Changes to the Complaint Handling Code

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The Housing Ombudsman has recently made changes to the Complaint Handling Code which came into effect on 1 April 2024.

You can read the updated Complaint Handling Code on the Ombudsman’s website.

Change 1:

The new code gives us five working days to acknowledge a complaint, or to escalate it to Stage 2, from when we receive it. This was previously two working days.

Our response time stays the same, this is 10 working days for a Stage 1, and 20 working days for a Stage 2. However, under the new code the deadline for responding starts from when we have acknowledged the complaint, not from when the complaint/request to escalate is first received.

Change 2:

The new code allows us to extend the time to respond to a Stage 2 complaint by 20 working days from the due date if we need more time to fully investigate concerns.

The extension time was previously 10 working days. We will always contact you to agree extensions and discuss why more time is needed.

Change 3:

A resident now has 12 months from when an incident has occurred to raise a complaint. The time limit was previously six months. If a complaint is raised more than 12 months later we may still accept if it is reasonable to do so.

We’re in the process of updating our self-assessment form against the updated code and this will be published by 30 June 2024.

To find out more about our complaints process, or to read our current self-assessment form, please visit our complaints page.

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