Introduction to council housing complaint handling self-assessment
This 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.
Once 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.
Landlords are required to complete the self-assessment in full and support all statements with evidence, with additional commentary as necessary.
We 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.
