Decision details

The Housing Ombudsman's Complaint Handling Code promotes the progressive use of complaints, providing a high-level framework to support effective handling and prevention alongside learning and development. The Code aims to enable landlords to resolve complaints raised by tenants quickly and to use the learning from complaints to drive service improvements. The Ombudsman requires landlords to carry out regular self-assessments and take appropriate action to ensure compliance with the Code.

There is a requirement to publish the Self-Assessment Form annually, as from April 2024. The form has been published since 2024 with the introduction of the Code and there was a requirement to self-assess against the Code to ensure that it was being complied with. The Form has been published on the Council’s website. However, following Councils’ nationwide initial publication of the Form in 2024, the Housing Ombudsman had informed authorities that it would not hold them to account until 2025 for their performance against the Form. The Council was currently fully compliant with all areas of the Self-Assessment Form.

RESOLVED that the Housing Ombudsman’s Self-Assessment form be approved.

Reason

Publishing theSelf-Assessment Form would ensure compliance with the requirements of the Housing Ombudsman in relation to the Code.