URL: https://democracy.dacorum.gov.uk/ieDecisionDetails.aspx?ID=2617

Decision Maker: Portfolio Holder for People & Transformation

Outcome:

Is Key Decision?: Yes

Is Callable In?: Yes

Purpose: The Housing Ombudsman Service require Local Authorities to conduct a self-assessment against the Housing Ombudsman code; this was introduced in 2024.  The code exists to ensure consistency across the sector, ensuring that residents receive a fair service, regardless of where they live and who provides housing services.  It important therefore that DBC as a landlord takes steps to consider recommended changes to its policy ensuring that it meets the requirements of the code.   Following DBC’s initial assessment against the code, recommendations were made for DBC to amend its complaints policy for submission at the next annual submissions due on 30 September 2025.   DBC submitted its annual assessment and complaints policy revision as required on 30 September 2025.   Following the Housing Ombudsman’s review of the self-assessment and the complaints policy, the ombudsman identified non-compliance with the code and provided feedback, along with recommendations to revise the Complaints Policy v1.2 to ensure compliance with the Statutory Code.   Following a cross departmental review, liaison with the Housing Ombudsman, recommended amendments to the policy have been made and the Housing Ombudsman has acknowledged that these revisions will bring DBC in line with the code.  

Content: The Housing Ombudsman Service require Local Authorities to conduct a self-assessment against the Housing Ombudsman code; this was introduced in 2024.  The code exists to ensure consistency across the sector, ensuring that residents receive a fair service, regardless of where they live and who provides housing services.  It important therefore that DBC as a landlord takes steps to consider recommended changes to its policy ensuring that it meets the requirements of the code.   Following DBC’s initial assessment against the code, recommendations were made for DBC to amend its complaints policy for submission at the next annual submissions due on 30 September 2025.   DBC submitted its annual assessment and complaints policy revision as required on 30 September 2025.   Following the Housing Ombudsman’s review of the self-assessment and the complaints policy, the ombudsman identified non-compliance with the code and provided feedback, along with recommendations to revise the Complaints Policy v1.2 to ensure compliance with the Statutory Code.   Following a cross departmental review, liaison with the Housing Ombudsman, recommended amendments to the policy have been made and the Housing Ombudsman has acknowledged that these revisions will bring DBC in line with the code.   Background to report:   The Housing Ombudsman Service require Local Authorities to conduct a self-assessment against the Housing Ombudsman code; this was introduced in 2024.  The code exists to ensure consistency across the sector, ensuring that residents receive a fair service, regardless of where they live and who provides housing services.  It important therefore that DBC as a landlord takes steps to consider recommended changes to its policy ensuring that it meets the requirements of the code.   Following DBC’s initial assessment against the code, recommendations were made for DBC to amend its complaints policy for submission at the next annual submissions due on 30 September 2025.   DBC submitted its annual assessment and complaints policy revision as required on 30 September 2025.   Following the Housing Ombudsman’s review of the self-assessment and the complaints policy, the ombudsman identified non-compliance with the code and provided feedback, along with recommendations to revise the Complaints Policy v1.2 to ensure compliance with the Statutory Code.   Following a cross departmental review, liaison with the Housing Ombudsman, recommended amendments to the policy have been made and the Housing Ombudsman has acknowledged that these revisions will bring DBC in line with the code.  

Date of Decision: April 14, 2026