UPDATE from Housing Ombudsman | The Almshouse Association

Housing Ombudsman Complaints Handling Code

NOTE: Applicable only to Registered Providers/Housing Ombudsman Members

The Almshouse Association understands that the Housing Ombudsman (HO) has sent an email to their members informing them that there has been a change in the submission date for year 2, which will mean that most members will not have to provide their year 2 annual submission until 6 months after their financial year end instead of 3 months.

Below is the email that has been sent to members today along with links to all the additional new guidance.

COPY OF EMAIL FROM HOUSING OMBUDSMAN TO HO MEMBERS
Changes to Complaint Handling Code 2025-26 annual submission dates Dear landlord, Thank you for completing the Complaint Handling Code annual submission form for 2024-25. It was an important process, which fulfils your statutory requirements against the Complaint Handling Code. Feedback captured during a review of the process found the submission timescale challenging to meet due to various operational requirements. We also carried out extensive engagement work through in-person events and surveys to further understand the barriers landlords faced. We have listened to your feedback and made some changes for 2025-26: – submissions for landlords with over 1,000 homes to be provided by 30 September each year – submissions for landlords with under 1,000 homes to be provided within 6 months after their financial year-end – we have a new and updated annual submission form for 2025-26, which is now accepting submissions – please note the self-assessment questions have not changed – we are developing more tools for the Member Responsible for Complaints and the next conference is 15 October 2025 – registration for this will be available soon – we have revised guidance and new FAQs to support landlords to complete the submission for 2025-26. _____________________________________________________________________________________________________________ Link to: New Complaint Handling Code annual submission form 2025-26 Link to: Guidance and supporting information ____________________________________________________________________________________________________________ Complaint handling Code annual submission 2024-25 For landlords still due to submit for year 1, please continue to do so using the 2024-25 submission form. ____________________________________________________________________________________________________________ Helpful links for year 2 submissions: – https://www.engage.housing-ombudsman.org.uk/complaint-handling-code-annual-submissions-form-2025-26 – Complaint Handling Code Annual Submissions Form – Guidance on annual submissions – Self-assessment guidance – Complaint Handling Code 2024 FAQs

COPY OF EMAIL FROM HOUSING OMBUDSMAN TO HO MEMBERS

Changes to Complaint Handling Code 2025-26 annual submission dates

Dear landlord,

Thank you for completing the Complaint Handling Code annual submission form for 2024-25. It was an important process, which fulfils your statutory requirements against the Complaint Handling Code.

Feedback captured during a review of the process found the submission timescale challenging to meet due to various operational requirements. We also carried out extensive engagement work through in-person events and surveys to further understand the barriers landlords faced.

We have listened to your feedback and made some changes for 2025-26:

– submissions for landlords with over 1,000 homes to be provided by 30 September each year

– submissions for landlords with under 1,000 homes to be provided within 6 months after their financial year-end

– we have a new and updated annual submission form for 2025-26, which is now accepting submissions – please note the self-assessment questions have not changed

– we are developing more tools for the Member Responsible for Complaints and the next conference is 15 October 2025 – registration for this will be available soon

– we have revised guidance and new FAQs to support landlords to complete the submission for 2025-26.
_____________________________________________________________________________________________________________

Link to: New Complaint Handling Code annual submission form 2025-26

Link to: Guidance and supporting information

____________________________________________________________________________________________________________
Complaint handling Code annual submission 2024-25

For landlords still due to submit for year 1, please continue to do so using the 2024-25 submission form.

____________________________________________________________________________________________________________
Helpful links for year 2 submissions:
– https://www.engage.housing-ombudsman.org.uk/complaint-handling-code-annual-submissions-form-2025-26
– Complaint Handling Code Annual Submissions Form
– Guidance on annual submissions
– Self-assessment guidance
– Complaint Handling Code 2024 FAQs

NOTE: A meeting is due to take place between The Almshouse Association and the HO at the end of this month when we will be discussing ways in which the whole process can be made simpler and more proportionate for our member almshouse charities.

posted 30 April 2025