Section 5 - The complaint handling process
Code provision 5.1
Code requirement
Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain.
Comply
Yes.
Evidence
Housing service complaints policy.
The Housing Service Complaints Policy was reviewed in March 2025 to ensure it complied with the HOS Code.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025. This is the only policy in place for dealing with complaints covered by this code,
Code provision 5.2
Code requirement
The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion.
Comply
Yes.
Evidence
Housing service complaints policy.;
The Housing Service Complaints Policy was reviewed in March 2025 to ensure it was compliant with the code.
This is a two stage complaints policy.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025 ensuring it had two stages, with no informal extra named stages.
Code provision 5.3
Code requirement
A process with more than two stages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman.
Comply
Yes.
Evidence
Housing service complaints policy.
This is a two stage complaints policy which was reviewed in March 2025.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025 ensuring it had two stages,
Code provision 5.4
Code requirement
Where a landlord’s complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 13.1 and 31.2 states:
Complaints against our contractors/partners
Several services are currently delivered on our behalf by private suppliers or are undertaken by our partners. Complaints can be made to Slough Council so we can log and monitor in the same way we do for services delivered by council staff.
This will allow us to monitor complaints via the contract monitoring process and continually ensure we put our residents first.
Commentary / explanation
The Housing Service Complaints Policy reflects this and was reviewed in March 2025.
Meetings with third party contractors are in place where complaints are discussed as standing agenda item.
Operational staff are co located with our Repairs and Maintenance Contractor to ensure they can respond swiftly to resolve any issues regarding complaints.
The Repairs and Maintenance Contractor attends the Resident Board Meetings where complaints are discussed.
Code provision 5.5
Code requirement
Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 13.1 and 31.2 states:
Complaints against our contractors/partners
Several services are currently delivered on our behalf by private suppliers or are undertaken by our partners. Complaints can be made to Slough Council so we can log and monitor in the same way we do for services delivered by council staff.
This will allow us to monitor complaints via the contract monitoring process and continually ensure we put our residents first.
Commentary / explanation
The Housing Service Complaints Policy reflects this and was reviewed in March 2025.
Meetings with third party contractors are in place where complaints are discussed as standing agenda item.
Operational staff are co located with our Repairs and Maintenance Contractor to ensure they can respond swiftly to resolve any issues regarding complaints.
The Repairs and Maintenance Contractor attends the Resident Board Meetings where complaints are discussed and attended complaint handling training alongside all housing staff in June 2025.
Code provision 5.6
Code requirement
When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as “the complaint definition”. If any aspect of the complaint is unclear, the resident must be asked for clarification.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 7 of the Housing Service Complaints Policy states: All complaints will be acknowledged within 5 working days of receipt.
The acknowledgement will include:
- clarification of the nature of the complaint. Where this is unclear, the person responsible for logging the complaint will contact the complainant to clarify the complaint
- the date by which a formal response will be sent
- details of the team or service that will be investigating and responding to the complaint
- details of how the complainant can contact the Housing Ombudsman should they wish to do so
- a link to the Complaints Policy/Procedure on the council website.
Commentary / explanation
Our Housing Service Complaints Policy, Process and Templates were reviewed in March 2025 to ensure compliance with the Housing Ombudsman Code. This was rolled out to our Housing Teams, Complaint training to refresh and embed our new ways of working was rolled out to all housing staff in June 2025.
Code provision 5.7
Code requirement
When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 7 of the Housing Service Complaints Policy states:
Acknowledging Complaints
All complaints will be acknowledged within 5 working days of receipt.
The acknowledgement will include:
- clarification of the nature of the complaint. Where this is unclear, the person responsible for logging the complaint will contact the complainant to clarify the complaint
- the date by which a formal response will be sent
- details of the team or service that will be investigating and responding to the complaint
- details of how the complainant can contact the Housing Ombudsman should they wish to do so
- a link to the Complaints Policy/Procedure on the council website.
Commentary / explanation
The Housing Service Complaints Policy, Process and Templates were reviewed in March 2025 to ensure they were compliant with the HOS code and ensuring which aspects of the complaint we are, and are not, responsible for and clarify any areas where this is not clear. This was rolled out to operational teams and training was conducted in June 2025 to refresh and embed.
Code provision 5.8
Code requirement
At each stage of the complaints process, complaint handlers must:
- deal with complaints on their merits, act independently, and have an open mind.
- give the resident a fair chance to set out their position.
- take measures to address any actual or perceived conflict of interest; and
- consider all relevant information and evidence carefully.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 9.1 of the Housing Service Complaints Policy states
An appropriate designated officer will be responsible for investigating the complaint at Stage 1 of the process. They will be responsible for ensuring that they deal with the complaint on their merits, act independently, and have an open mind. Give the resident a fair chance to set out their position, take measures to address any actual or perceived conflict of interest; and consider all relevant information and evidence carefully.
Section 10.2 states the senior officer considering the complaint at stage 2 will not be the same person that considered the complaint at stage.
Commentary / explanation
Complaints training was rolled out to all housing teams in June 2025 and was designed to promote a positive complaint handling culture and embed our approach. The policy, process and templates were reviewed to ensure we were compliant with the Housing Ombudsman code and best practise.
Code provision 5.9
Code requirement
Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident suitable intervals for keeping them informed about their complaint.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 9.5 of the Housing Service Complaints Policy states
Where it is not possible to meet the timescales outlined above, due to annual leave or sickness absence etc., an extension of time should be agreed with the complainant and the date that they can expect a full response confirmed with them in writing. They must be provided with the contact details of the Housing Ombudsman.
Commentary / explanation
The Housing Service Complaints policy was reviewed in March 2025 which included agreeing keeping residents informed about their complaint.
Code provision 5.10
Code requirement
Landlords must make reasonable adjustments for residents where appropriate under the Equality Act 2010. Landlords must keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review.
Comply
Yes.
Evidence
Equality and diversity information on our site.
Services equality data on our site.
Reasonable adjusts are made for our residents and any disabilities disclosed are recorded on our Housing management System. These are actively reviewed.
We also record and report on this information on a Core Form to the Ministry of Housing, Communities & Local Government.
An updating tenancy information form was sent out to every social housing property in March 2025 asking them several questions for us to keep our information up to date including our equalities data which disabilities was one of the criteria.
Commentary / explanation
Equality information of which disability is one of the criteria is recorded on NEC our housing management system and data is shared with contractors so that reasonable adjustments can be made to service provision.
Tenancy checks are undertaken and updated on resident's needs and when residents call requesting a service if appropriate, they are asked if they have any needs, we should take into consideration so that information is kept up to date.
Code provision 5.11
Code requirement
Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 10.4 of the Housing Service Complaints Policy states:
Residents must not be required to explain their reasons for requesting a stage 2 consideration.
Commentary / explanation
Our Housing Service Complaints Policy was reviewed in March 2025. Complaint handling training was rolled out to all housing staff in June 2025 which included the Housing Ombudsman Code and our updated Housing Complaints Policy.
Code provision 5.12
Code requirement
A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 2 of the Housing Service Complaints Policy states
Intelex is the Council’s complaints’ management system.
Section 3.2 states Complaints will be logged on Intelex and managed in accordance with this policy regardless of whether the resident has specifically used the word ‘complaint’.
Section 9.4 states Details of all communication in relation to a complaint will be recorded on Intelex.
Section 10.6 states A copy of the Stage 2 response will be logged on Intelex and the complaint closed at this stage unless an extension of time has been agreed with the complainant.
Commentary / explanation
Records of complaint handling is recorded on Intelex, the Councils Complaint management System.
Complaint handling training was rolled out to all housing staff in June 2025. Record keeping was part of this to ensure a full record of the complaint was recorded.
Code provision 5.13
Code requirement
Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation.
Comply
Yes.
Evidence
Slough Borough Council reviewed its Housing Service Complaints Policy ensuring compliance with the Housing Ombudsman’s Code of practise.
The council values complaints as unsolicited feedback that allows the service to remedy a mistake, resolve a problem and learn from residents’ experiences when things go wrong. Remedies can be put in place at any stage of the process without the need for escalation.
Commentary / explanation
Complaints Training was rolled out to all housing staff in June 2025 ensuring we are complaint with the Housing Ombudsman code of practise.
Code provision 5.14
Code requirement
Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be able to evidence reasons for putting any restrictions in place and must keep restrictions under regular review.
Comply
Yes.
Evidence
Management of unreasonable customer behaviour Policy was reviewed in March 2025.
Management of unreasonable customer behaviour document on our website.
Commentary / explanation
The Management of unreasonable behaviour policy was reviewed in March 2025 and has been published on our website.
Code provision 5.15
Code requirement
Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrate regard for the provisions of the Equality Act 2010.
Comply
Yes.
Evidence
Management of unreasonable customer behaviour Policy was reviewed in March 2025.
Management of unreasonable customer behaviour document on our website.
Commentary / explanation
There is an internal procedure in place to monitor and review.