The Housing Ombudsman has devised a Complaint Handling Code, which provides a framework for high-quality complaint handling and greater consistency across landlords’ complaint procedures. It’s designed to help landlords to resolve resident complaints quickly and review learnings to improve services. 

The Housing Ombudsman expects landlords to carry out regular self assessments against the Code and take appropriate action to ensure their complaint handling is in line with the framework. Hastoe’s complaints self assessment can be viewed below.

For our latest report and a copy of our Complaints Handling Self Assessment, please see below.

Aves Housing Response to the Annual Complaints Performance and Service Improvement Report 2023-24

Download our Aves Housing Board Response to Annual Complaints Performance Report 2023_24-3Apr25 HERE

Annual Complaints Performance and Service Improvement Report 2023-24

Download our Annual Complaints Performance Report 2023_24-3Apr25-v2 HERE

Complaint Handling Code Self Assessment 2023-24

Download our Compliant Handling Code Self Assessment 2Apr25 HERE

Complaint Policy

Download our Complaint Policy 3Apr25 HERE