Appendix A: Self-assessment form

This self-assessment form should be completed by the complaints officer and it must be reviewed and approved by the landlord’s governing body at least annually.

Once approved, landlords must publish the self-assessment as part of the annual complaints performance and service improvement report on their website. The governing body’s response to the report must be published alongside this.

Landlords are required to complete the self-assessment in full and support all statements with evidence, with additional commentary as necessary.

We recognise that there may be a small number of circumstances where landlords are unable to meet the requirements, for example, if they do not have a website. In these circumstances, we expect landlords to deliver the intentions of the Code in an alternative way, for example by publishing information in a public area so that it is easily accessible.

 Section 1: Definition of a complaint

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
1.2	A complaint must be defined as: ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’	Yes	Described as such in the Lambeth Self Help Housing Association (LSH) Complaints Policy, detailed in Section 3: ‘What is a complaint?’
1.3	A resident does not have to use the word ‘complaint’ for it to be treated as such. Whenever a resident expresses dissatisfaction, landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.	Yes	Detailed in LSH Complaints Policy Section 2. Members are encouraged to make a complaint, whenever they express dissatisfaction with the organisation or its services, in order for LSH to strive for continuous improvement.	In addition to this being described in the Complaints Policy, LSH staff encourage members to make a complaint whenever dissatisfaction is expressed.
1.4	Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly.	Yes	Detailed in Section 3 of the Policy. Complaints logged by LSH staff and reviewed by the Complaints Sub-committee, with regular liaison with staff and Management Committee (MC). Service requests are recorded separately and reviewed regularly by LSH staff and the Repairs and Refurbishment Sub-Committee, with recommendations ratified by the MC where appropriate.
1.5	A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains.	Yes	Improvements in 2025: Complaints tracking log implemented – has supported improved communication when delays occur during repairs/refurbishment
1.6	An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents can complain.	Yes, with room for improvement	Tenants/members of LSH have access to the Complaints Policy, which details how they can complain. Future Tenant Satisfaction surveys will make reference to the LSH Complaints Policy First phase of website improvement completed.	Plans for improvement: Additional improvements to website access for members (website in development) so that all policies can be accessed online. Increased information for use by members.Ensure all members have access to paper copy of Complaints Policy (this has been emailed to all, but plan to also post paper copy to increase accessibility for all)

Section 2: Exclusions

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
2.1	Landlords must accept a complaint unless there is a valid reason not to do so. If landlords decide not to accept a complaint they must be able to evidence their reasoning. Each complaint must be considered on its own merits	Yes	As per Complaints Policy Section 3
2.2	A complaints policy must set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to residents. Acceptable exclusions include:The issue giving rise to the complaint occurred over twelve months ago. Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.Matters that have previously been considered under the complaints policy.	Yes	As per Complaints Policy Section 3
2.3	Landlords must accept complaints referred to them within 12 months of the issue occurring or the resident becoming aware of the issue, unless they are excluded on other grounds. Landlords must consider whether to apply discretion to accept complaints made outside this time limit where there are good reasons to do so.	Yes	As per Complaints Policy Section 3
2.4	If a landlord decides not to accept a complaint, an explanation must be provided to the resident setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell the landlord to take on the complaint.	Yes	As per Complaints Policy Section 3
2.5	Landlords must not take a blanket approach to excluding complaints; they must consider the individual circumstances of each complaint.	Yes	All complaints are handled sensitively, with consideration given to the circumstances surrounding the complaint, and the complainant’s circumstances.

Section 3: Accessibility and Awareness

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
3.1	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.	Yes	As per Complaints Policy Section 4.  Members can complain via varied media. LSH staff are also aware of the varied individual needs of the members, and will support members in submitting complaints and support Complaints Subcommittee in reasonable adjustments and in seeking resolutions as per individual members’ needs (e.g. to ensure accessible information, sensitive liaison, and meeting online/in person as per members’ preferences)	Plans for improvement: Add a video to website explaining how to make a complaint, to increase accessibility of informationAll staff members to log all telephone complaints, verbatim, to ensure accurate written recordEnsure all members have access to paper copy of Complaints Policy (this has been emailed to all, but plan to also post paper copy to increase accessibility for all)
3.2	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.	Yes	Complaints come to the Complaints Subcomittee via LSH staff, who is aware of the policy and complaint handling process	New staff member (General Manager) to be inducted into Complaints procedure by Complaints Subcommittee
3.3	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.	Yes	Complaints Policy was presented at AGM 2025 Complaints now a standing item on Management Committee meeting monthly agenda	Plans for improvement: Audit members’ knowledge of how to complain, with survey in 2026 (following website update and increased staffing in 2025)Reference to Complaints Policy in future Tenant Satisfaction survey
3.4	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.	Yes	The Policy is available on the website.	Plans for improvement: Further work to improve website – add a video to website explaining how to make a complaint, to increase accessibility of information
3.5	The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.	Yes	See Complaints Policy Section 14 Updates to Policy ratified at AGM in April 2025 Annual complaints report, and MC response 2024 emailed/posted to members (prior to website updates)	Action Plan for compliance: Annual complaints report and MC response 2025 will be uploaded to website
3.6	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.	Yes	As per Complaints Policy Section 2.
3.7	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.	Yes	As per Complaints Policy Section 11.

Section 4: Complaint Handling Staff

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
4.1	Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.	Yes	As per Complaints Policy Section 6.  The LSH Complaints Subcommittee takes the role of Complaints Officer for LSH.  This Subcommittee is elected by the Management Committee.
4.2	The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.	Yes	As per Complaints Policy Section 6.	The Complaints Subcommittee meets (at a minimum) on a monthly basis with LSH staff
4.3	Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively	Yes, with room for improvement	LSH do prioritise complaints handling and learning from complaints.	Plans for improvement: Increase staffing capacity Access further training for LSH staff and the Complaints Subcommittee in 2025-2026, via the Ombudsman Centre for LearningNew General Manager to advise on further training needsNew General Manager to be inducted in policy, use of complaints log

 

Section 5: The Complaint Handling Process

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
5.1	Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain.	Yes	As per Complaints Policy. Members are treated the same regardless of whether they have made a complaint.
5.2	The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion.	Yes	As per Complaints Policy Section 7
5.3	A process with more than two stages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman.	Yes	As per Complaints Policy Section 7
5.4	Where a landlord’s complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes.	Yes	As per Complaints Policy Section 7
5.5	Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.	Yes	Complaints Policy Section 7
5.6	When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as “the complaint definition”. If any aspect of the complaint is unclear, the resident must be asked for clarification.	No	There is still room for improvement in consistent format of a response to a complaint, depending on who is responding/investigating. Improvements implemented in 2025: Policy changes ratified at AGM on 10/04/2025Spreadsheet implemented for consistent logging of complaintMonthly meetings of subcommitteeStanding item on monthly MC meetings	Next steps: Template/pro forma to be written, covering the complaint definition, to ensure standardised and consistent responses
5.7	When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear.	Yes, with room for improvement	This is done currently but there is variation in the format of response, depending on who is responding/investigating.	Plans for improvement: Standardised templates/pro forma to ensure consistent responses, by end of March 2026
5.8	At each stage of the complaints process, complaint handlers must:   deal with complaints on their    merits, act independently, and     have an open mind;  give the resident a fair chance to           set out their position;  take measures to address any           actual or perceived conflict of           interest; and  consider all relevant information           and evidence carefully.	Yes	As per Complaints Policy Section 9
5.9	Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident suitable intervals for keeping them informed about their complaint.	Yes	As per Complaints Policy Section 8	In some instances (for example if the complaint involves timeliness of planned works), the timescale for resolution may be beyond the control of the Complaints Subcommittee (e.g. if the timeline depends on a contractor receiving an order). In this case, the Complaints Subcommittee and/or LSH staff keep in regular contact with the complainant and give regular updates about progress and expected timelines.
5.10	Landlords must make reasonable adjustments for residents where appropriate under the Equality Act 2010. Landlords must keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review.	Yes	As per Complaints Policy. In addition, a record of disabilities and additional needs of members is kept securely (where members have disclosed)	In accordance with the Equality Act 2010, reasonable adjustments are considered for all LSH members, and carried out where appropriate.
5.11	Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code.	Yes	As per Complaints Policy Sections 9, 10, 11	Complaint escalation would only be refused in line with the Complaints Policy exclusions in Section 3 (e.g. if a complaint was regarding something historic)
5.12	A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys.	Yes, with room for improvement		Plans for improvement: Regular training for staff and MCSecure cloud storage, IG training for staff/MC once new drive is in use.
5.13	Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation.	Yes	Evidenced in the Complaints Performance and Service Improvement Report December 2026
5.14	Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be able to evidence reasons for putting any restrictions in place and must keep restrictions under regular review.	Yes	As per relevant Policies and Procedures on LSH website: Harassment PolicyAggressive Behaviour Towards StaffTenants’ Responsibility for GuestsManagement Committee Disciplinary PolicyComplaints Policy	Any sanctions or restrictions implemented would be decided, ratified and recorded by the MC
5.15	Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrate regard for the provisions of the Equality Act 2010.	Yes	As per policies on LSH website (see above)	Individual needs are considered with all complaints. Where a complaint is deemed to involve a vulnerable tenant, a single point of contact is provided for the duration of the complaint resolution.

Section 6: Complaints Stages

Stage 1

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
6.1	Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.	Yes	Five of the eight complaints received in 2025 were resolved at the informal stage.  See the Complaints Performance and Service Improvement Report December 2025 Improvements in 2025: Increase in staffing capacity with appointment of General Manager December 2025Increased transparency and communication with members awaiting repairs/refurbishment when they are delays in works starting Addition of Complaints policy to websiteIncreased frequency of Complaints SC meetings and standing agenda item on MC meetings monthly
6.2	Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days of the complaint being received.	Yes, with room for improvement	LSH staff receive and log complaints within 5 days of receipt. There has been some inconsistency in written acknowledgement in cases where the complaint is made by telephone or in person. Improvements in 2025: Increase in staffing capacity – appointment of General Manager December 2025	Plans for improvement: LSH staff will email acknowledgment of receipt of complaint, however the complaint is received.Standardised templates/pro forma to ensure consistent responses, by end of March 2026
6.3	Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.	No	LSH staff is part-time, and the Complaints Subcommittee are voluntary members of LSH.  This means that there can be occasions when there is a delay to the complaint being acknowledged, and a resolution being found. Where complaints received were related to repairs/refurbishment, if external contractors are involved, there are occasions when LSH don’t have control over timescales of resolution. Improvements made in 2025: Increase in staffing capacity – appointment of General Manager December 2025Increased regularity of Complaints Subcommittee meetingsStanding agenda item on monthly MC meetings	Plans for improvement: Standardised templates/pro forma to ensure consistent responses, by end of March 2026
6.4	Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident.	Yes	As per Complaints Policy Section 8	Improved communication to the complainant in a situation where the timescale is extended, to clearly explain the extension and rationale
6.5	When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.	Yes	Ombudsman contact details in the Policy Section 11, and available on the LSH website. However variability with whether complainants aren’t routinely advised to contact the Ombudsman at this stage.	Plans for improvement: Standardised templates/pro forma to include Ombudsman contact details, by end of March 2026
6.6	A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.	Yes, with room for improvement	As per Complaints Policy.	Plan for improvement: Improve consistent tracking of ongoing actions, using Complaints spreadsheet
6.7	Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.	Yes	As per Complaints Policy Sections 9 and 10	Each point is responded to, with clear reasons for all decisions, and with reference to policy, law and good practice where appropriate.
6.8	Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.	Yes	As per Complaints Policy.	There have not yet been additional complaints raised during investigation of a complaint. The Complaints Subcommittee are aware of the process should this arise, but in order to make explicit the process for this, the Complaints Policy will be revised to include this. Policy revision by October 2026.
6.9	Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language:   the complaint stage; the complaint definition;the decision on the complaint;the reasons for any decisions made; the details of any remedy offered to put things right; details of any outstanding actions; and details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.	Yes, with room for improvement	Some variability in communications/process. Increased Complaints subcommittee meetings, and use of Complaints tracker spreadsheet in 2025	Plans for improvement: Ensure to ‘close the loop’ by confirming in writing when a complaint is resolvedWrite template/pro forma to ensure standardisation of responses at this stage

Stage 2

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
6.10	If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response.	Yes	As per Complaints Policy
6.11	Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working days of the escalation request being received.	Yes, with room for improvement	NB; there may be a delay if request sent by post (due to staff working part-time) Improvements in 2025: Increased staffing capacity (although both staff members are part-time)
6.12	Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response.	Yes	As per Complaints Policy Section 7	Improvements: Template/pro forma to include wording to indicate to the tenant that they can request stage 2 consideration, and how to do so.
6.13	The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1.	Yes	As per Complaints Policy Section 7	Complaints at Stage 2 are never investigated by the same person as Stage 1
6.14	Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged.	Yes	NB: There is occasional variation in this, due to staff members working part-time and members of the Complaints subcommittee working voluntarily.
6.15	Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 20 working days without good reason, and the reason(s) must be clearly explained to the resident.	Yes		Improved communication to the complainant in a situation where the timescale is extended, to clearly explain the extension and rationale
6.16	When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.	No	Ombudsman contact details in the Policy Section 11, and available on the LSH website. However variability with whether complainants aren’t routinely advised to contact the Ombudsman at this stage.	Plans for improvement: Standardised templates/pro forma to include Ombudsman contact details, by end of March 2026
6.17	A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.	Yes	As per Complaints Policy	LSH staff and/or the Complaints Subcommittee aim to respond as quickly as possible, regardless of whether it is possible to complete all actions (which may be dependent on a third party, eg a contractor). This prompt response supports early resolution where possible and minimises escalation of the complaint.
6.18	Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.	Yes	As per Complaints Policy Section 9	Plans for improvement: Write template/pro forma to ensure standardisation of responses to each point raised Clear reasons for decisions are given, referencing relevant policy, law and good practice, as appropriate
6.19	Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language:   the complaint stage;  the complaint definition; the decision on the complaint; the reasons for any decisions           made; the details of any remedy offered           to put things right; details of any outstanding           actions; and details of how to escalate the      matter to the Ombudsman           Service if the individual remains           dissatisfied.	Yes, with room for improvement	Some variability in communications/process. Increased Complaints subcommittee meetings, and use of Complaints tracker spreadsheet in 2025	Plans for improvement: Ensure to ‘close the loop’ by confirming in writing when a complaint is resolvedWrite template/pro forma to ensure standardisation of responses at this stage
6.20	Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.	Yes	As per Complaints Policy.   Monthly updates to the MC by the Complaints Subcommittee and involvement of MC at Stage 2 for decision making as required.	Plans for improvement: Write template/pro forma to ensure standardisation of responses at this stage

Section 7: Putting things right

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
7.1	Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include:  Apologising; Acknowledging where things have gone wrong; Providing an explanation,           assistance or reasons; Taking action if there has been           delay; Reconsidering or changing a           decision; Amending a record or adding a           correction or addendum; Providing a financial remedy; Changing policies, procedures or       practices.	Yes	As per Policy Section 10
7.2	Any remedy offered must reflect the impact on the resident as a result of any fault identified.	Yes	As per Policy Section 10	All remedies considered on a case-by-case basis considering the impact on the complainant
7.3	The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion.	Yes, with room for improvement	As per Policy Section 10. Some variability in communications/process of remedy offer.	Plans for improvement: Write template/pro forma to ensure standardisation of responses to complainant at this stageEnsure to ‘close the loop’ with MC, staff, Complaints subcommittee (i.e. update Complaints Tracker, and update MC)
7.4	Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.	Yes	As per Complaints Policy	All members of the Complaints Subcommittee and LSH staff to attend/refresh training via the Ombudsman Learning Hub, and signposted to the Ombudsman’s Guidance

Section 8: Putting things right

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
8.1	Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include:  the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements. a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept; any findings of non-compliance with this Code by the Ombudsman; the service improvements made as a result of the learning from complaints; any annual report about the landlord’s performance from the Ombudsman; and any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.	Yes	As per evidence submitted: LSH Self-Assessment 2025v2LSH Complaints Performance and Service Improvement Report December 2025LSH MC Response to CPSI Report Final December 2025	Evidence published on LSH website
8.2	The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this.	No	Complaints Policy available on website. Service improvement report and MC response emailed to membership in 2025.	Plans for improvement: Service improvement report and MC response will be uploaded to updated website in 2026
8.3	Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.	Yes	As per Complaints Policy	The Complaints Policy was updated in 2024 following the Complaints Handling Code being made statutory in April 2024. The Policy will be amended by October 2026 to reference additional required self-assessment following significant restructure, merger and/or change in procedures.
8.4	Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.	Yes		LSH will review and update the self-assessment if required by the Housing Ombudsman. The Complaints Policy will be amended by October 2026 to reference additional required self-assessment following request by the Ombudsman.
8.5	If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website Landlords must provide a timescale for returning to compliance with the Code.	Yes		LSH will inform the Housing Ombudsman in any situation where they are unable to comply with the code, and will publish an update to LSH members on the LSH website with a timescale for returning to compliance with the Code.

Section 9: Scrutiny & oversight: continuous learning and improvement  

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
9.1	Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint.	Yes	As per Policy Sections 1, 2, 3, 12, 14
9.2	A positive complaint handling culture is integral to the effectiveness with which landlords resolve disputes. Landlords must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery.	Yes	Policy Section 12, and the Complaint Performance and Service Improvement Report
9.3	Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents’ panels, staff and relevant committees.	Yes	Policy Section 12
9.4	Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.	Yes	The MC of LSH appoints a Complaints Subcommittee, comprising experienced members of the MC, who feed back to the MC any potential systemic issues/themes
9.5	In addition to this a member of the governing body (or equivalent) must be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints (‘the MRC’).	Yes	As per Policy Section 6
9.6	The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord’s complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.	Yes	As per Policy Section 6
9.7	As a minimum, the MRC and the governing body (or equivalent) must receive:  regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance; regular reviews of issues and trends arising from complaint handling;   regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and   annual complaints performance and service improvement report.	Yes	As per Policy Section 6
9.8	Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to:  have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments; take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and act within the professional standards for engaging with complaints as set by any relevant professional body.	Yes	As per Complaints Policy.	The Complaints Subcommittee meets (at a minimum) monthly with LSH staff, and updates the MC members on a monthly basis. LSH strives to foster positive relationships with the whole membership (as a fully mutual tenant-led cooperative) and also with contractors and other third parties. LSH has a culture of fairness, collaboration and cooperation and the MC are keen to learn from complaints (as per Complaint Performance and Service Improvement Report)