HOS Complaints Code

The Housing Ombudsman Service requires ALL landlords who participate in its scheme to complete a self-assessment for its new Complaints Handling Code by 31st December 2020 and from the start of January 2021 new enforcement powers will be in effect.

As this deadline fast approaches, the Governance and Housing Management Teams at Forbes Solicitors have joined together to support you with this process.

Through a combination of front-line operational knowledge and regulatory expertise, we can ensure that organisations have peace of mind by demonstrating -

  • full compliance
  • best practice
  • independent scrutiny
  • clear policies

The national housing press is already sharing data on the number of cases where full and part maladministration has been identified within some Registered Housing Providers, which emphasises the importance of having robust, workable procedures in place.

We can offer bespoke packages with a range of tiered options, from a review and recommend through to a comprehensive package to meet the needs of your organisation.

Review and Recommend

If you are already at an advanced stage of this process, we can carry out an independent review of your complaints policy and self-assessment response and offer recommendations.

Cost: £800 plus VAT

Tier 1

Review your existing complaints policy, carry out a risk assessment and test it against a range of different scenarios reflecting all types of complaint. This option will examine how "requests for service" are deal with by your organisation and analyse your current response to the Community Trigger / ASB Case Management Review and suggest self-assessment responses.

Cost: £1300 plus VAT

Tier 2

Carry out an independent mapping exercise of the "Complaints Journey" and assist your organisation to successfully resolve complaints at the earliest stage to avoid escalation. This option will also focus on: The official complaints process, involvement of designated persons such as Elected Members, the Housing Ombudsman and the Regulator for Social Housing as well as suggesting self-assessment responses.

Cost: £1300 plus VAT

Full package

For the complete package, inclkuding all of tier 1 and tier 2, we can support your Governance Team to develop a new complaints policy by drawing upon extensive sector knowledge and examples of best practice from elsewhere.

As part of this option, we will undertake a comprehensive audit of your existing complaints policy and procedures. This will include consultation with relevant front-line officers to learn more about their experience of complaints handling within the current environment. We will also facilitate focus groups with customers who have previously reported complaints and identify any relevant training needs in line with the Tenancy Standard. We will engage with the Governance team to align the new policy with other elements of compliance and suggest self-assessment responses for the new policy.

Cost: £2400 plus VAT

Contact Darren Burton or Daniel Milnes to discuss how we can help you get in line with the new HOS Code.

Our dedicated Housing & Regeneration team

Catherine Kennedy

Catherine Kennedy

Partner, Head of Housing and Regeneration (Property)

Housing & Regeneration


Call01772 220162

Daniel Milnes

Daniel Milnes

Partner, Head of Governance, Procurement & Information

Governance, Procurement & Information


Call01254 222313

Elizabeth Bower

Elizabeth Bower




Call01254 222411


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