Have your say on the Complaint Handling Code

The Housing Ombudsman has launched its consultation on the Complaint Handling Code as part of it becoming a statutory requirement under the Social Housing (Regulation) Act 2023.

The aim of the Code is to resolve complaints quickly and for organisations to learn from where things have gone wrong for individuals to make service improvements for the benefit of all.


It also acts as a guide for anyone that wants to complain because it sets out what they should expect from the complaints' process. 

For social landlords, like Gentoo, already under the Complaint Handling Code, there will be few changes with the main provisions of proposed statutory Code unchanged.

In the consultation, the Ombudsman is seeking views about: 

  • the Code and whether any further improvements can be made to this
  • the outline proposals for monitoring compliance and whether these are transparent, proportionate, and fair
  • what else they might need to consider in fulfilling our new duty effectively and efficiently


You can get involved and find out more information by visiting here.

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