The Housing Ombudsman has devised a Complaint Handling Code, which provides a framework for high-quality complaint handling and greater consistency across landlords’ complaint procedures. It's designed to help landlords to resolve resident complaints quickly and review learnings to improve services.
The Housing Ombudsman expects landlords to carry out regular self assessments against the Code and take appropriate action to ensure their complaint handling is in line with the framework. Hastoe's complaints self assessment can be viewed below.
We have included a report about our Complaints Handling during 2022-23 in the Annual Report for Tenants.
Complaint Handling Code Self Assessment 2023
Complaint Handling Code Self Assessment 2023Size: 427Kb Type: PDF