Ombudsman publishes first lessons from complaint handling code

The Housing Ombudsman has highlighted lessons for the sector in its first report on the complaint handling code, which became a legal requirement in April 2024.

In its findings from the first two years of annual submissions from landlords, the watchdog has identified common weaknesses in complaint policies.

These include clearly defining the complaint at the acknowledgment stage; setting out when a complaint may be extended and by how long; offering escalation or recognising ongoing dissatisfaction with a service request as a complaint; and the application of exclusions, including how residents’ behaviour is managed.

Richard Blakeway, Housing Ombudsman, said: “[The report] asks landlords to reflect on the appropriate complaints model for their organisation.

”The code is largely principle-based, and several models would be compatible with it. But it is reasonable to conclude that a fully decentralised complaints model poses risks for landlords and a barrier to actioning learning.

“Given complaints remain high and escalate to later stages, focus is needed on making the most of stage 2. The code allows for double the time to handle, but too often the review is inadequate.”

The ombudsman’s complaint handling code was introduced to address the “postcode lottery” social housing residents experience in the quality of service they receive after making a complaint.

The code sets universal standards by defining what a complaint is and the process and timescale for handling. It also aims to increase governance and oversight through the creation of the member responsible for complaints role in landlords’ governing bodies.