Housing Ombudsman Complaint Handling Code - self assessment

Mandatory ‘must’ requirements

Code section 3.1

Code requirement

Landlords must have a person or team assigned to take responsibility for complaint handling to ensure complaints receive the necessary attention, and that these are reported to the governing body. This Code will refer to that person or team as the "complaints officer”.

Comply

Yes.

Evidence, commentary and any explanations

We have a complaints manager who works closely with complaints officer staff.

Code section 3.2

Code requirement

…the complaint handler appointed must have appropriate complaint handling skills and no conflicts of interest.

Comply

Yes.

Evidence, commentary and any explanations

The complaint handler has the relevant skills and there are no conflicts of interest.

Best practice ‘should’ requirements

Code section 3.3

Code requirement

Complaint handlers should:

• be able to act sensitively and fairly
• be trained to handle complaints and deal with distressed and upset residents
• have access to staff at all levels to facilitate quick resolution of complaints
• have the authority and autonomy to act to resolve disputes quickly and fairly.

Comply

Yes.

Evidence, commentary and any explanations

Complaint handlers have the relevant skills and training.