Complaint handling
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What is good complaint handling?
The Complaint Handling Code became law in April 2024, so understanding good complaint handling matters more than ever.
A landlord achieves good complaint handling by following the Complaint Handling Code.
Compliance with the Code is most effective when you operate within our dispute resolution principles. They are:
- be fair – treat people fairly and follow fair processes
- put things right
- learn from outcomes
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
Learning from severe maladministration
Explore a collection of reports that reveal the most serious failings we see in landlord services. These reports highlight recurring issues in complaint handling.
Use this collection to learn from real cases, understand what went wrong, and apply practical lessons to improve your own services. Browse the full set of reports to find the topics most relevant to you.
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 Learning Hub
Your free training platform from the Centre for Learning
The Learning Hub gives you easy access to expert training designed for member landlords.
Create your account today and start using a wide range of resources to strengthen your complaint handling and meet the Code’s requirements.
Podcasts
Want to stay on top of any changes to the Complaint Handling Code?
This playlist explains what the updates mean for you and how they affect landlord compliance.
You’ll also find practical tips and resources to help complete your annual self-assessment and improve complaint handling.
Case studies
These case studies come from real cases we’ve handled. You can explore all published decisions via our online decision library, which we share to stay open and transparent.
No maladministration
In this case, the landlord handled the resident’s complaint quickly and followed the Complaint Handling Code. It also took extra steps to ensure accuracy and improve future services.
What the landlord did:
- responded to the complaint quickly and met all Code timescales
- resolved the issue without delay
- managed repair reports effectively and kept communication clear
- asked an independent contractor to check its findings
- took steps to prevent mistakes and improve outcomes for future residents
Severe maladministration
This case involved severe maladministration after long delays and poor communication left repairs unresolved. The landlord failed to respond to the complaint for 9 months, forcing us to intervene.
What happened:
- the resident reported repairs, and the landlord made some fixes
- 2 months later, the resident complained again as the issue continued
- over the next 6 months, the landlord gave no updates despite repeated messages from the resident
- we had to intervene to get the landlord to respond
- the resident escalated the complaint but waited 9 months for a reply
- the landlord’s final response was inadequate and did not address all issues
Resident information
Resident support guides
Use these guides to make the complaints process easier and clearer.
They help you understand your rights, know what steps to take, and get practical advice on repairs, complaint handling, and choosing the right Ombudsman.
These resources give you the confidence to raise issues and get them resolved.
When to get help from us
Not sure when to contact the Housing Ombudsman?
This page explains the right time to get help. It shows what steps you need to take first, what we can and cannot look at, and how we can support you if your landlord has not resolved your complaint.
Use it to understand your options and make sure your complaint reaches the right place.