Complaint Handling Code consultation 2023

This page contains everything you need to know about the Complaint Handling Code consultation taking place between 28 September 2023 and 23 November 2023.

This consultation is now closed. We will be looking over all the submissions and providing a response in due course.

The Social Housing (Regulation) Act 2023 (the Act) places the Complaints Handling Code (the Code) onto a statutory footing. It also puts a duty on The Housing Ombudsman Service (HOS) to monitor compliance with the Code.

We are seeking views about: 

  • the Code and whether any further improvements can be made to this
  • our outline proposals for monitoring compliance and whether these are transparent, proportionate, and fair
  • what else we might need to consider in fulfilling our new duty effectively and efficiently

The HOS and Local Government and Social Care Ombudsman (LGSCO) have decided to adopt the Code jointly. This will lead to a more consistent experience of complaint handling across housing and key local services.  

This development does not result in major changes to our Code, but we have drawn out for members the main impact for them around the time residents will have to bring complaints and are seeking views about this. 

The helpful links on the right-hand side summarise what we are proposing.

If you have any other questions please use the email below.


Please include 'Complaint Handling Code consultation' in your subject line.