The Housing Ombudsman sets out how housing providers should handle complaints in a positive and swift way.
The code is fairly rigid, and housing providers are expected to meet its ‘procedures’. This means that from a service point of view, we can create a common map of the end-to-end journey for providers to start with and visualise the code.
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While the journey map below is a great starting point, reading the code and understanding the context is important. There are more requirements in the code that are not easily reflected in a journey map (like staff training).
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This journey map is intended to be a starting point for providers, as we expect each application to be unique.
A user journey map showing the housing ombudsman’s complaint handling code.
Design Patterns for Social Housing - Complaints journey.jpg
