The Housing Ombudsman published a new Complaint Handling Code in July 2020, setting out good practice that all social landlords are considering in order to ensure they manage complaints effectively and fairly. The Code is part of the Ombudsman’s new powers in the revised Housing Ombudsman Scheme. Landlords are expected to carry out regular self-assessment against the code to ensure their complaint handling is in line with the code. LYHA have undertaken the self-assessment and our Board considered a number of recommendations for changes to our Complaints Policy at their next meeting on 28 January 2021. The recommendations include a number of amendments to our policy including a move to a two stage process in the future. The self-assessment can be found here.