Complaint handling code self-assessment

Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint.

A positive complaint handling culture is integral to the effectiveness with which landlords resolve disputes. Landlords must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery. 

Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents' panels, staff and relevant committees. 

To be implemented from 1 July 2024 to allow this Self-Assessment and the Annual Complaints Performance and Service Improvement Report to be shared with staff, Cabinet and tenants through the Tenant Engagement Panel which is being established in 2024/25. The formal report (see 8.1 above) will be considered by Cabinet and shared with staff via team meetings.

On an ongoing basis information on complaints and learning will be shared on a quarterly basis reflecting the format of the Annual Complaints Performance and Service Improvement Report.

Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.

In addition to this a member of the governing body (or equivalent) must be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints ('the MRC').

As a minimum, the MRC and the governing body (or equivalent) must receive: 

• regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance; 
• regular reviews of issues and trends arising from complaint handling;   
• regular updates on the outcomes of the Ombudsman's investigations and progress made in complying with orders related to severe maladministration findings; and   
• annual complaints performance and service improvement report.

Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to: 

• have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments; 
• take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and 
• act within the professional standards for engaging with complaints as set by any relevant professional body.