Complaints policy template for housing associations
Every social landlord must have a complaints policy that follows the Housing Ombudsman's Complaint Handling Code and publish it on its website. This sample shows the policy filled in for a made-up housing association.
It uses the Code's definition of a complaint, sets out the two stages and their timescales, explains when a complaint may not be accepted, and names the complaints officer, senior lead and Member Responsible for Complaints.
What it covers
What a complaint is, and how it differs from a service request
How residents can complain, and reasonable adjustments
When a complaint may not be accepted
Stage 1 and stage 2, with the Code's timescales and extensions
What each response tells the resident, and putting things right
Unacceptable behaviour, and the Housing Ombudsman's contact details
Who does what, learning from complaints and the annual report
SampleExtract from page 1 of 5Extract from page 2 of 5
This is a short extract. Set up your organisation free to preview the full document filled in with your details. Start free
How to use it
Set up your organisation free. Your version is filled in with your own details as you answer the questions.
Preview it, then download it as PDF or Word and edit anything you need.
Take it to your governing body to adopt, publish it where needed, and mark it as adopted so we remind you when it's due for review.