Complaint handling

The Housing Ombudsman Service (opens new window) published a Complaint Handling Code in July 2020 that set out good practice for all landlords. The code was reviewed and strengthened in April 2022. It aims to support effective and fair responses to all complaints raised. As part of the code, each landlord is required to complete a self-assessment.

This section provides:

• information and advice on complaints
• how to tell us when things go wrong
• how we comply with the Housing Ombudsman Service: Complaint Handling Code (opens new window)