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While no member wants to be in a position where a resident feels the need to complain, we fully recognise the importance of having clear and effective policies and procedures for dealing with complaints.
On behalf of members, PlaceShapers has responded to the Housing Ombudsman's consultation on the Complaint Handling Code.
PlaceShapers Chief Executive Catherine Ryder said: "While no member wants to be in a position where a resident feels the need to complain, we fully recognise the importance of having clear and effective policies and procedures for dealing with complaints.
"While we welcome the clarity that the Complaint Handling Code brings, our response sets out areas where we think further clarity or amendment would help meet the aim of bringing further transparency and consistency to landlord’s complaint handling in general.
"Our response has been informed by conversations with, and input from, members. We are grateful for the open and constructive way the Housing Ombudsman has engaged with our members on the Complaint Handling Code and welcome the opportunity to respond to this consultation."
The consultation is part of the process of the Code becoming a statutory requirement under the Social Housing (Regulation) Act 2023.
While social landlords were expected to meet the requirements set out in the Code since it was introduced three years ago, under a statutory Code landlords will have to demonstrate they are meeting these requirements, including submitting their completed self-assessment to the Housing Ombudsman, and the Ombudsman will have new powers under its duty to monitor and hold landlords to account on complaint handling.
