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Compliance with the Housing Ombudsman’s Complaint Handling Code

26th Jun 2024

What is the Housing Ombudsman’s Complaint Handling Code?

The Housing Ombudsman’s Complaint Handling Code sets out the statutory requirements for landlords to effectively and fairly respond to complaints. One of the main aims of the Code is to enable a positive complaints culture across the social housing sector. For residents, the Code is a guide of what can be expected when a complaint is made to a landlord.

Have Newlon shown compliance with the Code?

We can share with you that are largely compliant with the Code and our Complaints Policy and Complaints Procedure have been updated to reflect this. We have an Action Plan in place which will address any gaps identified, arising from the Code. 

We have now updated the complaints section on our website to include our:

Please see the information below for a quick snapshot of how we are performing, how we are learning from complaints and how we are improving the way we communicate with our residents.

More information from the Housing Ombudsman

Please follow the link to the Housing Ombudsman website where you will find more information about the Complaint Handling Code.

Why not watch this helpful video that explains what the Complaint Handling Code is.