Decision details
Decision Maker: Housing & Planning Portfolio Holder
Decision status: Recommendations Approved
Is Key decision?: No
Is subject to call in?: Yes
Decision:
To approve amendments to the Housing
Complaints Policy in order to meet the requirements of the Housing
Ombudsman's revised Complaint Handling Code.
Reasons for the decision:
To meet the requirements of the Housing
Ombudsman's revised Complaint Handling Code which came into force
on 1 April 2024.
Alternative options considered:
Not to revise the Policy. However, the Housing
Ombudsman expects all members to comply with all provisions in the
Code as this represents best practice in complaint handling. The
Social Housing (Regulation) Act also placed a duty on the Ombudsman
to monitor compliance with their code.
Where a landlord does not meet the requirements of the Code in any
areas and does not move into compliance within a reasonable
timescale, the Ombudsman will issue a Complaint Handling Failure
Order and publish this.
Publication date: 03/04/2024
Date of decision: 03/04/2024
Effective from: 11/04/2024
Accompanying Documents:
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