This became statutory on 1st April 2024 and has been issued in line with the provision of the Social Housing Regulation Act 2023. This enables the Housing Ombudsman to issue a code of practice about the procedures members of the scheme should have in place for considering complaints. The Act also places a duty on the Ombudsman to monitor compliance with the Code.

Part of the statutory nature of the Code means landlords are required to submit an annual submission of their performance against the Code to ensure they are compliant. The Landlord is required to publish a copy of it's self-assessment annual complaints performance and service improvement report, a Governing body statement and its compliance policy on its website so it is easily accessible to residents.