The Housing Ombudsman has a statutory duty to monitor social housing providers' compliance with the complaints handling code.

• There must be a 2-stage complaint process.

• Written decisions must be issued in no more than:

• 10 working days during stage one

• 20 working days during stage two
  
  

This is counted from when a complaint is acknowledged. Complaints must be acknowledged within 5 working days.

The code requires that complaint handling procedures be easily accessible to tenants, clearly understandable, and widely publicised. This includes ensuring that information is available in different formats to accommodate various needs.

Simplicity

The procedures for making complaints should be straightforward, minimising bureaucracy and allowing complaints to be made through various channels, such as online forms, emails, and phone calls.

Timelines

The code emphasises prompt responses to complaints, with clear timelines set for each stage of the complaint process. It also mandates timely escalations when necessary to ensure that issues are resolved as quickly as possible.

Fairness & Impartiality

Complaint handling must be fair, with an impartial review of the facts without prejudice or assumptions. The code stipulates that staff handling complaints should be trained and competent, ensuring they can manage complaints effectively and impartially.

Clear outcomes should be provided as a result of the complaint process. Where appropriate, redress should be offered if the complaint is upheld. The code specifies that redress could include apologies, corrective actions, or even financial compensation.

Data Collection and Analysis

Registered providers are required to collect and analyse data on the complaints they receive. This data should be used to identify trends, understand the root causes of grievances, and implement changes to improve services.

Providers must be accountable for their actions and the decisions they make about complaints. This includes providing clear and reasoned decisions at each stage of the complaint process and allowing for further escalation where necessary.

Continuous Improvement

The code encourages continuous improvement in complaint handling processes. Housing providers are expected to learn from complaints and use the insights gained to improve their services and operations.

Compliance with the Statutory Complaint Handling Code is monitored by the Housing Ombudsman. Housing providers are expected to comply with the code as part of their regulatory requirements, and failure to do so can lead to interventions from the Ombudsman.

The code is designed to foster a culture of openness and responsiveness in the housing sector, ensuring that tenants' complaints are heard and addressed in a constructive manner. It aims to improve the overall quality of housing services and tenant satisfaction.