The Complaint Handling Code

The Complaint Handling Code

From April 2024, all social landlords must follow the Housing Ombudsman’s Complaint Handling Code, which is now law. This Code explains how complaints should be managed and what customers can expect from us.
Every year, we publish a Complaints Performance and Service Improvement Report. This shows:

  • How well we have handled complaints
  • What we have learned
  • What we are doing to improve services

We also publish our self‑assessment against the Ombudsman’s Code and any actions we need to take.

Find out more about the Housing Ombudsman Service (this link takes you to another website).

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