Complaints Monitoring Panel

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 hours every three months. 

Check out the panel’s Terms of Reference here.

We are listening

In May we completed an in-depth case review of a recent complaint. We interrogated the process from the initial report of the complaint through to the learning opportunities following the resolution of the complaint.

The panel have had significant input giving feedback on the Housing Ombudsman self-assessment document on the Complaints Code.

Going forward the panel will be scrutinising the improvements to service areas and ensuring any learning is successfully embedded

In August we reviewed two recent complaints, the panel praised the acknowledgement letter written by one of our Customer Resolution Officers. This letter is now being used as a template for all complaint acknowledgments.