Complaint Handling Code annual submissions
About the Complaint Handling Code annual submission
The Housing Ombudsman’s Complaint Handling Code became statutory on 1 April 2024 following a consultation with landlords, residents and other bodies.
Part of the new statutory nature of the Code means that landlords are required to submit an annual submission form of their performance against the Code to ensure they are compliant.
Helpful Links
Guidance for landlords
The information on the guidance pages is for those looking to complete the 2025-26 annual submission form.
For guidance and support completing the 2024-25 annual submission contact compliance@housing-ombudsman.org.uk.
Guidance on annual submissions
The purpose of the annual submission is to enable the Ombudsman to monitor landlords’ compliance with the Code. It ensures that all landlords provide information in a consistent way that allows effective analysis and insight into compliance with the Code.
Guidance on self-assessments
The purpose of the self-assessment is to set out how landlords demonstrate their complaint handling service complies with the provisions of the Code. In addition, the self-assessment also supports landlords to inform residents about service provision.
The Complaint Handling Code annual submissions form
The Complaint Handling Code annual submissions form 2025-26
We have a new and updated annual submission form for 2025-26, which is now accepting submissions.
To complete the form, landlords are required to create a login and once registered, landlords can access the form multiple times before submitting.
The form should take between 15 and 30 minutes to complete.
Centre for Learning webinar recordings
Please note: these webinar recordings relate to submissions for 2024-25.
For the latest information and guidance on annual submissions for 2025-26 please view the Complaint Handling Code annual submissions form webpage.
Annual complaint handling and service improvement report webinars
Within the new Complaint Handling Code and self-assessment there is now a mandatory requirement to complete an annual complaint handling and service improvement report. They are an opportunity to demonstrate openness, transparency and accountability to residents
Our webinars cover the annual report requirements, offering key considerations for landlords and directing them to helpful resources.
Self-assessment webinar
The purpose of the self-assessment is to set out how landlords demonstrate their complaint handling service complies with the provisions of the Complait Handling Code.
In addition, the self-assessment supports landlords to inform residents about service provision.