Complaints Monitoring Panel

The panel is made up of volunteers who focus on how we deal with complaints.

Their purpose is to drive change across the business and raise standards for tenants and customers who use the complaints service. The panel achieve this by quality-checking all aspects of complaint handling and performance, analysing and understanding themes for complaints, and spotlighting areas for further scrutiny.

Using example case studies, they identify themes and trends to assess whether procedures have been followed or require changing. In addition to this the panel provides their comments on the Housing Ombudsman Complaint Handling Code and monitors the self-assessment to ensure we are compliant when dealing with complaints.

The panel meetings take place for two/three hours every three months.

Check out the panel’s Terms of Reference here.