Housing Ombudsman Complaints Handling Code

In September 2020 The Housing Ombudsman launched a new code for the way landlords treat complaints.

The purpose of the code is to enable landlords to resolve complaints raised by their residents quickly and to learn from complaints to drive service improvements. It will also help to create a positive complaint handling culture amongst staff and residents. The Ombudsman’s Complaint Handling Code sets out requirements for landlords that will allow them to respond to complaints effectively and fairly.

We are required to publish our self-assessment of our current performance against the code. 

You can contact the Housing Ombudsman at any time for support in helping to resolve a complaint.  The Housing Ombudsman Service is set up by law and is free, independent and impartial.

For advice and help to find a resolution you can contact the Housing Ombudsman at any time whilst your complaint is going through our complaints process, although the Ombudsman cannot make a formal decision on a case at this stage.

Please visit the Housing Ombudsman website  for more information, including contact details.

Redbridge Council self-assessment form

Completion date September 2022

Read the Self Assessment Complaints Handling Code for September 2022 (PDF 284KB)

Completion date 22 April 2021

1.	Definition of a complaint	Yes	No
	Does the complaints process use the following definition of a complaint?   "An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents".	Yes
	Does the policy have exclusions where a complaint will not be considered?	Yes
	Are these exclusions reasonable and fair to residents? Evidence relied upon.	Yes
2.	Accessibility
	Are multiple accessibility routes available for residents to make a complaint?	Yes
	Is the complaints policy and procedure available online?	Yes
	Do we have a reasonable adjustments policy?	Yes
	Do we regularly advise residents about our complaints process?	Yes
	Are multiple accessibility routes available for residents to make a complaint?	Yes
3.	Complaints team and process
	Is there a complaint officer or equivalent post?	Yes
	Does the complaint officer have the autonomy to resolve  complaints?	Yes
	Does the complaint officer have the authority to compel engagement from other departments to resolve disputes?	Yes
	If there is a third stage to the complaints procedure are residents involved in the decision making?	No. Designated Tenants Panel not used by residents.
	Is any third stage optional for residents?	Not applicable.
	Does the final stage response set out residents’ right to refer the matter to the Housing Ombudsman Service?	Yes
	Do we keep a record of complaint correspondence including correspondence from the resident?	Yes
	At what stage are most complaints resolved?	Stage one
4.	Communication
	Are residents kept informed and updated during the complaints process?		No

	Are residents informed of the landlord’s position and given a chance to respond and challenge any area of dispute before the final decision?	Yes
	Are all complaints acknowledged and logged within five days?	Yes
	Are residents advised of how to escalate at the end of each stage?	Yes
	What proportion of complaints are resolved at stage one?	79%
	What proportion of complaints are resolved at stage two?	18% (guesstimate)
	What proportion of complaint responses are sent within Code timescales? • Stage one Stage one (with extension) • Stage two Stage two (with extension)	Stage 1 (78%) 91/116   Stage 2 (83%) 20/24
	Where timescales have been extended did we have good reason?	We do not formally extend timescales. Cases go over the timeframe for various reasons.
	Where timescales have been extended did we keep the resident informed?	Not measured.
5.	Cooperation with Housing Ombudsman
	Were all requests for evidence responded to within 15 days?		No
	Where the timescale was extended did we keep the Ombudsman informed?	Yes
6.	Fairness in complaint handling
	Are residents able to complain via a representative throughout?	Yes
	If advice was given, was this accurate and easy to understand?	Yes
	How many cases did we refuse to escalate?   What was the reason for the refusal?	1 case   Court proceedings underway
	Did we explain our decision to the resident?	Yes
7.	Outcomes and remedies
	Where something has gone wrong are we taking appropriate steps to put things right?	Yes
8.	Continuous learning and improvement
	What improvements have we made as a result of learning from complaints?	Changes to process, policy Training
	Do we share these lessons with: a) residents?   b) the board/governing body?   c) In the Annual Report?	Yes (Scrutiny Committee   Yes (Cabinet)	No
	Has the Code made a difference to how we respond to complaints?		Our initial self-assessment was completed on 22 April 2021. We will monitor improvements and review and report improvements in October 2021.
	What changes have we made?		N/A