Key topics

The Complaint Handling Code becomes statutory in April 2024, and it has never been more important to understand what good complaint handling is.  

Find a range of learning materials on complaint handling on this key topic page. 

Effective knowledge and information management is a challenging issue for landlords.

Discover guidance, spotlight reports, and training options to help you understand this key topic. 

This key topic page explores the variety of orders that we can make to put things right.

Find out more about compensation, ordering a repair to be undertaken or a survey to be completed, as well as apologies and reviews of policy. 

Damp and mould is a reoccurring issue that continually arises in our case work. 

Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords. 

Poor communication is often the root cause of housing complaints, eroding trust and leading to escalating issues.

Discover guidance, spotlight reports, and training options to help you understand this key topic. 

Noise complaints are a common issue that residents and landlords face in their daily lives.

Explore guidance, spotlight reports, and training options for landlords and residents to help you navigate through this key topic. 

The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their governing body to provide assurance to the governing body on the effectiveness of its complaints system. 

Find out more about the importance of the role and who should be the MRC within your organisation. 

Pest infestation can be extremely distressing for residents and of significant difficulty for landlords to resolve. 

Discover guidance and case studies to help you understand this key topic.