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    The Housing Ombudsman Service has introduced a new complaint-handling code, which all social landlords must follow by end of March 2021.

    The Housing Ombudsman Service has designed a 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 end of March 2021.

    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 April 2021. We will publish our results here.

    Read our self-assessment  Read our action plan