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Complaint handling code self-assessment

Complaint handling personnel

Compliance status and additional notes for Section 3 criteria of the Housing Ombudsman's Complaint Handling Code
Code sectionCode requirementComply (Yes/No)Evidence, commentary and any explanations

Landlords must have a person or team assigned to take responsibility for complaint handling to ensure complaints receive the necessary attention, and that these are reported to the governing body. This code will refer to that person or team as the complaints officer.


Complaints are managed by the Corporate Services Team.


The complaint handler appointed must have appropriate complaint handling skills and no conflicts of interest.

YesFormal complaint training is being scheduled to ensure all complaint handlers have up to date understanding of best practice in complaint handling.

Complaint handlers should:

  • be able to act sensitively and fairly
  • be trained to handle complaints and deal with distressed and upset residents
  • have access to staff at all levels to facilitate quick resolution of complaints
  • have the authority and autonomy to act to resolve disputes quickly and fairly
YesOur policy outlines our approach to empowering complaint handlers.
Last modified on 23 November 2023

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