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
Landlords guidance
Use these guidance notes to make handling complaints clearer and more effective.
All topics reflect the issues we see most often in landlord complaint handling, so the guidance supports real‑world learning.
These resources help you resolve issues promptly and improve outcomes for residents.
Resident support guides
Use these guides to make the complaints process easier and clearer.
All the topics covered in these support guides are based on the issues we see most often in complaint handling, so the guidance is directly relevant to real situations.
These resources give you the confidence to raise issues and get them resolved.
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.
The Complaint Handling Code
The Complaint Handling Code
The Complaint Handling Code (the Code) sets out best practice for landlords to handle resident complaints effectively. The Code helps to:
- create a positive complaints culture
- strengthen landlord-resident relationships
- ensure residents know their rights to complain
In April 2024, The Social Housing (Regulation) Act 2023 made the Code a legal requirement for landlords to follow. We check their complaint procedures and responses comply.
Annual submissions and self-assessments
Each year, landlords must complete a form to:
- measure their complaint handling performance
- self-assess against the Code
- demonstrate compliance
Landlords must send us:
- an annual complaint handling and service improvement report
- a response to the report from the governing body
- evidence of website publication (or suitable alternative)
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
These podcasts refer to Complaint Handling Failure Orders (CHFOs), which was our process at the time of publication. We now issue Complaint Handling Failure Notices (CHFNs) in these circumstances.
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.