Complaint handling code self-assessment

Compliance

Compliance status and additional notes for Section 8 criteria of the Housing Ombudsman's Complaint Handling Code
Code section	Code requirement	Comply (Yes/No)	Evidence, commentary and any explanations
8.1	Landlords must carry out an annual self-assessment against the code to ensure their complaint handling remains in line with its requirements.	Yes	Self assessments are regularly carried out.
8.2	Landlords must also carry out a self-assessment following a significant restructure and/or change in procedures.	Yes	A new self assessment is completed for any changes to services or policies.
8.3	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	Yes	Published on this website and reported to the Housing and Neighbourhoods Committee every six months.

Last modified on 04 October 2022