[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-261372-105":3,"detail-sidebar-cat-1-en-105":81,"doc-detail-261372-en":127},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":74,"head_meta":76,"extra_data":78,"updated_unix":80},105,"en","housing-ombudsman-complaint-handling-code-self-assessment-form-2025","Housing Ombudsman Complaint Handling Code - Self-Assessment Form 2025","","Appendix A provides a complaints officer self-assessment form for landlord use, requiring annual review and approval by the landlord’s governing body. After approval, landlords must publish the completed self-assessment and the governing body response on their website as part of the annual complaints performance and service improvement reporting. The form requires full completion, evidence-backed statements, and additional commentary where needed. 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Service requests must be recorded, monitored, and reviewed regularly, while complaints must be handled in line with the landlord’s complaints policy.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},261372,1790945989,{"code":4,"msg":82,"data":83},"success",[84,89,94,99,104,109,113,118,123],{"id":85,"doc_module":22,"doc_module_name":25,"category_name":86,"show_sort_weight":87,"slug":88},11,"Presentations",90,"presentations",{"id":90,"doc_module":22,"doc_module_name":25,"category_name":91,"show_sort_weight":92,"slug":93},12,"Resumes",80,"resumes",{"id":95,"doc_module":22,"doc_module_name":25,"category_name":96,"show_sort_weight":97,"slug":98},14,"Invoices",70,"invoices",{"id":100,"doc_module":22,"doc_module_name":25,"category_name":101,"show_sort_weight":102,"slug":103},15,"Posters",60,"posters",{"id":105,"doc_module":22,"doc_module_name":25,"category_name":106,"show_sort_weight":107,"slug":108},16,"Social Media",50,"social-media",{"id":110,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":111,"slug":112},17,40,"forms",{"id":114,"doc_module":22,"doc_module_name":25,"category_name":115,"show_sort_weight":116,"slug":117},18,"Letters",30,"letters",{"id":119,"doc_module":22,"doc_module_name":25,"category_name":120,"show_sort_weight":121,"slug":122},21,"Paper Templates",5,"papers-templates",{"id":124,"doc_module":22,"doc_module_name":25,"category_name":125,"show_sort_weight":4,"slug":126},158,"General","general-158",{"code":4,"msg":82,"data":128},{"doc_id":79,"user_id":129,"nickname":42,"user_avatar":130,"doc_module":22,"category_id":110,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":136,"language":137,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":12,"update_tm":141,"read_time":142},2336477552062,"https://ap-avatar.wpscdn.com/davatar_994ba38a5ba835b3df7d355c54d3ed8d","Appendix A: Self-assessment form  \nThis self-assessment form should be completed by the complaints officer and it must be reviewed and approved by the landlord's governing body at least annually.  \nOnce approved, landlords must publish the self-assessment as part of the annual complaints performance and service improvement report on their website. The governing body's response to the report must be published alongside this.  \nLandlords are required to complete the self-assessment in full and support all statements with evidence, with additional commentary as necessary.  \nWe recognise that there may be a small number of circumstances where landlords are unable to meet the requirements, for example, if they do not have a website. In these circumstances, we expect landlords to deliver the intentions of the Code in an alternative way, for example by publishing information in a public area so that it is easily accessible.  \n\n| Code\u003Cbr>provision | Code requirement | Comply:\u003Cbr>Yes/ No | Evidence | Commentary/Explanation |\n| --- | --- | --- | --- | --- |\n| 1.2 | A complaint must be defined as:\u003Cbr>'an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents. ' | Yes | Customer Complaints and Comments Policy, updated July 2025-customer-complaints-and-comments-policy. pdf ([plymouthcommunityhomes.co.uk](plymouthcommunityhomes.co.uk))\u003Cbr>Page 3 – Section 3.1 (Definition of a complaint) |  |\n| 1.3 | A resident does not have to use the word'complaint' for it to be treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choice to make a complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord's complaints policy. | Yes | Customer Complaints and Comments Policy, updated July 2025-customer-complaints-and-comments-policy. pdf ([plymouthcommunityhomes.co.uk](plymouthcommunityhomes.co.uk))\u003Cbr>Page 3 – Section 3.1 (Definition of a complaint)\u003Cbr>Page 6 – Section 3.3 (Advocacy and Support)\u003Cbr>Quick Guide to Complaint Logging (internal procedure) |  |\n| 1.4 | Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly. | Yes | Customer Complaints and Comments Policy, updated July 2025-customer-complaints-and-comments-policy. pdf ([plymouthcommunityhomes.co.uk](plymouthcommunityhomes.co.uk))\u003Cbr>Page 3 – Section 3.1 (Service Request and a Complaint)\u003Cbr>Pentana* Complaint System (*our system for logging complaints) | This requirement is clearly defined within our policy.\u003Cbr>We will be rolling out complaint training for all staff by the end of the financial year 2025/26 .\u003Cbr>We are reviewing the structure of our complaints team to improve triaging which is to be completed by the end of the financial year 2025/26 .\u003Cbr>Service Requests are recorded in Pentana however we are reviewing and enhancing this process to be completed by the end of the financial year 2025/26 . |\n\nSection 1: Definition of a complaint  \n\n| 1.5 | A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing.\u003Cbr>Landlords must not stop their efforts to address the service request if the resident complains. | Yes | Pentana Complaint System | We will raise a complaint should the resident express dissatisfaction with the response to their service request. However, this will not stop efforts to address the service request. |\n| --- | --- | --- | --- | --- |\n| 1.6 | An expression of dissatisfaction with services made through a survey is not defined as a complai","cbCaiiuqROb6jGBh","https://ap.wps.com/l/cbCaiiuqROb6jGBh","pdf",438405,24,"English","# Self-assessment form requirements\n## Publishing and governance\n## Completion, evidence and exceptions\n# Section 1: Definition of a complaint\n# Section 2: Exclusions","[{\"question\":\"Who must complete and approve the self-assessment form, and how often?\",\"answer\":\"The complaints officer must complete the self-assessment, and the landlord’s governing body must review and approve it at least annually.\"},{\"question\":\"What must landlords publish after the governing body approves the form?\",\"answer\":\"Landlords must publish the self-assessment on their website as part of the annual complaints performance and service improvement report, and also publish the governing body response alongside it.\"},{\"question\":\"How should landlords handle service requests compared with complaints?\",\"answer\":\"Landlords must recognize that service requests are not complaints. Service requests must be recorded, monitored, and reviewed regularly, while complaints must be handled in line with the landlord’s complaints policy.\"}]","Housing Ombudsman Complaint Handling Code - Self-Assessment Form 2025 | PDF",1789352516,8]