South Norfolk Council is required to complete and publish an annual self-assessments against the Housing Ombudsman Service: Complaint Handling Code to ensure our processes and policies remain in line with the requirements of this code.

This code is split into nine sections:

1. definition of a complaint
2. exclusions
3. accessibility and awareness
4. complaint handling staff
5. the complaint handling process
6. the complaint stages
7. putting things right
8. self-assessment, reporting and compliance
9. scrutiny & oversight: continuous learning and improvement

The self-assessment references our complaints policy which were updated in April 2024 to align with the new complaint handling code.