Skip to main content

Complaint handling code self-assessment

Self-assessment and 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 produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include: the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements. a qualitative and quantitative analysis of the landlord's complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept; any findings of non-compliance with this Code by the Ombudsman; the service improvements made as a result of the learning from complaints; any annual report about the landlord's performance from the Ombudsman; and any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.	Yes	See page 12 of the complaints policy: section on 'Implementation and Compliance'. This is a new requirement, however, a copy of this self-assessment has been published on the Council's website. The remaining requirements of 8.1 will be met.
8.2	The annual complaints performance and service improvement report must be reported to the landlord's governing body (or equivalent) and published on the section of its website relating to complaints. The governing body's response to the report must be published alongside this.	Yes	Cabinet will consider the report and a copy of the report and the minutes for the meeting that documents the governing bodies response will be published on the Council's website.
8.3	Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.	Yes	Requirement is noted.
8.4	Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.	Yes	The Council will review the policy upon any investigation outcome.
8.5	If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website Landlords must provide a timescale for returning to compliance with the Code.	Yes	The Council will inform the Ombudsman should this issue arise.

Prev : Continuous learning and improvement

(opens new window) Print entire document

Last modified on 03 April 2024