Content

To approve amendments to the Housing
Complaints Policy in order to meet the requirements of the Housing
Ombudsman's revised Complaint Handling Code.

Reasons for the decision

To meet the requirements of the Housing
Ombudsman's revised Complaint Handling Code which came into force
on 1 April 2024.

Alternative options considered

Not to revise the Policy. However, the Housing
Ombudsman expects all members to comply with all provisions in the
Code as this represents best practice in complaint handling. The
Social Housing (Regulation) Act also placed a duty on the Ombudsman
to monitor compliance with their code.
Where a landlord does not meet the requirements of the Code in any
areas and does not move into compliance within a reasonable
timescale, the Ombudsman will issue a Complaint Handling Failure
Order and publish this.