Section 8: Self-assessment, reporting and compliance
Code provision 8.1
Requirement
Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include:
- the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements.
- 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;
- any findings of non-compliance with this Code by the Ombudsman.
- the service improvements made as a result of the learning from complaints;
- any annual report about the landlord’s performance from the Ombudsman; and
- any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Complaints about council housing page.
Commentary / explanation
Points 9.2 and 9.3 of our Policy.
This information is included in our Annual Complaint Performance and Service Improvement Report, which is published on our website alongside this self-assessment, the governing body’s response to the annual report, and our annual report from the Ombudsman.
Code provision 8.2
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.
Do we comply?
Yes
Evidence
Complaints about council housing page.
Commentary / explanation
Points 9.2 and 9.3 of our Policy.
This is reported to Cabinet as our governing body and the report and their response is published on our website.
Code provision 8.3
Requirement
Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.
Do we comply?
Yes
Evidence
Complaints about council housing page.
Commentary / explanation
We carry out the self-assessment annually and are committed to additional reviews should there be a significant restructure, merger and/or change in procedures.
Code provision 8.4
Requirement
Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
We would comply with any instructions to review and update the self-assessment from the Ombudsman.
Code provision 8.5
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
If we were unable to comply with the Code, then we would be committed to inform the Ombudsman and the affected complainants and publish this on our website with the appropriate timescales for the reconvening of the service.
