaint handling code self-assessment

Continuous learning and improvement

Compliance status and additional notes for Section 9 criteria of the Housing Ombudsman's Complaint Handling Code
Code sectionCode requirementComply (Yes/No)Evidence, commentary and any explanations

Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint.

YesIncluded within complaint handling training.  Internal complaint monitoring processes will record learning and improvement from complaints.

A positive complaint handling culture is integral to the effectiveness with which landlords resolve disputes. Landlords must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery. 

YesComplaints are recognised as a valuable source of feedback on service delivery and are used to improve service delivery.

Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents' panels, staff and relevant committees. 


To be implemented from 1 April 2024 with feedback on complaints provided to the Tenant Engagement Panel which is being established in 2024/25. The formal report (see 8.1 above) will be considered by Cabinet and shared to staff via team meetings.


Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.

YesThe Head of Housing Assets will be responsible for assessing trends from complaints.

In addition to this a member of the governing body (or equivalent) must be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints ('the MRC').

YesThe Council's MRC is the Portfolio holder for Operational Property and Assets.
9.6The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord's complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.YesTo be implemented from 1 April 2024. The MRC and Cabinet will have quarterly information on complaints including complaint performance, outcome and reasons for complaints. The MRC will have access to all relevant staff to perform their role.

As a minimum, the MRC and the governing body (or equivalent) must receive: 

  • regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance; 
  • regular reviews of issues and trends arising from complaint handling;   
  • regular updates on the outcomes of the Ombudsman's investigations and progress made in complying with orders related to severe maladministration findings; and   
  • annual complaints performance and service improvement report.
YesTo be implemented from 1 April 2024.

Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to: 

  • have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments; 
  • take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and 
  • act within the professional standards for engaging with complaints as set by any relevant professional body. 
YesTo be implemented through 2024/25 Personal Development Review process for all relevant staff.
Last modified on 03 April 2024

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