The Housing Ombudsman has published a new Complaints Handling Code which is effective as of 1 January 2021. The purpose of the Housing Ombudsman’s Complaint Handling Code is to enable us to resolve complaints quickly and to use the learning from complaints to improve services.
We are committed to providing an excellent complaints service based on the Ombudsman's code and best practice.
We have carried out a self-assessment against the new code and have made changes to our policy and procedure to make sure we comply with it. A copy of our self-assessment can be viewed here.
You have the right to contact the Housing Ombudsman service at any point if you are having difficulty reporting your concerns or are dissatisfied with the service you receive.
We always aim to resolve a complaint ourselves within our internal process. We recognise sometimes this is not possible. At the end of our internal process, you may can ask the Housing Ombudsman Service to investigate your complaint.
Before approaching the Housing Ombudsman, you will need to contact a designated person. A designated person is a person who can refer a complaint to the Housing Ombudsman, in accordance with the Localism Act 2011.
A designated person can be an MP or a local Councillor.
A designated person can review a complaint themselves or refer the complaint directly to the Housing Ombudsman Service.
Alternatively, once eight weeks has passed since the complaint was closed you can approach the Housing Ombudsman directly.
The contact details for the Housing Ombudsman are:
Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ