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Complaint handling code self-assessment


Compliance status and additional notes for Section 8 criteria of the Housing Ombudsman's Complaint Handling Code
Code sectionCode requirementComply (Yes/No)Evidence, commentary and any explanations

Landlords must carry out an annual self-assessment against the code to ensure their complaint handling remains in line with its requirements.

YesSelf assessments are regularly carried out. 
8.2Landlords must also carry out a self-assessment following a significant restructure and/or change in procedures.YesA new self assessment is completed for any changes to services or policies.

Following each self-assessment, a landlord must:

  • report the outcome of their self-assessment to their governing body; in the case of local authorities, self-assessment outcomes should be reported to elected members
  • publish the outcome of their assessment on their website if they have one, or otherwise make accessible to residents
  • include the self-assessment in their annual report section on complaints handling performance
YesPublished on this website and reported to the Housing and Neighbourhoods Committee every six months.
Last modified on 04 October 2022

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