Duty to monitor
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About our duty to monitor
Our Complaint Handling Code is a statutory requirement which means we have a legal duty to check whether landlords follow it.
We do this through a range of monitoring activities, including:
- checking annual submissions meet the requirements of the Code
- reviewing individual landlord self-assessments and complaint reports
- conducting policy reviews
For questions about the annual submission and the Code, email compliance@housing-ombudsman.org.uk.
Annual submissions
Use our annual submissions page to access everything you need to complete the annual submission. From the latest online form to key deadlines so you can stay compliant.
It also brings together guidance, training modules, and support on completing the form and uploading required documents, helping you submit quickly, avoid errors, and clearly demonstrate compliance.
When we receive your annual submission
As part of the annual submission, we review your published self-assessment, annual complaints report, and complaints policy against our minimum requirements for submission.
Minimum requirements
Your annual submission must meet our minimum requirements. Here is what we need from you.
Self-assessment
- Complete all evidence or commentary/ explanation columns in full. If you record ‘n/a’ you must provide a comment or explanation.
- If you state non-compliance anywhere in section 8, give your reason and the date you will meet compliance
- If you state compliance in section 8, provide your final published documents, not drafts.
Annual report
- Provide a link to show the report is published on your website.
- The report must cover the full previous financial year.
- Explain any missing data during the 12-month period.
Governing body statement
- Provide a separate statement. We do not accept minutes of meetings.
- Show evidence the statement is published. If it is included in the annual report, make the section clearly identifiable.
Complaint policy
- Your policy must be published. We can accept a draft if you provide a publication date.
- Group structures must make it clear which landlord the policy relates to.
If you cannot meet the minimum requirements
If you cannot show compliance with a provision of the Code in your self-assessment, provide an action plan. This must clearly set out how and when (provide date) you will reach compliance.
We will give you a deadline to submit all required documentation. If you do not meet this deadline, we will issue a Complaint Handling Failure Notice (CHFN).
Landlord policy reviews
Over the next 3 years, we will review every member landlord’s complaint policy. We will let landlords know when your review will take place.
Why are we doing this?
We will check that your policy meets the expectations of the Code. This includes how you raise awareness, how residents access the process and how you manage complaints.
What happens if your policy does not comply?
We will set out our findings and give you recommendations. You will have until your next annual submission to make the changes and ensure your policy is complaint with the Code.
After your next annual submission, we will review your policy again to check you have made the changes. If the changes have not been made, we will continue to work with you.
Where we find significant non-compliance, we will ask to meet with you sooner to discuss our recommendations. This will help you update your policy sooner than the next annual submission.
If you do not comply with or engage with our policy review recommendations, we will issue a Complaint Failure Handling Notice (CHFN). We will also refer the landlord to the Regulator of Social Housing (RSH).
Issuing a Complaint Handling Failure Notice
As part of our duty to monitor compliance with the Code, we will issue a Complaint Handling Failure Notice (CHFN) where:
- you do not meet the requirements of your annual submission, either by not submitting or by not providing the correct documentation and evidence
- you do not implement our recommendations during the policy review process
We previously issued Complaint Handling Failure Orders (CHFOs) in these circumstances. We changed to CHFNs to reflect our commitment to early resolution and working constructively with landlords to achieve compliance.
In these circumstances, we used to issue a Complaint Handling Failure Order (CHFO). We have made the change to reflect our commitment to early resolution and constructive engagement. It supports landlords in achieving compliance with the Code.
Before we issue a CHFN, we will take reasonable steps to engage with you. We will set out what action is required and when.
Centre for Learning
There is a range of Code compliance microlearning modules available on the Learning Hub for landlords.
Annual self-assessment
Get confident with your annual self-assessment.
This module shows you each step so you can complete it clearly and confidently.
Annual submissions
Understand and master your annual submissions with ease.
This quick course breaks down each step. It helps you stay compliant, meet deadlines, and submit confidently.
Annual complaints performance and service improvement report
Create your annual report with confidence. This short microlearning shows you what to include and how to structure it.
It helps you cover the right period, present your complaint data clearly, and explain any service improvements. It also gives examples for common situations, including when you received no complaints, and answers frequent questions.
Governing body’s response
Discover the key requirements of the governing body’s response in just 15 minutes.
This microlearning covers:
- what should be included
- examples
- how to provide a response
- who provides the response
- publishing requirements