Housing complaint handling code self-assessment 2024
South Norfolk Council and Broadland District Council are required to complete and publish an annual self-assessment 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:
- definition of a complaint
- exclusions
- accessibility and awareness
- complaint handling staff
- the complaint handling process
- the complaint stages
- putting things right
- self-assessment, reporting and compliance
- scrutiny & oversight: continuous learning and improvement
The self-assessment references our complaints policies which were updated in April 2024 to align with the new complaint handling code.