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Social Housing Compliance

The annual self-assessment and complaints report

Last checked: 5 October 2026

Every year, the Complaint Handling Code asks you to look back at how you've handled complaints, check yourself against the Code, and publish the results with your governing body's response.

The self-assessment

You assess yourself against each provision of the Code and give evidence for each one. Where you don't meet a provision, you say so and set out what you'll do and by when, or show how you've met its intention in another way. The Ombudsman publishes a self-assessment form. If you use your own format, every provision must be included word for word, not reworded. You must also do a fresh self-assessment after a significant restructure, merger or change in your procedures.

The complaints performance and service improvement report

The report must include:

  • your self-assessment against the Code
  • an analysis of your complaint handling, including a summary of the types of complaints you refused to accept
  • any findings of non-compliance with the Code by the Ombudsman
  • the service improvements you've made because of complaints
  • the Ombudsman's annual report on your performance, and any other relevant Ombudsman reports about you.

Your governing body's response

The report must go to your governing body, and you must publish it on the complaints section of your website together with the governing body's response. If you don't have a website, the Ombudsman's guidance says you must record that provision as not met, and make the documents available in another suitable way.

Then submit it

You send the self-assessment, the report and the governing body's response to the Ombudsman through its online form. See when small landlords must make their submission.

Questions

Can we use our own format for the self-assessment?

Yes, but every provision of the Code must be included word for word, not reworded.

When do we need a new self-assessment?

Every year, and also after a significant restructure, merger or change in your procedures.

Who has to see the annual report?

Your governing body. You then publish the report with its response on the complaints section of your website, and send both to the Ombudsman.

Sources

This guide is general information, not legal advice.