Complaint Handling Code: policy, log and letters for small landlords

Every member landlord of the Housing Ombudsman Scheme must follow the Complaint Handling Code. For a small housing association or almshouse charity, the hard part usually isn't understanding the Code. It's keeping to the timescales, writing letters that cover everything the Code asks for, and producing the yearly self-assessment and report on top of everything else.

What the Code asks of you

Two stages, with fixed timescales for acknowledging and responding, and limits on extensions.
The Code's definition of a complaint, and accepting complaints unless there's a good reason not to.
A complaints officer, a senior lead and a Member Responsible for Complaints on your governing body.
Written responses that confirm the stage, the complaint definition, your decision and reasons, the remedy, outstanding actions and how to escalate.
A yearly self-assessment and complaints report, published with your governing body's response.
An annual submission to the Housing Ombudsman, due 6 months after your financial year-end if you have fewer than 1,000 homes.

What you get

A complaints policy that follows the Code, filled in with your roles and contact details.

A complaints log that works out every stage 1 and stage 2 deadline, flags extensions that go too far, and checks that stage 2 is handled by someone new.

Six letters: acknowledgement, stage 1 response, extension, stage 2 acknowledgement, final response, and complaint not accepted.

A self-assessment workbook covering all 73 provisions, with evidence suggested from your records.

Your annual complaints performance and service improvement report, built from your log, and a template for your governing body's response.

A submission checklist with your deadline, and complaints figures for your board pack.

See the sample: Complaints policy template · Stage 1 acknowledgement letter · Stage 2 final response letter

Related guides

Questions

Do we still need the Ombudsman's self-assessment form?

Your published self-assessment must include every provision of the Code word for word. Our workbook helps you prepare your answers and evidence, which you then copy into the Ombudsman's form.

Does it replace our housing management system?

No. It's a simple log of complaints, with dates, decisions and letters. Keep residents' personal details, health information and agreed adjustments in your own housing system.

Can we see the complaints policy before we sign up?

Yes. Read the sample complaints policy, or set up your organisation free and preview your own.

Set up your organisation

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