TWO HOUSES SUPPORTING INDEPENDENT LIVING FOR OLDER PEOPLE IN SIDMOUTH, DEVON, UK
Housing Ombudsman and Complaint Handling Code
In July 2020, the Housing Ombudsman published a Complaint Handling code. The code aims to ensure fair and effective complaint handling, promote a positive complaints culture and to embed complaint learning. The Housing Ombudsman provides more information on their website about the Complaint Handling Code.
Self-Assessment
The Housing Ombudsman requires all landlords to complete a self-assessment against the Code, which we updated March 2025. You can read our self-assessment here
Complaints & Service Improvement report
Tenant Satisfaction Measures
As part of our annual self-assessment for the Complaint Handling Code please see our Annual Complaints Performance and Service Improvement Report
Tenant Satisfaction Measures (TSM’s) were introduced as part of the Social Housing Regulation Act. The Regulator of Social Housing uses the measures to make sure that all social landlords are looking after their homes, keeping people safe, effectively handling complaints, and treating customers with fairness and respect. You can read our latest feedback review report here.
Housing Ombudsman
You have the right to access the Housing Ombudsman Service throughout the duration of your complaint. They will offer you support and guidance throughout the complaint process and will ensure we remain compliant with Complaint Handling Code.
The contact details for the Housing Ombudsman Service are:
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Postal address: The Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
Response
Please see our Member Responsible for Complaints response in our Annual Complaints Performance and Service Improvement Report