Complaints that Work: Using the Statutory Complaint Handling Code

Table of Contents

• What Counts as a Complaint?
  • Complaints Include:
  • Not Complaints:
• The Two-Stage Process
  • Stage 1: Local Resolution (10 Working Days)
    • What Should Happen:
    • Stage 1 Response Must Include:
  • Stage 2: Independent Review (20 Working Days)
    • Enhanced Investigation:
    • Stage 2 Response Must Include:
• Making an Effective Complaint
  • 1. Be Clear and Specific
  • 2. Provide Evidence
  • 3. State What You Want
• When Landlords Get It Wrong
  • Common Code Breaches
  • Your Rights When This Happens
• Escalating to the Housing Ombudsman
  • When You Can Contact Them
  • What They Can Do
  • How to Contact Them
• Special Circumstances
  • Vulnerability and Additional Support
  • Group Complaints
• Compensation Guidelines
  • When You Might Get Compensation
  • Typical Compensation Ranges
  • What Doesn't Usually Get Compensation
• How We Handle Complaints
  • Enhanced Process
  • Resolution Focus
• Tips for Success
  • Do:
  • Don't:
• When to Seek Additional Help
  • Free Support Services
  • Professional Advocacy
• Getting the Best Results
  • Partner and Professional Support
• Key Reminders
  • Sample Complaint Template

What Counts as a Complaint?

The Code defines a complaint as "an expression of dissatisfaction about the action taken or lack of action by the organisation, its own staff, or those acting on its behalf".

Complaints Include:

✅ Repair delays or poor workmanship
✅ Service failures by staff or contractors
✅ Policy disagreements where you think rules are unfair
✅ Communication problems - not being kept informed
✅ Anti-social behaviour handling failures
✅ Billing or rent issues that aren't just queries

Not Complaints:

❌ First-time service requests (like reporting a repair)
❌ General enquiries about policies or procedures
❌ Legal proceedings already underway
❌ Issues outside landlord control (neighbour disputes between tenants)

The Two-Stage Process

Stage 1: Local Resolution (10 Working Days)

Your landlord has 10 working days to investigate and respond to your complaint.

What Should Happen:

1. Acknowledgment within 5 working days confirming they've logged your complaint
2. Investigation including speaking to relevant staff and reviewing evidence
3. Response within 10 working days with findings and any actions taken
4. Right of review - explanation of how to escalate if you're not satisfied

Stage 1 Response Must Include:

✅ Clear findings on whether your complaint is upheld
✅ Explanation of reasoning behind their decision
✅ Actions taken to resolve the issue
✅ Lessons learned to prevent similar problems
✅ Timescale for any ongoing actions
✅ How to escalate to Stage 2 if you're not satisfied

Stage 2: Independent Review (20 Working Days)

If you're not satisfied with the Stage 1 response, you can escalate to Stage 2 within 20 working days.

Enhanced Investigation:

• Senior manager review (not involved in Stage 1)
• Independent perspective on the complaint
• Broader investigation of systemic issues
• 20 working days for response (can be extended to 25 in exceptional circumstances)

Stage 2 Response Must Include:

✅ Comprehensive review of Stage 1 findings
✅ Fresh investigation where appropriate
✅ Final position on the complaint
✅ Detailed action plan with timescales
✅ Learning and improvements identified
✅ Right to contact Housing Ombudsman if still dissatisfied

Making an Effective Complaint

1. Be Clear and Specific

Poor example: "The service is terrible and no one cares."

Good example: "I reported a leak in my bathroom on 15 July 2025. Despite three follow-up calls, no repair has been arranged. The leak is now causing damage to my belongings and making the bathroom unsafe to use."

2. Provide Evidence

✅ Dates and times of all interactions
✅ Names of staff you've spoken to
✅ Reference numbers for repair requests
✅ Photos of problems where relevant
✅ Impact statement - how it's affecting you

3. State What You Want

Be specific about your desired outcome:

• Repair completion by a specific date
• Compensation for inconvenience or damage
• Apology for service failures
• Policy changes to prevent recurrence
• Staff training on specific issues

When Landlords Get It Wrong

Common Code Breaches

❌ Late responses without valid reasons
❌ No acknowledgment of complaints
❌ Inadequate investigation - not speaking to relevant people
❌ Unclear responses that don't address your specific points
❌ No right of review explained
❌ Treating complaints as enquiries to avoid the process

Your Rights When This Happens

✅ Contact Housing Ombudsman immediately - don't wait for internal process
✅ Request compensation for the service failure
✅ Escalate to local councillors or MP if appropriate
✅ Report to Regulator of Social Housing for serious systemic failures

Escalating to the Housing Ombudsman

When You Can Contact Them

• After completing both stages of your landlord's process
• If landlord breaches the Code (wrong timeframes, poor process)
• For serious maladministration that causes significant detriment

What They Can Do

✅ Investigate your complaint independently
✅ Order compensation up to £25,000 in exceptional cases
✅ Require specific actions from your landlord
✅ Publish determinations naming poor-performing landlords
✅ Make sector-wide recommendations for improvement

How to Contact Them

🔗 Online complaint form: housing-ombudsman.org.uk/make-a-complaint
📞 Phone: 0300 111 3000
✉️ Email: info@housing-ombudsman.org.uk

Important: The service is completely free for tenants.

Special Circumstances

Vulnerability and Additional Support

If you have additional needs, your landlord must: ✅ Provide reasonable adjustments to the complaints process
✅ Offer alternative formats (large print, audio, different languages)
✅ Allow representatives to complain on your behalf
✅ Consider extended timeframes where appropriate

Our tenant support service can help you navigate the complaints process and provide advocacy support.

Group Complaints

For multiple tenants with the same issue: ✅ Each person can make individual complaints
✅ Designate a lead complainant to coordinate
✅ Landlord should investigate systematically not just individual cases
✅ Outcomes should address the underlying cause

Compensation Guidelines

When You Might Get Compensation

✅ Service failures that caused inconvenience
✅ Quantifiable losses - damaged belongings, increased costs
✅ Time and trouble in pursuing the complaint
✅ Distress and inconvenience from the original issue

Typical Compensation Ranges

• Minor inconvenience: £50-£250
• Significant impact: £250-£700
• Serious detriment: £700+
• Quantifiable losses: Full reimbursement plus inconvenience payment

What Doesn't Usually Get Compensation

❌ Normal wear and tear repairs
❌ Reasonable service decisions you disagree with
❌ Issues outside landlord control
❌ Complaints without evidence of service failure

How We Handle Complaints

Our approach goes beyond minimum Code requirements:

Enhanced Process

• Same-day acknowledgment for all complaints
• Named complaint handler for personal service
• Regular updates throughout investigation
• Learning reviews after every complaint
• Proactive compensation where service fails

Resolution Focus

Rather than defensive responses, we aim for: ✅ Understanding your perspective fully
✅ Identifying root causes not just symptoms
✅ Practical solutions that work for you
✅ Service improvements to prevent recurrence
✅ Rebuilding relationships after problems

Tips for Success

Do:

✅ Keep detailed records of everything
✅ Stay focused on specific issues
✅ Be patient but persistent
✅ Use the process - don't skip stages
✅ Get support if you need it

Don't:

❌ Wait months before complaining - act quickly
❌ Accept excuses for Code breaches
❌ Give up after Stage 1 if you're not satisfied
❌ Be abusive - it won't help your case
❌ Make unrealistic demands for compensation

When to Seek Additional Help

Free Support Services

🔗 Citizens Advice: Housing specialists at local offices
🔗 Shelter: Housing advice helpline 0808 800 4444
🔗 Local councillors: Can escalate systemic issues
🔗 Resident support groups: Peer support and advocacy

Professional Advocacy

For complex cases, consider:

• Independent advocates through local disability services
• Legal aid solicitors for serious disrepair cases
• Parliamentary and Health Service Ombudsman for council housing
• Local Government and Social Care Ombudsman for care-related housing

Getting the Best Results

Partner and Professional Support

If you work with vulnerable residents, the Code strengthens your advocacy:

✅ Complaints can be made by representatives with consent
✅ Reasonable adjustments must be provided
✅ Multi-agency coordination is expected
✅ Safeguarding concerns can escalate complaint urgency

Our partnership programmes include complaint advocacy and support for referring professionals.

Key Reminders

✅ The Code is law - landlords must follow it
✅ Free support is available throughout the process
✅ Document everything - dates, names, reference numbers
✅ Don't give up after initial responses
✅ Escalate promptly if process is breached

Sample Complaint Template

"I wish to make a formal complaint under the Housing Ombudsman Complaint Handling Code about [specific issue]. On [date] I [action taken]. Despite [follow-up actions], the issue remains unresolved. This is affecting me by [impact]. I am seeking [specific resolution]. I have attached [evidence]. Please confirm receipt of this complaint within 5 working days and provide a response within 10 working days as required by the Code."

The Complaint Handling Code gives you real power to get issues resolved. Use it effectively, know your rights, and don't accept poor service. Your complaint can not only solve your problem but improve services for everyone.

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For detailed guidance on making complaints, visit housing-ombudsman.org.uk. If you need support with the complaints process, our tenant support team can provide guidance and advocacy.