Complaints policy template for housing associations
A sample complaints policy that follows the Housing Ombudsman's Complaint Handling Code: two stages, timescales, remedies and the Ombudsman's details.
See the sample →Sample documents
These samples are filled in for a made-up landlord, Sample Housing Association, so you can see what you'll get. Yours are filled in with your own details, roles and contacts, and download as PDF and Word.
Policies and notices
STAIRs publication scheme template
A sample STAIRs publication scheme listing the seven classes of information a housing association publishes, where to find them and how to ask for more.
See the sample →STAIRs information access policy template
A sample tenant information access policy covering STAIRs requests, the 30 calendar day limit, how to decide what to withhold, and reviews.
See the sample →Competence and conduct policy template
A sample policy for the Regulator of Social Housing's Competence and Conduct Standard: skills, training, appraisals, qualifications and service providers.
See the sample →Code of conduct template for housing staff and volunteers
A sample code of conduct for social landlords' staff, board members, volunteers and contractors, with a signature page, for the Competence and Conduct Standard.
See the sample →Have your say notice for residents
A sample notice inviting residents to comment on a landlord's competence and conduct policy and code of conduct, as the standard requires.
See the sample →Awaab's Law procedure template for social landlords
A sample Awaab's Law procedure covering hazards in scope, emergency and significant hazard timescales, written summaries and alternative accommodation.
See the sample →Letters
Stage 1 complaint acknowledgement letter
A sample stage 1 complaint acknowledgement letter that sets out the complaint definition and response date, as the Complaint Handling Code requires.
See the sample →Stage 2 final response letter
A sample stage 2 final response to a housing complaint, covering the decision, reasons, remedy and the Housing Ombudsman's suggested wording.
See the sample →Awaab's Law written summary letter
A sample Awaab's Law written summary for a tenant: what the investigation found, the work planned with dates, and somewhere else to stay if needed.
See the sample →