Housing Ombudsman Complaint Handling Code - self assessment

Section 2 - Accessibility and awareness

Mandatory ‘must’ requirements

Code section 2.1

Code requirement

Landlords must make it easy for residents to complain by providing different channels through which residents can make a complaint such as in person, over the telephone, in writing, by email and digitally. While the Ombudsman recognises that it may not be feasible for a landlord to use all of the potential channels, there must be more than one route of access into the complaints system.

Comply

Yes

Evidence, commentary and any explanations

The Housing service complaints policy states complaints can be made:

Code section 2.3

Code requirement

Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the number of stages involved, what will happen at each stage and the timeframes for responding.

Comply

Yes.

Evidence, commentary and any explanations

The Housing service complaints policy has been published in an accessible format on our website.

Code section 2.4

Code requirement

Landlord websites, if they exist, must include information on how to raise a complaint. The complaints policy and process must be easy to find on the website.

Comply

Yes.

Evidence, commentary and any explanations

Our website has redeveloped in 2020, to make it easier for residents to navigate their way around. The search function was enhanced too.

Code section 2.5

Code requirement

Landlords must comply with the Equality Act 2010 and may need to adapt normal policies, procedures, or processes to accommodate an individual’s needs. Landlords must satisfy themselves that their policy sets out how they will respond to reasonable adjustments requests in line with the Equality Act and that complaints handlers have had appropriate training to deal with such requests.

Comply

Yes.

Evidence, commentary and any explanations

While we do not have a separate policy, reasonable adjustments can be requested as per the Equalities Act 2010.

Equality and discrimination advice page gives more details.

Code section 2.6

Code requirement

Landlords must publicise the complaints policy and process, the Complaint Handling Code and the Housing Ombudsman Scheme in leaflets, posters, newsletters, online and as part of regular correspondence with residents.

Comply

Yes.

Evidence, commentary and any explanations

Information around complaints is published on our website as well as our online housing newsletter which we share with our tenants and leaseholders if we have their email addresses. Given the councils current financial situation leaflets and posters are not printed.

Code section 2.7

Code requirement

Landlords must provide residents with contact information for the Ombudsman as part of its regular correspondence with residents.

Comply

Yes.

Evidence, commentary and any explanations

Housing Ombudsman information is provided on the website and as a regular addition within the housing newsletter.

Code section 2.8

Code requirement

Landlords must provide early advice to residents regarding their right to access the Housing Ombudsman Service throughout their complaint, not only when the landlord’s complaints process is exhausted.

Comply

Yes.

Evidence, commentary and any explanations

Reference is made in Stage 1 and Stage 2 replies.

Best practice ‘should’ requirements

Code section 2.2

Code requirement

Where a landlord has set up channels to communicate with its residents via social media, then it should expect to receive complaints via those channels. Policies should contain details of the steps that will be taken when a complaint is received via social media and how confidentiality and privacy will be maintained.

Comply

Yes.

Evidence, commentary and any explanations

We take details of complaints via social media. Details are passed onto the relevant complaint handler.