The Housing Ombudsman Service (HOS) published a new Complaint Handling Code in April 2022. This became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirements.
You can read more about this here.
The key areas of the Complaints Handing Code (CHC) include:
- Universal definition of a complaint.
- Providing easy access to the complaints procedure and ensuring residents are aware of it, including their right to access the Housing Ombudsman Service.
- The structure of the complaints procedure – only two stages are recommended, and clear timeframes set out for responses.
- Ensuring fairness in complaint handling with a resident-focused process.
- Taking action to put things right and appropriate remedies.
- Creating a positive complaint handling culture through continuous learning and improvement.
- Demonstrating learning in Annual Reports.
All landlords are required to self-assess and publish against this new Code every year. Our 2025-26 assessment of this is here.
This has been reviewed by our Complaints Review Panel, which is made up of involved residents, as well as our Resident Experience Committee (REC) and Board.
Resident Experience Committee (REC) comments:
Our Resident Experience Committee (REC) reviewed the Complaints Self-Assessment and was satisfied that Havebury continues to meet the requirements of the Housing Ombudsman’s Complaint Handling Code.
The Committee noted the updates made since last year, including changes to roles, the latest performance and complaint data, vulnerable persons training, and feedback from Committee members.
REC thanked the team for the work involved in producing the self-assessment and was happy to recommend it to the Board for approval.
For further information on making a complaint, or to feedback on the good service you’ve received from us, please click here.
You can also read our Complaints Performance and Service Improvements report below. It includes:
- Our definition of a complaint
- Our complaints process
- Information about our Complaints Review Panel
- A summary of our 2025/26 complaints
- Key themes
- You said, we did
- What improvements we’re making as a result of the complaints we’ve received
- A look to the future