Housing Ombudsman’s Complaint Handling Code
Housing Ombudsman’s Complaint Handling Code
The Housing Ombudsman’s Complaint Handling Code (2024) is another key aspect of how we’re regulated.
The Complaint Handling Code, which social landlords like Settle are legally obliged to abide by, sets out specific requirements and best practice for landlords’ complaint handling procedures. This is in order to enable a positive complaints culture across the social housing sector.
- Investigates and resolves disputes between residents and social landlords
- Works to strengthen complaints procedures
- Encourages landlords to learn from complaints to prevent service failures being repeated.
You can contact the Housing Ombudsman for help and advice at any time. If you’ve exhausted our complaints process and remain unhappy with the outcome, you can also escalate this to the Ombudsman Service, and they will consider investigating it for you.
For information on Settle’s compliance with the Complaint Handling Code, see our complaints performance webpage.
If you would like to register a complaint with Settle, you can do so here, and you can see an outline of our complaints procedure here.