Reporting

Complaint Handling Code Self-Assessment

The Housing Ombudsman’s Complaint Handling Code (the Code) sets out best practice for landlord’s complaint handling procedures, to enable a positive complaints culture across the social housing sector. The Code encourages landlord-tenant relationships so that residents can raise a complaint if things go wrong. The Code became statutory on 1 April 2024, meaning that all members of the Housing Ombudsman Scheme are obliged by law to follow its requirements.

Our Board has reviewed Rooftop’s self-assessment against the Code, and is pleased to confirm that the organisation continues to meet the required standards.

The Board maintains robust oversight of complaints performance through a clear and structured governance framework. This comprehensive approach ensures that insight and learning from complaints translate into meaningful service improvements, with actions clearly identified, tracked, and delivered across the organisation. Maintaining an effective complaints process that drives continuous service improvement remains a key priority for the Board. It strongly recognises the value of learning from customer feedback and welcomes the progress and improvements highlighted within this report. The Board is particularly encouraged by the positive impact of the Achieving Excellence Together Programme in further strengthening complaint handling arrangements.

The Board notes the increase in complaint volumes at Rooftop, reflecting both wider sector trends and the organisation’s continued encouragement of customers to raise concerns. Supported by the Member Responsible for Complaints (MRC), the Board will continue to closely monitor performance, ensuring services remain consistent, responsive, and firmly customer focused. The Board has approved this statement.

Our MRC comments: “I am encouraged by the transparency and learning culture demonstrated throughout this report. Complaints provide an invaluable insight into our customers’ experiences, and I am committed to ensuring these voices continue to shape service improvement. I look forward to working closely with the Executive Team and Board colleagues to build on the progress already being made and to further strengthen outcomes for our customers."