The Housing Ombudsman produced a new code for improved complaints handling on 7th July.
Here are some points of suggested action from his speech at the CIH Governance Conference:
- Adopt the code https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/07/Complaint-Handling-Code.pdf
- Landlords must self-assess against the Code by 31 December 2020 and publish the results – see the code for the proforma
- All should review current complaints procedures/policies to match the code
- The Tenant experience should to be woven into compliant decision making
- Complaints provide inside on strategic approach as well as operational actions – understand how to use them for governance assessments on how the work of the Board is translating down in terms of delivery
- If contractors deliver your housing services, landlords are responsible for them
- Ensure enough Board time is spent on complaints performance and risk
- Demonstrate learning from complaints –use the information you have, to demonstrate change due to resident feedback. Show the Housing Ombudsman how do you share this with residents share with residents
- Housing Ombudsman will start Public Reporting on failure orders https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/07/Guidance-on-complaint-handling-failure-orders.pdf (naming and shaming offending housing providers