The Complaint Handling Code 2024: your rights explained
The Complaint Handling Code sets the rules your social landlord must follow when you complain, including how quickly they must respond. Since April 2024 it is legally binding.
Get help with my complaintYour rights around the complaint handling code 2024
The Housing Ombudsman’s Complaint Handling Code sets out exactly how your landlord must deal with a complaint. Since April 2024 it has been statutory under the Social Housing (Regulation) Act 2023, meaning landlords are legally required to follow it.
The Code gives you a clear two-stage process with fixed deadlines, so a landlord cannot leave your complaint drifting. If they break the Code, the Housing Ombudsman can take action against them.
Legal deadlines
Once you make a formal complaint, your landlord must send a full written Stage 1 response within 10 working days of acknowledging it. If they need a short extension they must explain why and agree it with you.
If you are not satisfied and escalate to Stage 2 (a review by someone more senior), your landlord must respond within 20 working days.
Key facts
The Code is legally binding
Since April 2024, under the Social Housing (Regulation) Act 2023, the Complaint Handling Code is statutory. Your landlord must comply with it. It is not just guidance.
A clear two-stage process
Stage 1 is the landlord’s first formal response (within 10 working days). If you are unhappy with it, you escalate to Stage 2, a more senior review (within 20 working days). Your landlord must tell you how to escalate.
Your landlord must signpost the Ombudsman
At the end of the process, your landlord must tell you that you can take your complaint to the Housing Ombudsman, which is free and independent.
There are consequences for breaking the Code
If a landlord fails to follow the Code, the Housing Ombudsman can issue a Complaint Handling Failure Notice or Order requiring them to put it right.
What to do step by step
Keep a written record at every stage. Dates and written communications are your most important evidence.
Make your complaint clearly and in writing
Say plainly that you are making a formal complaint, describe the problem, and keep a copy with the date. This starts the Stage 1 clock.
Hold them to the 10-working-day deadline
If you have no full Stage 1 response within 10 working days (and no agreed extension), that is a breach of the Code.
Escalate to Stage 2 if you are not satisfied
Ask in writing to escalate to Stage 2. Your landlord then has 20 working days to respond.
Go to the Housing Ombudsman
Once you have completed Stage 2 (or the landlord has missed the deadlines), you can refer your complaint to the Housing Ombudsman for free.
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Generate my free complaint letterCommon questions
How long does my landlord have to respond to a complaint?+
10 working days at Stage 1 and 20 working days at Stage 2, under the Complaint Handling Code. They may agree a short, explained extension, but cannot simply leave it unanswered.
Is the Complaint Handling Code actually law?+
Yes. Since April 2024 it is statutory under the Social Housing (Regulation) Act 2023, so your landlord is legally required to follow it.
What is the difference between Stage 1 and Stage 2?+
Stage 1 is the landlord’s first formal investigation and response. Stage 2 is a review by someone more senior if you are not satisfied with the Stage 1 outcome.
What if my landlord ignores the Code?+
You can take your complaint to the Housing Ombudsman, which can issue a Complaint Handling Failure Notice or Order and require the landlord to put things right.