The Housing Ombudsman and the Local Government and Social Care Ombudsman have launched consultations on a joint Complaint Handling Code.

Their consultation survey will influence how social housing landlords and councils' complaint handling services are provided to over 28 million households.  It will also lead to a more consistent experience of complaint handling across housing and key local services. 

The aim of the Code is to resolve complaints quickly and for organisations to learn from where things have gone wrong for individual tenants to make service improvements for the benefit of all. It also acts as a guide for anyone that wants to complain because it sets out what they should expect from the complaints' process

They are seeking views about:

  • The Code and whether any further improvements can be made to this
  • Their proposals for monitoring compliance - whether these are transparent, proportionate and fair, and what else they might need to consider to be effective and efficient.

The consultation will run from 28 September 2023 to 23 November 2023.

To take the consultation survey, visit Complaint Handling Code Consultation.

For more information, visit