Section 3: Accessibility and Awareness
Code provision 3.1
Requirement
Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of residents who may need to access the complaints process.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Points 6.1, 6.2, and 10.1 of our Policy.
Code provision 3.2
Requirement
Residents must be able to raise their complaints in any way and with any member of staff. All staff must be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the landlord.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Points 6.1 and 8.9 of our Policy
Code provision 3.3
Requirement
High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process. Low complaint volumes are potentially a sign that residents are unable to complain.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Annual Council Housing Complaint Performance and Service Improvement Report 2024 to 2025.
Commentary / explanation
Point 1.2 of our Policy. Sections 9 and 10 of our Policy.
Our complaints process is promoted on our website, via our resident magazine, and via our resident involvement opportunities.
Code provision 3.4
Requirement
Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the two stage process, what will happen at each stage, and the timeframes for responding. The policy must also be published on the landlord’s website.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Section 7 of our Policy.
Code provision 3.5
Requirement
The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Points 1.2, 1.5, and 7.1 of our Policy.
Code provision 3.6
Requirement
Landlords must give residents the opportunity to have a representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the landlord.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Point 6.3 of our Policy.
Code provision 3.7
Requirement
Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint.
Do we comply?
Yes
Evidence
Our Council Housing Complaints Policy.
Commentary / explanation
Points 5.4, 7.1, 7.6, 7.14, and 7.15 of our Policy.
