Housing Ombudsman Complaint Handling Code - self assessment

Mandatory ‘must’ requirements

Code section 8.1

Code requirement

Landlords must carry out an annual self-assessment against the Code to ensure their complaint handling remains in line with its requirements.

Comply

No.

Evidence, commentary and any explanations

We plan to diarise to ensure this takes place and added to the Housing service complaints policy.

Code section 8.2

Code requirement

Landlords must also carry out a self-assessment following a significant restructure and/or change in procedures.

Comply

Yes.

Evidence, commentary and any explanations

Should a restructure take place there will be a review of the self-assessment.

Code section 8.3

Code requirement

Following each self-assessment, a landlord must:

• report the outcome of their self-assessment to their governing body. In the case of local authorities, self- assessment outcomes should be reported to elected members
• publish the outcome of their assessment on their website if they have one, or otherwise make accessible to residents
• include the self-assessment in their annual report section on complaints handling performance.

Comply

Yes.

Evidence, commentary and any explanations

There are structures in place for reporting on the self-assessment to the Council’s Customer & Communities Scrutiny committee and the Resident Board. 

As required this assessment has been published here.

The web link to the self-assessment will be included in the annual report to tenants and leaseholders.

Self-assessment date

This self-assessment was prepared on 7 November 2022.