Emma Foxall, Deputy Ombudsman at the Housing Ombudsman Service discusses the new complaint handling code. The new code overhauls the housing complaints system from how landlords manage complaints to the powers the Ombudsman has to take action on behalf of tenants. Emma covers the implications for the sector, the self-assessment requirement and what happens next.

The webinar originally broadcast on 26 October 2020. The slides, links and a recording of the session are available below.

Click here to download Emma’s  slides >>

As promised here is a link to the Ombudsman’s guidance on managing unacceptable behaviour:  https://www.housing-ombudsman.org.uk/landlords/guidance-notes/managing-unacceptable-behaviour-policy/