Issue details

Housing Ombudsman Complaint Handling Code & Self-Assessment

The code was introduced as part of the new powers in the revised Housing Ombudsman Complaint Handling Code. The updated code takes effect from 1 April 2022 and landlords will have until 1 October 2022 to become compliant. Noncompliance could result in the Ombudsman issuing complaint failure orders.

We will complete a self-assessment against the Housing Ombudsman’s complaint handling code each year by 1 May 2022 and following any significant restructure or change in procedures. The outcome of the assessment will be reported to the relevant committee and will be published on our website and included in our annual report.

This report is to be noted to ensure compliance.

Decision type: Non-key

Decision status: For Determination

Wards affected: (All Wards);

Notice of proposed decision first published: 26/10/2022

Decision due: 25 Jan 2023 by Housing and Wellbeing Committee

Lead director: Director of Environment & Communities

Contact: Moh Hussein, Interim Group Head of Housing Email:

Consultation with Group Leaders/Committee Chair: No