The Housing Ombudsman Service has introduced an update to the complaint-handling code, which all social landlords must follow by 1 October 2022.
The Housing Ombudsman Service has designed a revised self-assessment form for social landlords to help them understand whether they are following the code, and where they might need to make changes to their complaint processes.
We have completed this and identified some areas that we need to improve on to make sure we are following the Code by the beginning of October 2022.
The actions we need to take are set out in the action plan. We will review our progress against the action plan and re-do the self-assessment in September 2023. We will publish our results on our website.