New Complaint Handling Code: Our new Code provides good practice for landlords on fair and effective complaint handling. See this page for details.

Dispute Resolution

These are our internal policies and guidance for staff published on our website for transparency

Guidance on group complaints

Read more Guidance on group complaints

Overarching dispute resolution guidance

Read more Overarching dispute resolution guidance

Policy and Guidance on remedies

Read more Policy and Guidance on remedies

Guidance on jurisdiction

Read more Guidance on jurisdiction

Guidance on local resolution

Read more Guidance on local resolution

Guidance on early resolution

Read more Guidance on early resolution

Guidance on investigation

Read more Guidance on investigation

Reasonable adjustments policy

Read more Reasonable adjustments policy

Unacceptable user action policy

Read more Unacceptable user action policy

Quality assurance policy

Read more Quality assurance policy

Policy on non-compliance with our orders

Read more Policy on non-compliance with our orders

Guidance on complaints involving insurance

Read more Guidance on complaints involving insurance

Guidance on reviews of determinations

Read more Guidance on reviews of determinations