Housing Ombudsman & Local Government and Social Care Ombudsman launch consultations on joint Complaint Handling Code

The Housing Ombudsman and Local Government and Social Care Ombudsman have come together to launch consultations on a joint Complaint Handling Code.  

With the Housing Ombudsman already applying a code, the consultation forms part of it becoming a statutory requirement under the Social Housing (Regulation) Act 2023. It is intended that there will be few changes, with the main provisions of the proposed statutory code unchanged. The Housing Ombudsman is seeking views about:

1. The code and whether improvements can be made to the same. 
2. The proposals for monitoring compliance and whether these are transparent, proportionate and fair. 

In relation to the Local Government and Social Care Ombudsman, the consultation sees a code being introduced for all local government functions. 

Under a statutory code, landlords will need to demonstrate that they are meeting the requirements of the code, to include submitting self-assessments to the Housing Ombudsman. The code is set to introduce new powers to hold landlords to account on complaint handling. 

“Effective complaint handling is essential for landlords and an indicator of culture and behaviours. The Code helps organisations to get it right – to build relationships with residents, horizon scan and manage risks, promote organisational learning and develop services."- Richard Blakeway, Housing Ombudsman. 

The consultation will run from 28 September to 23 November 2023, with Chief Executives of all local councils in England being invited to respond. There is also an opportunity for the public to respond. It is intended that the code will become statutory from 1 April 2024. 

More information on the consultations can be found here. Should you have any queries, please do not hesitate to contact Victoria Smith.