Housing Ombudsman Complaint Handling Code - self assessment 2025

Section 8 - Self-assessment, reporting and compliance

Code provision 8.1

Code requirement

Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include: 

  1. the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements. 
  2. a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept. 
  3. any findings of non-compliance with this Code by the Ombudsman.
  4. the service improvements made as a result of the learning from complaints. 
  5. any annual report about the landlord’s performance from the Ombudsman; and 
  6. any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.

Comply

Yes.

Evidence

2024/25 Annual Complaints Report

Appendix B Summary of upheld complaints April 1 2024 - 31 March 2025

Appendix C Housing Ombudsman Landlord Report May 2025

Appendix D 2024 to 2025 Statutory and Corporate Complaints report

Appendix E Self-assessment form

Appendix F Housing Ombudsman Self Assessment Form

Audit and Corporate Governance Committee - Slough Borough Council - Civico

Commentary / explanation

Annual Complaints Report was produced; the HOS self-assessment was an appendix to this report and was taken to our Audit and Corporate governance Committee. On 10/09/2025. The minutes of the meeting alongside our report are recorded and available on our website. The link is attached. 2024/25 Annual Complaints Report

Appendix B Summary of upheld complaints April 1 2024 - 31 March 2025

Appendix C Housing Ombudsman Landlord Report May 2025

Appendix D 2024 to 2025 Statutory and Corporate Complaints report

Appendix E Self-assessment form

Appendix F Housing Ombudsman Self Assessment Form

Audit and Corporate Governance Committee - Slough Borough Council - Civico

Code provision 8.2

Code requirement

The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this.

Comply

Yes.

Evidence

2024/25 Annual Complaints Report

Appendix B Summary of upheld complaints April 1 2024 - 31 March 2025

Appendix C Housing Ombudsman Landlord Report May 2025

Appendix D 2024 to 2025 Statutory and Corporate Complaints report

Appendix E Self-assessment form

Appendix F Housing Ombudsman Self Assessment Form

Audit and Corporate Governance Committee - Slough Borough Council - Civico

Improvement and Recovery Plan 2025-2026

Commentary / explanation

The Annual Complaints performance and Service Improvement Report is attached alongside the HOS Self-Assessment and Agenda for the Audit and Corporate Governance Committee. The Committee is recorded and the link to the agenda will allow the meeting to be viewed.

Complaints work stream has already been identified in our Improvement and recovery plan which is published on our website.

The link is attached.

2024/25 Annual Complaints Report

Appendix B Summary of upheld complaints April 1 2024 - 31 March 2025

Appendix C Housing Ombudsman Landlord Report May 2025

Appendix D 2024 to 2025 Statutory and Corporate Complaints report

Appendix E Self-assessment form

Appendix F Housing Ombudsman Self Assessment Form

Audit and Corporate Governance Committee - Slough Borough Council - Civico

Improvement and Recovery Plan 2025-2026

Code provision 8.3

Code requirement

Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.

Comply

Yes.

Evidence

Noted.

Commentary / explanation

Noted.

Code provision 8.4

Code requirement

Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.

Comply

Yes.

Evidence

Noted.

Commentary / explanation

Noted.

Code provision 8.5

Code requirement

If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website Landlords must provide a timescale for returning to compliance with the Code.

Comply

Yes.

Evidence

Noted.

Commentary / explanation

Noted.