Section 6 - Complaint stages
Code provision 6.1
Code requirement
Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.
Comply
No.
Evidence.
There is evidence that this happens operationally however there is no official process to ensure consistency.
Commentary / explanation
A logging process will be developed and rolled out to our teams by October 2025 which will take these factors into account.
Code provision 6.2
Code requirement
Complaints must be acknowledged, defined and logged at stage 1 of the complaint’s procedure within five working days of the complaint being received.
Comply
No.
Evidence
Section 7.1 of the Housing Service Complaints Policy states all Complaints will be acknowledged within 5 working days of receipt.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025 and is on our website. It includes this timescale which was rolled out to our team who are endeavouring to meet this target. Previously due to resource issues which have now been addressed the 5-day target was not always met. This has now been monitored and discussed at weekly housing Complaints meeting.
Code provision 6.3
Code requirement
Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.
Comply
No.
Evidence
Housing service complaints policy.
Section 3.3 of the Housing Service Complaints Policy states that
All complaints will be acknowledged within 5 working days of receipt and responded to within 10 working days of the complaint being acknowledged at Stage 1 of the process.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025 and rolled out to operational teams. They are aware of the timescales set. Previously due to resource issues which have now been addressed the target date has not always been met. Complaints Performance is reviewed on a weekly basis at the Housing Operations Complaints Meeting including discussion on overdue and outstanding to ensure residents are kept informed and resolutions are put in place as quickly as possible. Performance is improving and this is tracked and monitored in weekly reports for visibility and transparency.
Code provision 6.4
Code requirement
Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 9.5 of the Housing Service Complaints Policy states where it is not possible to meet the timescales outlined above, due to annual leave or sickness absence etc., an extension of time should be agreed with the complainant and the date that they can expect a full response confirmed with them in writing. They must be provided with the contact details of the Housing Ombudsman.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025 and rolled out to operational teams. They are aware of the timescales set and keeping residents informed if timescales cannot be met. Complaints Performance is reviewed on a weekly basis at the Housing Operations Complaints Meeting including discussion on overdue and outstanding to ensure residents are kept informed and resolutions are put in place as quickly as possible. Performance is tracked and monitored in weekly reports for visibility and transparency.
Code provision 6.5
Code requirement
When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.
Comply
Yes.
Evidence
Section 9.5 of the Housing Service Complaints Policy states
Where it is not possible to meet the timescales outlined above, due to annual leave or sickness absence etc., an extension of time should be agreed with the complainant and the date that they can expect a full response confirmed with them in writing. They must be provided with the contact details of the Housing Ombudsman.
Commentary / explanation
The Housing Service Complaints Policy, Process and Procedure was reviewed in March 2025 and rolled out to operational teams. Training was rolled out in June 2025 to refresh and embed the HOS good practise.
Code provision 6.6
Code requirement
A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 9.3 of the Housing Service Complaints policy states
Responses to complaints at Stage 1 will include:
- confirmation of the complaint stage
- the description of the complaint, including all points to be investigated and addressed
- the outcome of the complaint
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a timeframe for addressing these
- details of how to escalate the matter if dissatisfied,
Commentary / explanation
This is included in the Housing Service complaints Policy and templates which were reviewed in March 2025 and rolled out to the Housing Team.
Complaint Training was rolled out to housing teams in June 2025.
Code provision 6.7
Code requirement
Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 9.3 of the Housing Service Complaints policy states
Responses to complaints at Stage 1 will include:
- confirmation of the complaint stage
- the description of the complaint, including all points to be investigated and addressed
- the outcome of the complaint
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a timeframe for addressing these
- details of how to escalate the matter if dissatisfied.
Commentary / explanation
This is included in the Housing Service complaints Policy and templates which were reviewed in March 2025 and rolled out to the Housing Team.
Complaint Training was rolled out to housing teams in June 2025.
Code provision 6.8
Code requirement
Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related, and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.
Comply
No.
Evidence
This is not documented in our procedures.
Commentary / explanation
A complaint logging procedure needs to be produced to ensure we are compliant with the code and all members of staff are logging complaints with a consistent process. This will be developed and rolled out to the Housing Complaints Team by end October 2025
Code provision 6.9
Code requirement
Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language:
- the complaint stage;
- the complaint definition;
- the decision on the complaint;
- the reasons for any decisions made;
- the details of any remedy offered to put things right;
- details of any outstanding actions; and details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 9.3 of the Housing Service Complaints policy states
Responses to complaints at Stage 1 will include:
- confirmation of the complaint stage
- the description of the complaint, including all points to be investigated and addressed
- the outcome of the complaint
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a timeframe for addressing these
- details of how to escalate the matter if dissatisfied
Our template letters will include:
- the complaint stage
- the complaint definition
- the decision on the complaint
- the reasons for any decisions made
- the details of any remedy offered to put things right
- details of any outstanding action
- details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.
Commentary / explanation
The Housing Service Complaints Policy, process, procedure and template letters were reviewed in March 2025 and rolled out to our operational teams. Complaints training was rolled out in June 2025 to refresh and embed our approach in line with the HOS code.
Section 6 - Complaint stages - Stage 2
Code provision 6.10
Code requirement
If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 10.4 and Section 10.5 of the Housing Service Complaints Policy states residents must not be required to explain their reasons for requesting a stage 2 consideration.
Stage 2 is our final response and must involve all suitable staff members needed to issue such a response.
Commentary / explanation
The Housing Service Complaints Policy and Procedure was reviewed in March 2025 and rolled out to our operational teams. Complaint training was rolled out in June 2025 to all housing staff to refresh and embed the HOS code.
Code provision 6.11
Code requirement
Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaint’s procedure within five working days of the escalation request being received
Comply
No.
Evidence
Housing service complaints policy.
Section 7.1 and 7.2 of the Housing Service Complaints Policy states
- All complaints will be acknowledged within 5 working days of receipt.
- The acknowledgement will include:
- clarification of the nature of the complaint. Where this is unclear, the person responsible for logging the complaint will contact the complainant to clarify the complaint
- the date by which a formal response will be sent
- details of the team or service that will be investigating and responding to the complaint
- details of how the complainant can contact the Housing Ombudsman should they wish to do so
- a link to the Complaints Policy/Procedure on the council website.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025 and is on our website. It includes this timescale which was rolled out to our team who are endeavouring to meet this target. Previously due to resource issues which have now been addressed the 5-day target was not always met. This has now been monitored and discussed at weekly housing Complaints meeting.
Code provision 6.12
Code requirement
Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 10.4 of the Housing Service Complaints Policy states
Residents must not be required to explain their reasons for requesting a stage 2 consideration.
Section 10.1 states A senior officer will review the complaint and respond in full;
The response will set out:
- description of the complaint, including all points to be addressed/ investigated
- the outcome of the review
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a reasonable timeframe to resolve
- details of how to contact the Housing Ombudsman service should the complainant wish to do so
- confirmation that the complaint has now reached the end of the Council’s complaints procedure and will be closed
- the response must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law, and good practice where appropriate.
Commentary / explanation
The Housing Service Complaints policy process and procedure was reviewed and rolled out to our operational team in March 2025. Complaint Training was rolled out to all housing teams in June 2025 to ensure awareness of the code.
Code provision 6.13
Code requirement
The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 10.2 of the Housing Service Complaints Policy states
The senior officer considering the complaint at stage 2 will not be the same person that considered the complaint at stage
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025. When escalations are logged, they are passed to the senior officer to investigate, and it is checked it is not the same officer who considered the complaint at stage 1.
Code provision 6.14
Code requirement
Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged
Comply
No.
Evidence
Housing service complaints policy.
Section 3.3 of the Housing Service Complaints Policy states A two stage complaints process will be used to manage and respond to complaints.
All complaints will be acknowledged within 5 working days of receipt and responded to within 10 working days of the complaint being acknowledged at Stage 1 of the process.
Reviewed and responded to within 20 working days of the complaint being acknowledged at Stage 2 of the process.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025 and is on our website. It includes this timescale which was rolled out to our team who are endeavouring to meet this target. Previously due to resource issues which have now been addressed the 20-day target was not always met. This has now been monitored and discussed at weekly housing Complaints meeting to ensure compliance with the policy and code.
Code provision 6.16
Code requirement
When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman
Comply
Yes.
Evidence
Housing service complaints policy.
Section 9.5 of the Housing Service Complaints Policy states. Where it is not possible to meet the timescales outlined above, due to annual leave or sickness absence etc., an extension of time should be agreed with the complainant and the date that they can expect a full response confirmed with them in writing. They must be provided with the contact details of the Housing Ombudsman.
Commentary / explanation
A process is in place where the senior officer will call the resident to discuss and agree an extension of time and the be provided with the Housing Ombudsman Contact details.
Code provision 6.17
Code requirement
A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 10.1 of the Housing Service Complaints Policy states
A senior officer will review the complaint and respond in full,
The response will set out:
description of the complaint, including all points to be addressed/ investigated.
- The outcome of the review.
- The reasons for any decisions made.
- Details of any remedies offered to put things right.
- Details of any outstanding actions and a reasonable timeframe to resolve.
- Details of how to contact the Housing Ombudsman service should the complainant wish to do so.
- Confirmation that the complaint has now reached the end of the Council’s complaints procedure and will be closed.
·The response must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law, and good practice where appropriate.
Commentary / explanation
The Housing Service Complaints policy, process and procedure was rolled out to operational teams in March 2025. Templates have been created to assist to ensure compliance with the code. Complaints training was rolled out in June 2025 to refresh and embed our approach in line with the HOS Code.
Code provision 6.18
Code requirement
Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 10.1 of the Housing Service Complaints Policy states
A senior officer will review the complaint and respond in full,
The response will set out:
- description of the complaint, including all points to be addressed/ investigated
- the outcome of the review
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a reasonable timeframe to resolve
- details of how to contact the Housing Ombudsman service should the complainant wish to do so
- confirmation that the complaint has now reached the end of the Council’s complaints procedure and will be closed
- the response must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law, and good practice where appropriate.
Commentary / explanation
The Housing Service Complaints Policy, Procedure and templates were reviewed and rolled out to operational teams in March 2025, Complaint training was rolled out to refresh and embed our approach in June 2025. A weekly meeting is held with operational teams regarding overdue and outstanding complaints and escalations to ensure we are aiming to resolve and reply to the complaint in full.
Code provision 6.19
Code requirement
Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language:
- the complaint stage
- the complaint definition
- the decision on the complaint
- the reasons for any decisions made
- the details of any remedy offered to put things right
- details of any outstanding actions; and details of how to escalate the matter to the Ombudsman Service if the individual remains dissatisfied.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 10.1 of the Housing Service Complaints Policy states
A senior officer will review the complaint and respond in full,
The response will set out:
- description of the complaint, including all points to be addressed/ investigated
- the outcome of the review
- the reasons for any decisions made
- details of any remedies offered to put things right
- details of any outstanding actions and a reasonable timeframe to resolve
- details of how to contact the Housing Ombudsman service should the complainant wish to do so
- confirmation that the complaint has now reached the end of the Council’s complaints procedure and will be closed
- the response must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law, and good practice where appropriate.
Commentary / explanation
The Housing Service Complaint Policy, Process and Procedure and temp plate letters were reviewed in March 2025. These were rolled out to operational team in March 2025. The template letters guide the officer to ensure all the above points are covered and documented in the response to the resident.
Code provision 6.20
Code requirement
Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.
Comply
Yes.
Evidence
Housing service complaints policy.
Section 10.5 of the Housing Service Complaints Policy states
Stage 2 is our final response and must involve all suitable staff members needed to issue such a response.
Commentary / explanation
The Housing Service Complaints Policy was reviewed in March 2025 in compliance with the HOS Code.
This was rolled out to housing teams; training was carried out to refresh and embed our approach to ensure compliance with HOS code.