Complaint Handling Code Annual Submissions
About the Complaint Handling Code Annual Submission
The Housing Ombudsman’s Complaint Handling Code became statutory on 1 April 2024 following a consultation with landlords, residents and other bodies.
Part of the new statutory nature of the Code means that landlords are required to submit an annual submission form of their performance against the Code to ensure they are compliant.
Guidance for landlords
A guide on completing the form
We have provided a guide for landlords to reference whilst completing the form. This includes screenshots of the registration process, form layout, and top tips for completing the submissions form.
Guidance on annual submissions
The purpose of the annual submission is to enable the Ombudsman to monitor landlords’ compliance with the Code. It ensures that all landlords provide information in a consistent way that allows effective analysis and insight into compliance with the Code.
Guidance on self assessment
The purpose of the self-assessment is to set out how landlords demonstrate their complaint handling service complies with the provisions of the Code. In addition, the self-assessment also supports landlords to inform residents about service provision.
The Complaint Handling Code Annual Submissions form
The Complaint Handling Code Annual Submissions form
The form is available from our new engagement platform.
To complete the form, landlords are required to create a login and once registered, landlords can access the form multiple times before submitting.
The form should take between 15 and 30 minutes to complete.
Upcoming webinars
Submissions webinar for landlords with over 1000 homes
Date: 5 June 2024
Time: 13:30-14:30
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.
Submissions webinar for landlords with less than 1000 homes
Date: 11 June 2024
Time: 10:00-11:00
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.
Centre for Learning webinar recordings
Annual complaint handling and service improvement report webinars
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. They are an opportunity to demonstrate openness, transparency and accountability to residents
Our webinars cover the annual report requirements, offering key considerations for landlords and directing them to helpful resources.
Self-assessment webinar
The purpose of the self-assessment is to set out how landlords demonstrate their complaint handling service complies with the provisions of the Complait Handling Code.
In addition, the self-assessment supports landlords to inform residents about service provision.