Submit feedback on Housing Ombudsman’s Complaints Handling Code consultation

04 October 2023

The Social Housing Regulation Act is now law enabling key reforms to strengthen the Regulator of Social Housing, enhance transparency for tenants, and drive improvements in housing quality.

A major part of the Act makes the Housing Ombudsman’s Complaint Handling Code statutory. It also gives the Ombudsman formal powers to monitor landlord compliance with the Code.

To implement this, the Housing Ombudsman has launched a joint consultation with the Local Government and Social Care Ombudsman on a unified Complaint Handling Code.

As the Housing Ombudsman already applies a Complaint Handling Code, this consultation forms part of the Code formally becoming a legal requirement under the Act. For most social landlords already complying, there will be minimal changes.

Specific areas the consultation seeks feedback on include:

  • Whether further improvements can be made to the Code
  • If the proposed approach for monitoring compliance is fair and transparent
  • Considerations for fulfilling the duty efficiently and effectively

Under the Act, social landlords will need to clearly demonstrate they are meeting the Code’s requirements. The Ombudsman will have enhanced power to hold landlords accountable for compliance.

We strongly encourage all housing associations to share feedback as your input will inform our response representing the sector.

Please send consultation responses to by 9 November 2023.