Centre for Learning: Complaint Handling Code eLearning
Online Course
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Housing Ombudsman Service
About the CPD course
This eLearning provides an overview of the statutory Complaint Handling Code which came into effect on 1 April 2024.The course will enable participants to: Explain the purpose of the Code; Define a complaint; Explain the Code timescales for acknowledgements and responses at each of the two stages of the process; Identify when the self-assessment should be completed; List who landlords must report back to on wider learning and improvements from complaints.
Our role is to resolve disputes involving members of the Housing Ombudsman Scheme and support effective landlord-tenant dispute resolution by others. Members of the scheme include housing associations and local authority landlords plus some private landlords who are voluntary members. Our service is independent and impartial.
Our vision is Housing Matters: Fairness Matters which recognises the importance of housing to people’s lives. We ensure the fair and impartial resolution of housing complaints, locally where possible. When things go wrong we put things rights and encourage learning from outcomes. We help improve landlord and resident relationships. We role model the service we expect of others.
