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Wed, 19 February 2025

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The Ombudsman's Complaint Handling Code is aimed at protecting tenants, a move that is both highly commendable and overdue. Part of the statutory nature of the Code means that landlords - among whose number are specialist charities such as Veterans Aid - are required to submit a lengthy annual report against tenant satisfaction measures. In some respects, this is a good thing - writes CEO Professor Hugh Milroy, who points out that what might be desirable for large social housing providers, threatens to be an oppressive administrative burden for small, specialist organisations.