The Almshouse Association would like to make members aware of the new Complaints Handling Code which has been published by the Housing Ombudsman Service.
The Code is meant to ‘a framework for high-quality complaint handling and greater consistency across landlords’ complaint procedures’. This new code is only applicable to those members who are Registered Providers and are therefore obliged to be registered with the Housing Ombudsman, or those who have voluntarily chosen to sign up.
The key areas of the code are:
- Universal definition of a complaint
- Providing easy access to the complaints
procedure and ensuring residents are aware of it, including their right to
access the Housing Ombudsman Service
- The structure of the complaints procedure – only
two stages necessary and clear timeframes set out for responses
- Ensuring fairness in complaint handling with a
resident-focused process
- Taking action to put things right and
appropriate remedies
- Creating a positive complaint handling culture
through continuous learning and improvement
- Demonstrating learning in Annual Reports
Members will be asked to self-assess against the Code by 31st
December 2020 and to publish their results. Failure to do so could lead to the
Ombudsman issuing a complaint handling failure order.
If you have any questions please do not hesitate to contact The Almshouse Association for assistance.
Posted 13th July 2020