Housing Ombudsman's Complaint Handling Code
Camden and Tower Hamlets councils are currently updating their complaint handling policies and reviewing performance against the Housing Ombudsman's Code.
Camden Council is updating its complaints policy to align with the amended Housing Ombudsman's Complaint Handling Code, which guides social housing providers on best practices for tenant complaints. The Audit and Corporate Governance Committee reviewed the council's complaints policy and procedure in November 2025, where councillors were asked to approve the District Management Complaint procedure to ensure consistency.
Separately, Tower Hamlets Council is taking steps to improve its housing complaint handling, including undertaking root cause analysis for issues such as repairs. The Housing Management Cabinet Sub-Committee discussed the council's annual complaints performance and its self-assessment against the Complaint Handling Code in August 2025.
Key facts
- Camden Council's Audit and Corporate Governance Committee reviewed the complaints policy and procedure in November 2025. Source
- Camden councillors were asked to approve the District Management Complaint procedure in November 2025. Source
- Tower Hamlets' Housing Management Cabinet Sub-Committee discussed complaints performance and self-assessment in August 2025. Source
- Tower Hamlets Council received 2,385 complaints in 2024/25, with 2,011 being Stage 1 complaints. Source
- Camden Council's complaints policy was last amended in 2023. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.