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: