We’ve published new guidance notes aimed at assisting landlords with policies and in responding to complaints.
These guides cover the key elements we would expect to see in landlords’ policies and will help landlords to develop their policies to reflect what we consider to be best practice. They include:
- Complaints policy
- Compensation policy
- Anti-social behaviour policy
- Managing unacceptable behaviour policy
We have also developed guidance for landlords on responding to a complaint. It includes a list for landlords when investigating and responding to complaints through their complaints procedure and offers advice on issues we expect them to consider when responding to a complaint.
As part of the new guidance we have produced an example of a response to complaints letter attached as a word document for downloading and adapting as needed.
We regularly update information about our services and polices to promote transparency and encourage best practice.