Self-assessment FAQs

The Housing Ombudsman requires landlords to carry out regular self-assessments against its Complaint Handling Code, and take appropriate action to make sure we are in line with the Code. The aim of this self-assessment is to assess whether we are compliant and identify where we can improve.

Here are the results of our first Housing Ombudsman self-assessment. 

Definition of a complaint


Complaints team and process


Cooperation with Housing Ombudsman Service

Fairness in complaint handling

Outcomes and remedies

Continuous learning and improvement