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Complaint handling code self-assessment

Continuous learning and improvement

Compliance status and additional notes for Section 7 criteria of the Housing Ombudsman's Complaint Handling Code
Code sectionCode requirementComply (Yes/No)Evidence, commentary and any explanations

Accountability and transparency are integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints in their annual report and more frequently to their residents, staff and scrutiny panels.

YesFigures and learnings detailed in annual report and report to Housing and Neighbourhoods Committee.

A member of the governing body should be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This role will be responsible for ensuring the governing body receives regular information on complaints that provides insight to the governing body on the landlord's complaint handling performance.

YesThe Senior Performance and Data Protection Officer overseas the complaints process and the Strategic Director responsible for the service area leads on reporting to Policy and Resources Committee.

As a minimum, governing bodies should receive:

  • regular updates on the volume, categories and outcome of complaints, alongside complaint handling performance including compliance with the Ombudsman's orders
  • regular reviews of issues and trends arising from complaint handling, the annual performance report produced by the Ombudsman, where applicable Individual complaint outcomes where necessary, including where the Ombudsman made findings of severe maladministration or referrals to regulatory bodies. The implementation of management responses should be tracked to ensure they are delivered to agreed timescales.The annual self-assessment against the Complaint Handling Code for scrutiny and challenge.
YesSix monthly reports on compliance to Housing and Neighbourhoods Committee.
7.5Any themes or trends should be assessed by senior management to identify potential systemic issues, serious risks or policies and procedures that require revision. They should also be used to inform staff and contractor training.YesService Managers input and maintain learning from complaints and regular reviews of the policy are undertaken.

Landlords should have a standard objective in relation to complaint handling for all employees 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 act within the Professional Standards for engaging with complaints as set by the Chartered Institute of Housing
YesPolicy outlines approach.
Last modified on 04 October 2022

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