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Housing Ombudsman and Local Government Social Care Ombudsman- Complaint Handling Code Consultation 2023
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Consultation has concluded
Housing Ombudsman:
The aim of the Complaint Handling Code is to resolve complaints quickly and for organisations to learn from where things have gone wrong for individuals to make service improvements for the benefit of all. It also acts as a guide for anyone that wants to complain because it sets out what they should expect from the complaints process.
The Social Housing (Regulation) Act 2023 (the Act) places the Complaints Handling Code (the Code) onto a statutory footing. It also puts a duty on The Housing Ombudsman Service (HOS) to monitor compliance with the Code.
The Housing Ombudsman is running a consultation from 28th September to 23rd November 2023 to seek views on:
The Code and whether any further improvements can be made to this
The outline proposals for monitoring compliance and whether these are transparent, proportionate and fair. And what else they might need to consider in fulfilling the new duty effectively and efficiently.
The HO suggests reading the consultation document before completing the survey. This development does not result in major changes to the Code, but the HO has set out the main impact for Organisations around the time residents will have to bring complaints and are seeking views about this.
Local Government Social Care Ombudsman:
The Housing Ombudsman (HO) and Local Government and Social Care Ombudsman (LGSCO) have decided to adopt the Code jointly. This will lead to a more consistent experience of complaint handling across housing and key local services.
For more information on the Joint Complaint Handling Code, please click here.
Feedback on the consultation will influence how social housing landlords and councils' complaint handling services are provided to over 28 million households.
If you are a social housing tenant, leaseholder or shared owner and would like to take part in the consultation, please visit the Housing Ombudsman consultation page. All other residents can have their say by visiting the Local Government Social Care Ombudsman consultation page. Please note this consultation is being led by the Housing Ombudsman and the Local Government and Social Care Ombudsman, not West Lancashire Borough Council.
The consultation closes on 23rd November 2023.
Housing Ombudsman:
The aim of the Complaint Handling Code is to resolve complaints quickly and for organisations to learn from where things have gone wrong for individuals to make service improvements for the benefit of all. It also acts as a guide for anyone that wants to complain because it sets out what they should expect from the complaints process.
The Social Housing (Regulation) Act 2023 (the Act) places the Complaints Handling Code (the Code) onto a statutory footing. It also puts a duty on The Housing Ombudsman Service (HOS) to monitor compliance with the Code.
The Housing Ombudsman is running a consultation from 28th September to 23rd November 2023 to seek views on:
The Code and whether any further improvements can be made to this
The outline proposals for monitoring compliance and whether these are transparent, proportionate and fair. And what else they might need to consider in fulfilling the new duty effectively and efficiently.
The HO suggests reading the consultation document before completing the survey. This development does not result in major changes to the Code, but the HO has set out the main impact for Organisations around the time residents will have to bring complaints and are seeking views about this.
Local Government Social Care Ombudsman:
The Housing Ombudsman (HO) and Local Government and Social Care Ombudsman (LGSCO) have decided to adopt the Code jointly. This will lead to a more consistent experience of complaint handling across housing and key local services.
For more information on the Joint Complaint Handling Code, please click here.
Feedback on the consultation will influence how social housing landlords and councils' complaint handling services are provided to over 28 million households.
If you are a social housing tenant, leaseholder or shared owner and would like to take part in the consultation, please visit the Housing Ombudsman consultation page. All other residents can have their say by visiting the Local Government Social Care Ombudsman consultation page. Please note this consultation is being led by the Housing Ombudsman and the Local Government and Social Care Ombudsman, not West Lancashire Borough Council.
