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Have your say on complaint handling: your opinion matters

Have your say on complaint handling: your opinion matters

Please note, the consultation has now closed and the Housing Ombudsman is expected to share the outcomes from the consultation, in February 2024.


The Housing Ombudsman and Local Government and Social Care Ombudsman want to hear from you about potential improvements to their Complaint Handling Code and related matters that may impact you.

To learn more and participate in the questionnaire, visit

The Housing Ombudsman investigates complaints and resolves disputes involving tenants and leaseholders of social landlords. This service is independent and impartial, working with the Local Government and Social Care Ombudsman and the Regulator of Social Housing to ensure consistent practices.

The Housing Ombudsman and Local Government and Social Care Ombudsman have decided to jointly adopt the Complaint Handling Code, and want to know if you think it can be improved and how they can best monitor compliance with it.

The purpose of the Code is to help resolve complaints swiftly and prompt service improvements where necessary. It also serves as a guide for customers who wish to make a complaint, outlining what to expect from the process.

The Code and this consultation strive for consistent complaint handling experiences across housing and local services. Regardless of whether your landlord is a council, arm’s length management organisation (ALMO), cooperative, or housing association, social housing tenants should have similar expectations and experiences.

The consultation is open until Thursday 23 November and comes before the Code becomes a statutory requirement under the Social Housing (Regulation) Act 2023.

Learn more and get involved at

You have the option to give your views anonymously, or provide feedback via phone or email if you prefer. All details can be found on the webpage above.

We want you to be happy with our services

We want to know when we get things right or wrong, to build on what’s working well and to learn and improve from our mistakes.

You can give us your feedback in different ways. More info here:

And you can read about how we’re learning and improving through complaints, here:

Thank you.