The Housing Ombudsman Complaint Handling Code Consultation

The Housing Ombudsman has launched its consultation on the Complaint Handling Code as part of it becoming a statutory requirement under the Social Housing (Regulation) Act 2023.

The Housing Ombudsman has also partnered with the Local Government and Social Care Ombudsman to extend the Code across all local government functions to promote effective complaint handling.

For councils who are landlords, this will end the two-tier system with housing management and corporate complaints.

For social landlords already under the Complaint Handling Code, there will be few changes with the main provisions of proposed statutory Code unchanged.

While social landlords have had to meet the obligations within the Code since it was introduced three years ago, under a statutory Code landlords will have to demonstrate they are meeting the requirements of the Code, including submitting their completed self-assessment to the Housing Ombudsman, and the Ombudsman will have new powers under its duty to monitor to hold landlords to account on complaint handling.

Join this session to share your views.  The Housing Ombudsman is keen to hear from landlord staff and tenants across the sector as part of the consultation and you can use this webinar to ask questions that are not answered by its FAQs.

Please note, we will not be taking any other case queries at this event, solely Complaint Handling Code consultation questions.

The session will be led by Verity Richards, Housing Ombudsman, Head of Dispute Support.

How do I join the event?

We will be delivering this webinar on Zoom.  In advance of the session, you will be sent a unique URL to join the event before it begins. 

If you need further information, please email


Thu 2nd Nov 2023, 11:00am - 12:00pm

Event URL:


The Housing Ombudsman Complaint Handling Code Consultation
Membership Staff Tenant
This event is members only.

Event Contact

Name: Lisa Holt


Phone: 0161 868 3500

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