Housing complaints annual report 2024/2025
Complaint Handling Code - self assessment
The Social Housing (Regulation) Act 2023 empowered the HOS to issue a code of practice about the procedures members of the scheme should have in place for considering complaints. It also placed a duty on the HOS to monitor compliance with the Complaint Handling Code. Social landlords are required to self-assess against the code, identifying any area of non-compliance.
It is planned to carry out the self-assessment with a focus group of tenants and leaseholders in July of this year.
In line with HO requirements, the self-assessment will be published on the council's website. It is also a requirement that social landlords demonstrate compliance through an annual submissions process. This must be completed by 30 September 2025.