Introduction
This self-assessment demonstrates Quo Vadis Trust’s compliance with the Housing Ombudsman Complaint Handling Code for 2025/26. It reviews complaint handling processes against each requirement of the Code, identifies areas of good practice, and outlines the actions being taken to ensure complaints continue to be handled fairly, consistently and transparently.
Key Highlights
Compliance with the Complaint Handling Code
The self-assessment confirms that Quo Vadis Trust has reviewed its complaints procedures against the latest Housing Ombudsman Complaint Handling Code, identifying where requirements have been met and documenting the evidence supporting compliance.
Continuous improvement
The review highlights QVT's commitment to continually improving complaint handling by regularly reviewing policies, strengthening governance and monitoring performance against the Code's expectations.
Key Compliance Areas
Housing Ombudsman Code Compliance
- Definition of a Complaint
- Accessibility & Awareness
- Complaint Handling
- Personnel Complaint Acceptance
- Complaint Handling Process
- Putting Things Right
- Self-Assessment & Reporting
- Scrutiny & Oversight
- Continuous Learning
This self-assessment reviews each section of the Housing Ombudsman Complaint Handling Code and provides supporting evidence of compliance.
Key Governance Improvements
- Member Responsible for Complaints appointed
- Complaints policy suite updated
- Annual reporting framework established
The 2025/26 review also introduced a number of governance and process improvements to strengthen future complaint handling.
Source: QVT Self Assessment - Housing Ombudsman Complaint Handling Code 2025/26.
Read the full report
Download the complete Self Assessment - Housing Ombudsman Complaint Handling Code 2025/26 to view Quo Vadis Trust's full self-assessment, supporting evidence and compliance against the Housing Ombudsman Complaint Handling Code.