The Social Housing Regulation Act 2023 has officially become law. As part of this it will become a legal requirement for housing providers to follow the Complaints Handling Code produced by the Housing Ombudsman Service (HOS). The HOS are currently consulting on the revised code before it is published.

How to get involved

The HOS are currently seeking views on:

  • The Code and whether any further improvements can be made to it
  • The ways they are planning to make sure that housing providers stick to it in a fair and consistent way.

The HOS’s main objectives for doing this are to increase awareness and access to landlords’ complaints services; improve consistency and fairness of complaint handling across all housing providers and to improve transparency and accountability of complaints for customers.

You can find a summary of the full consultation information here as well as frequently asked questions that will help you to respond. The HOS are asking social housing customers to take part in their consultation as their views are vital to improving complaint handling.

You can take part now until 23 November 2023.