Annual submissions form
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About the Complaint Handling Code annual submission
The Complaint Handling Code became statutory on 1 April 2024.
Part of the statutory nature of the Code means that landlords must submit an annual report on their performance. This annual submission makes sure that landlords demonstrate their compliance with the Code.
Helpful Links
Submission dates and key information
Key information for your annual submission:
- landlords with over 1,000 homes must submit the form by 30 September
- landlords with under 1,000 homes must submit the form within 6 months after their financial year-end
- we have a new and updated annual submission form for year 3 (2026-27), which is now accepting submissions - please note the form has been shortened to remove the questions relating to the self-assessment, following feedback
- we have not changed the requirements for the documents that you need to provide as part of the submission
Guidance and training
Guidance on annual submissions
You should refer to our guidance before completing your annual submission.
Guidance on annual submissions
Compliance training modules on the Learning Hub
Explore the training available for landlords on the Learning Hub. This includes a range of microlearning modules on landlord's compliance with the Code, including:
- annual submissions
- annual self-assessments
- annual complaints performance and service improvement report
- governing body’s response
Frequently asked questions
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What is an annual submission?
It is a statutory requirement for member landlords to provide an annual submission of their performance to demonstrate compliance against the Complaint Handling Code.
As part of the annual submission, landlords must provide a copy of its:
- complaints policy
- a published self-assessment
- annual complaints performance and service improvement report
- its governing body's response
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When will landlords have to complete the annual submission?
Landlords with over 1,000 homes need to submit the form by 30 September each year.
Landlords with under 1,000 homes need to submit the form 6 months after the financial year-end.
Landlords will receive notification from us confirming its submission date.
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Which reporting year does the data need to reflect?
Landlords must report on its complaint performance from the previous financial year.
For example, for year 3 submissions:
- a large landlord submitting on the 30 September 2026, the complaints report must cover its financial year April 2025 to March 2026
- a small landlord with a financial year end of 31 December 2026 must provide its annual submission no later than 30 June 2027 (6 months after its year-end) and the complaints report must cover the period 1 January 2026 – 31 December 2026
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What is a self-assessment?
Landlords must self-assess each year. This tests whether their policies and practices are compliant with the Complaint Handling Code.
The self-assessment is a way for landlords to evaluate their complaint procedure. This ensures consistency in complaint handling across all housing providers, regardless of its size or operating model.
Annual submissions form
The annual submissions form for year 2 and year 3 are available on our engagement platform.
To complete either form, landlords must register and create an account. Or you can use the same account from last year's submission.
Once registered, landlords can access the form multiple times before submitting.
They should take between 15 and 30 minutes to complete. You can save the form at the end of each page using the 'save and continue' function and return to it later.