Complaint handling code self-assessment
Continuous learning and improvement
Code section | Code requirement | Comply (Yes/No) | Evidence, commentary and any explanations |
---|---|---|---|
7.2 | Accountability and transparency are integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints in their annual report and more frequently to their residents, staff and scrutiny panels. | Yes | Figures and learnings detailed in annual report and report to Housing and Neighbourhoods Committee. |
7.3 | A member of the governing body should be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This role will be responsible for ensuring the governing body receives regular information on complaints that provides insight to the governing body on the landlord's complaint handling performance. | Yes | The Senior Performance and Data Protection Officer overseas the complaints process and the Strategic Director responsible for the service area leads on reporting to Policy and Resources Committee. |
7.4 | As a minimum, governing bodies should receive:
| Yes | Six monthly reports on compliance to Housing and Neighbourhoods Committee. |
7.5 | Any themes or trends should be assessed by senior management to identify potential systemic issues, serious risks or policies and procedures that require revision. They should also be used to inform staff and contractor training. | Yes | Service Managers input and maintain learning from complaints and regular reviews of the policy are undertaken. |
7.6 | Landlords should have a standard objective in relation to complaint handling for all employees that reflects the need to:
| Yes | Policy outlines approach. |