New Ombudsman report identifies lessons from monitoring the Complaint Handling Code
28 July 2026
We have released our first report looking at insights from our duty to monitor compliance against the Complaint Handling Code.
We have released our first report looking at insights from our duty to monitor compliance against the Complaint Handling Code.
The report highlights the journey in complaint handling from before the Code’s introduction to now. From being a ‘postcode lottery’ to formed timescales. To a lack of resources and systems into ethical complaint handling.
We set out our findings from the first 2 years of annual submissions. This includes key learning from this to help landlords with future submissions.
We have seen positive examples of landlords engaging with residents as part of this process.
The report also shares learning from our complaint policy reviews.
Reviews have identified common weaknesses in complaint policies, particularly in relation to:
- clearly defining the complaint at the acknowledgment stage
- setting out when a complaint may be extended and by how long
- offering escalation or recognising ongoing dissatisfaction with a service request as a complaint
- the application of exclusions, including how residents’ behaviour is managed
We explain these key themes in more detail and share learning for landlords.
Learning from Duty to Monitor report
Complaint handling training on the Learning Hub
Richard Blakeway, Housing Ombudsman, said: “The introduction of the Complaint Handling Code was a landmark change for social housing residents, giving them stronger rights and clearer routes to resolve complaints.
“This report shares several lessons. It asks landlords to reflect on the appropriate complaints model for their organisation. The Code is largely principle-based, and several models would be compatible with it. But it is reasonable to conclude that a fully decentralised complaints model poses risks for landlords and a barrier to actioning learning.
“Given complaints remain high and escalate to later stages, focus is needed on making the most of stage 2. The Code allows for double the time to handle, but too often the review is inadequate.
“Upskilling those handling stage 2 complaints, using the right information to make fair, non-defensive decisions and ensuring commitments are completed are important steps to make this part of the process more robust. Other areas for landlords to consider are exclusions to make sure these are fair and proportionate.
“There is room for improvement but, overall, complaint handling across social housing has transformed since the introduction of the Code. This reflects a commitment shown by most landlords to embedding a positive complaints culture.”