Guides
Complaint Handling Code
- The Complaint Handling Code for small housing providers
What the Housing Ombudsman's Complaint Handling Code means for housing associations, almshouses and co-ops with fewer than 1,000 homes.
- Complaint Handling Code timescales explained
Stage 1 and stage 2 deadlines under the Housing Ombudsman's Complaint Handling Code, extensions, and a worked example over Christmas.
- The annual self-assessment and complaints report
What goes into your yearly self-assessment against the Complaint Handling Code and your complaints performance and service improvement report.
- When small landlords must make their Housing Ombudsman submission
Landlords with fewer than 1,000 homes submit to the Housing Ombudsman 6 months after their financial year-end. What to send and how.
- The Member Responsible for Complaints
What the Complaint Handling Code asks of the Member Responsible for Complaints, the senior lead and the complaints officer in a small landlord.
STAIRs
- STAIRs publication scheme: what small providers must publish
From 1 October 2026, housing associations must publish information in seven classes under STAIRs. What it covers and how small providers can start.
- STAIRs information requests from April 2027
From 1 April 2027 tenants can ask housing associations for information, with 30 calendar days to reply. Valid requests, refusals and reviews.
Competence and Conduct Standard
- The Competence and Conduct Standard for small providers
The Regulator of Social Housing's Competence and Conduct Standard from 1 October 2026: the written policy, code of conduct and qualifications.
- Housing qualifications: who needs one, and what about volunteers?
Which senior housing staff need a level 4 or level 5 qualification, the October 2030 deadline for small providers, and why volunteers are exempt.
Awaab's Law
- Awaab's Law timescales explained
Awaab's Law deadlines for emergency and significant hazards: 24 hours, 10 working days, written summaries, safety work and the 12-week limit.
- Awaab's Law Phase 2: the hazards added from 30 November 2026
From 30 November 2026 Awaab's Law covers more hazards, including excess cold and heat, falls, fire and electrical hazards. What's in and out.
- Does Awaab's Law apply to almshouses and licences?
Awaab's Law applies to social housing let on a tenancy, not homes occupied under a licence. What that means for almshouses and which rules still apply.