Complaint handling
The Complaint Handling Code became statutory in April 2024, and it has never been more important to understand what good complaint handling is.
Find a range of learning materials on complaint handling on this key topic page.
What is good complaint handling?
Good complaint handling follows the Housing Ombudsman’s Dispute Resolution Principles. They are:
- be fair – treat people fairly and follow fair processes
- put things right
- learn from outcomes
These principles offer high level good practice guidance that should be followed by everyone in the complaints process.
A gold standard in complaint handling can only be achieved when a landlord follows the principles of the Complaint Handling Code, which you can read on the right hand side of this page
Helpful Links
Guidance
Type 1 and 2 Complaint Handling Failure Order (CHFO) Guidance
The purpose of Type 1 and Type 2 complaint handling failure orders (CHFOs) is to ensure that a landlord’s complaint handling process is accessible, consistent and enables the timely progression of complaints for residents, in line with the Housing Ombudsman’s Complaint Handling Code.
Type 3 Complaint Handling Failure Order (CHFO) Guidance
The purpose of Type 3 complaint handling failure orders (‘CHFOs’) is to ensure that landlords comply with the statutory Complaint Handling Code (‘the Code’).
Reports
Quarterly complaint handling report
We have published our first complaint handling report since the Complaint Handling Code became statutory. The report expands on the previous quarterly Complaint Handling Failure Order (CHFO) reports to include information on landlords’ engagement with the Code, as well as continuing to publish CHFOs issued. This includes landlord non-compliance with the Code.
Complaint Handling Failure Order report - October to December 2023
From October to December 2023, we issued 24 Complaint Handling Failure Orders, of which 10 were not complied with. 17 of the orders issued this quarter were Type 1, 7 were Type 2 with none being issued for Type 3.
Complaint Handling Failure Order report - July to September
We have published our latest Complaint Handling Failure Order (CHFO) report. Giving 52 CHFOs between July and September – the most since reports began being published in 2021.
Statutory Code webinars
Submissions webinar
Within this webinar we will share how to submit your self-assessment and by when. We will clarify when submissions must take place as this is dependent on the size of the landlord and how to submit your self-assessment if this cannot be done electronically.
Annual complaint handling and service improvement report webinar
Within the new Complaint Handling Code and self-assessment there is now a mandatory requirement to complete an annual complaint handling and service improvement report. This webinar will share the requirements of the annual report, setting out clearly what must be included.
Self-assessment webinar
Within this webinar we will share good practice and guidance to support landlords in completing their self-assessment. We will include good examples of what is expected within your commentary and the different forms of evidence that can be submitted.
Statutory Code webinars
The Centre for Learning ran a series of statutory Code webinars to answer your questions about the new Code.
If you missed the sessions, you can watch the recordings and view the slides online.
Complaint Handling Code Annual Submissions
Complaint Handling Code Annual Submission
Find the range of resources available for completing the Complaint Handling Code Annual Submission.
This page features helpful guidance, the Complaint Handling Code Annual Submissions form, and webinars from the Centre for Learning.
Landlord training
The Centre for Learning has a range of courses and microlearning available to landlords via the Learning Hub. Simply log in to access the training.
Complaint Handling Code
New e-Learning
The Complaint Handling Code eLearning provides an overview of the statutory Complaint Handling Code which came into effect on 1 April 2024.
The eLearning is made up of 6 modules:
- Introduction
- Key points of the Code
- Complaint handling
- Self-assessment, reporting and compliance
- Scrutiny and oversight: continuous learning and improvement
- Quiz
Dispute Resolution
The Dispute Resolution module is aimed at developing knowledge and understanding to help resolve issues at an early stage and at a local level, based on our dispute resolution principles:
- be fair
- put things right
- learn from outcomes
Applying Dispute Resolution
The Applying Dispute Resolution module sets out how to use the dispute resolution principles to manage 3 types of complaint:
- repairs
- antisocial behaviour
- managing unacceptable behaviours
Podcasts with the Centre for Learning
The Complaint Handling Code playlist
In this playlist, we discuss the latest changes to the Complaint Handling Code with a focus on the Ombudsman's duty to monitor landlord compliance with the Code.
We highlight resources available through the Centre for Learning to support landlords in completing their annual self-assessments.
Case studies
The case studies are examples from our case work. We will always try to show one example where the landlord did things right and received a finding of no maladministration and an example where a landlord didn’t act in the correct way and received a finding of severe maladministration or maladministration.
No maladministration
In this case, the landlord consistently responded to the resident’s complaint in a timely manner. Adhering to complaint timescales within the Complaint Handling Code, the landlord ensured that there was no delay to resolving the issue for the resident.
On top of this, the landlord responded appropriately to the reports of repairs and communicated effectively and clearly throughout the complaint responses.
The landlord went further than the evidence of the case to make sure that if it had made a mistake that it would put things right for future residents as it instructed an independent specialist contractor to verify its findings.
Severe maladministration
We found severe maladministration in this case after a 9-month delay in complaint handling left repairs outstanding and the resident without redress. We were forced to issue a Complaint Handling Failure Order to get the council to issue a response.
After reporting the issue, the landlord made some repairs, but the resident reported the issue was still ongoing and made a complaint 2 months later.
In the following 6 months, the resident kept in touch with the landlord, but it provided no update on the complaint, and it took the Ombudsman to intervene for it to provide more information to the resident.
The resident then escalated the complaint but did not receive a response until 9 months later, leaving the problems unresolved.
The resident had to take the time and inconvenience to message the landlord on various occasions to get a response. It was only when the Ombudsman issued it with a Complaint Handling Failure Order that the landlord sent its formal response.
Further to this, the complaint response was inadequate as it did not cover all the issued raised in the complaint.
Complaint handling good practice
Whilst there is plenty of learning where things go wrong, we always look at where landlords have handled complaints effectively to share learning for the sector.
Red Kite Community Housing
An adjudicator from the Housing Ombudsman Service shares a good practice example involving Red Kite Community Housing.
East Midlands Housing Group
An adjudicator from the Housing Ombudsman Service shares a good practice example involving East Midlands Housing Group Ltd.
The Guinness Partnership
An adjudicator from the Housing Ombudsman Service shares a good practice example involving The Guinness Partnership Limited.
Lewisham Council
The Housing Ombudsman's Investigator, Kaycee, discusses an example of complaint handling good practice involving Lewisham Council.
Landlord Learning Hub
Centre for Learning online platform
Explore our NEW learning tool - the Landlord Learning Hub.
Log in and discover the training options available to you.
If you have not logged into the new Hub, you will need to set up an account to gain access to a range of learning materials.
Resident information
When to use the Housing Ombudsman Service
If you are unable to resolve the complaint with your landlord directly via its complaint procedure, this service may be able to provide you with further assistance.
View the residents' pages to find out how to raise and complaint to your landlord and when to escalate your complaint to the Housing Ombudsman Service.