Glossary
Complaint Handling Code
The Housing Ombudsman's statutory code (mandatory since April 2024) setting out how social landlords must handle complaints. Requires a two-stage process with set timescales: 5 working days to acknowledge, 10 working days for Stage 1, 20 working days for Stage 2. Non-compliance can be reported to the Ombudsman.
Where it comes from in law
- Housing Ombudsman Service, Free, independent complaints service for social housing tenants in England. Use it if your council or housing association has failed to resolve your complaint through its own process.
Related terms
TSM (Tenant Satisfaction Measures)
A set of 22 measures social landlords must publish from April 2023 covering repairs, complaints, building safety and tenant engagement. Published TSMs are useful evidence in any disrepair complaint or claim.
Dehumidifier
Domestic appliance that removes moisture from indoor air. Useful for managing condensation but NOT a fix for penetrating or rising damp. Landlords sometimes offer one to deflect from a structural repair, accept it but don't let it close the complaint.
Hygrometer
Small device that measures humidity (£10-20). Useful evidence in damp/mould complaints: take readings in affected rooms at multiple times and dates. Over 60% sustained humidity indicates a problem requiring landlord action.
ARLA (now ARLA Propertymark)
The main professional body for UK letting agents. ARLA-registered agents are bound by a code of conduct and a client money protection scheme. Useful to mention in complaints about private letting agents, they may be subject to ARLA disciplinary procedures.
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Glossary entries explain the words. If you have a damp, mould, heating or repair problem your landlord is ignoring, we can help. Call free or start your claim online.
By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.