Compliance with the Housing Ombudsman’s Complaint Handling Code

8th Jul 2025

Each year Newlon is required to report on our compliance with The Housing Ombudsman’s Complaint Handling Code.

The Code sets out best practice for complaint handling procedures in social housing and encourages landlords to ensure residents know how they can raise a complaint if things go wrong.

The Code became statutory on 1 April 2024, meaning that all members of the Housing Ombudsman Scheme are obliged by law to follow its requirements.

The Housing Ombudsman also has a legal duty to ensure landlords complaint procedures and responses are compliant with the Code.

Is Newlon compliant with the Code?

Newlon is compliant with the Code and you can now find our latest self-assessment to demonstrate this in the complaints section on our website.

In the complaints section you can also find our Annual Complaints and Service Improvement Report, which shows how we are performing in dealing with complaints, our Board’s response to this, the Housing Ombudsman’s landlord report for Newlon for 2024-2025, as well as information on our approach to learning from complaints and how to complain to us.