Complaint handling

The Council is required to complete and publish an annual self-assessment against the Housing Ombudsman Service: Complaint Handling Code (opens new window)  to ensure our process remains in line with the requirements of this code.

This code is split into eight sections:

1. how a complaint is defined
2. how accessible it is to make a complaint and how residents are aware
3. who handles complaints
4. how complaints are handled
5. the complaint stages
6. putting things right
7. continuous learning and improvement
8. compliance

Please see our Complaint handling code self-assessment information for full details of how we meet each section of the code.