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 - 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.
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 information about the Complaint Handling Code annual submissions process and links to complete the form.
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.
Governing body’s statement microlearning
Our latest microlearning module outlines the key requirements of the governing body’s statement in just 15 minutes.
It covers:
- what should be included in the governing body’s response
- examples of governing body statements
- how to provide the governing statement response
- who provides the governing body’s statement
- publishing the governing body’s statement
Annual self-assessment microlearning
This short microlearning module provides an overview of the annual self-assessment process.
It covers:
- the purpose of the self-assessment
- completing the self-assessment (with a practical example)
- the review of current practises
- gathering and documenting evidence
- scrutinising and challenging the self-assessment
- publishing the self-assessment
- submitting the self-assessment to the Ombudsman
- failure to complete or submit the self-assessment
Annual complaints performance and service improvement report
The aim of this microlearning is to provide landlords with a guide on how to produce the Annual Complaints Performance and Service Improvement Report.
We share:
- what period the report should cover
- what information to include
- examples of how to show complaint handling when there were no complaints, and service improvements
- frequently asked questions
Complaint handling microlearning series
Our new series of microlearning courses help landlords understand complaint handling and how to meet Code requirements. Each course takes 10 to 15 minutes to complete.
The microlearning in this series cover:
- Accessibility and awareness
- Complaint and escalation exclusions
- Effective complaint correspondence
- Service requests
- Complaints involving insurance
Complaint Handling Code
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 e-learning
Our dispute resolution modules help you resolve issues early.
Module 1 covers three key principles:
- be fair
- put things right
- learn from outcomes.
Module 2 shows how to apply these principles to manage complaints about repairs, antisocial behaviour, and unacceptable behaviour.
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.
Landlord Learning Hub
Centre for Learning online platform
The Learning Hub is the Centre for Learning’s dedicated training platform. It is exclusively available for member landlords of the Housing Ombudsman Scheme.
All landlords are required to create an account to access the 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.