Annual Complaints and Service Improvement Report
The Housing Ombudsman Service (HOS) Complaint Handling Code
The HOS Complaint Handling Code promotes a positive complaints culture across the social housing sector ensuring that complaints are dealt with fairly in accordance with the requirements of the Code.
Our purpose is to improve the lives of our customers by providing healthy, affordable homes and enhancing our communities. Complaints help us do this by providing a way of learning and giving us an opportunity to put things right in a fair and reasonable way for our customers.
Landlords are expected to annually self-assess against the Code and publish the outcome. MDH last reviewed their self-assessment form against the Code in 2026 and this is available to view on our webpages.
An Annual Complaint Handling Report and associated documents relating to performance, lessons learnt and a copy of the self-assessment against the Code was last presented to the Councils Home Policy Development Group (Homes PDG) on 08 September 2026. A copy of this report including Minutes of the meeting are available to view at: Agenda for Homes Policy Development Group on Tuesday, 8th September, 2026, 1.30 pm - MIDDEVON.GOV.UK. Homes PDG recommended that Cabinet approved the Annual Complaints Handling Report and accompanying annexes at their meeting on 6 October 2026. A copy of this report including Minutes of the meeting are available to view at: Agenda for Cabinet on Tuesday, 6th October, 2026, 5.15 pm - MIDDEVON.GOV.UK
A copy of the above documents are provided to the HOS to show compliancy with the HOS Code requirements.
Further details of the Code is available to view on the Housing Ombudsman Service webpages at: The Complaint Handling Code | Housing Ombudsman Service
Councillor Jane Lock, Cabinet Member for Housing, Assets & Property signed off the Report Annual Complaints Handling Report, along with the supporting documents and the Self-Assessment against the Housing Ombudsman Code, and confirms that they accurately reflect our policies, procedures, and commitment to high-quality complaint handling. See Annual Complaints and Service Improvement Report 2025-26 for the full statement provided by her.
The Annual Complaint Handling Report provides an update on Mid Devon Housing’s complaint handling performance over the last financial year and highlights the changes we have made as a result of the learnings from complaints.
