The Housing Ombudsman and the Local Government and Social Care Ombudsman (LGSCO) have launched their joint Complaint Handling Code. Following extensive consultation, the code aims to drive best practice in complaint handling and deliver better services for tenants.

In line with the Social Housing (Regulation) Act, the Housing Ombudsman’s Code will become statutory from 1st April 2024, providing a single, robust set of standards for complaints procedures to be accessible, fair and efficient.

The Ombudsman now has a legal duty to ensure landlords are complying with the code and to issue orders, which includes fines, when a landlord is found to be in breach of the code.

View the new Complaint Handling Code 2024 and supporting guidance