Self-Assessment Form for Complaints Handling

This document is a guide detailing the self-assessment form that must be completed by the complaints officer and reviewed by the landlord’s governing body at least annually. It outlines the requirements for landlords to publish the self-assessment as part of their annual complaints performance and service improvement report on their website. The guide specifies that landlords must provide evidence for all statements made in the self-assessment and include additional commentary as necessary. It recognizes that some landlords may face challenges in meeting these requirements, such as lacking a website, and suggests alternative methods for publishing information. The document further defines a complaint, differentiates it from service requests, and establishes the process for handling complaints, including the need for a clear complaints policy and the importance of accessibility for residents. It emphasizes the role of complaints officers in managing the complaints process effectively.