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Last updated: 25-06-2024. From web page: Housing complaints.

Complaint Handling Code Self-Assessment 2024

Appendix A

Self-assessment form

This self-assessment form should be completed by the complaints officer and it must be reviewed and approved by the landlord’s governing body at least annually.

Once approved, landlords must publish the self-assessment as part of the annual complaints performance and service improvement report on their website. The governing body’s response to the report must be published alongside this.

Landlords are required to complete the self-assessment in full and support all statements with evidence, with additional commentary as necessary.

We recognise that there may be a small number of circumstances where landlords are unable to meet the requirements, for example, if they do not have a website. In these circumstances, we expect landlords to deliver the intentions of the Code in an alternative way, for example by publishing information in a public area so that it is easily accessible.

Section 1

Definition of a complaint

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
1.2 A complaint must be defined as:

‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’		 Yes SCC Policy 6: defines a complaint as ‘Any expression of dissatisfaction with our services’. SCC policy 5 recognises the difference between a formal complaint and a service request. Customer Comments, Compliments and Complaints Policy
1.3 A resident does not have to use the word ‘complaint’ for it to be treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy. Yes SCC policy 8: ‘Stage 2 will deal with any persistent service failure that has not been adequately addressed at Stage 1 Service Recovery.’

SCC policy 13 states who can complain.

SCC policy 14 advises on help from someone else to make a complaint.		 Customer Comments, Compliments and Complaints Policy
1.4 Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly. Yes The difference is stated in the SCC Policy 5.

Service requests are treated as business as usual and logged on the relevant system.

The difference between service requests and complaints is also explained on the webpages for tenants regarding making a complaint.		 Customer Comments, Compliments and Complaints Policy

Housing complaints
1.5 A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains. Yes SCC Policy 16 says a complaint may be made to any member of staff who will then forward it to the relevant service manager Customer Comments, Compliments and Complaints Policy
1.6 An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents can complain. Yes From June 2024 a link to the Complaints process will be added to all future formal Housing consultations  

Section 2

Exclusions

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
2.1 Landlords must accept a complaint unless there is a valid reason not to do so. If landlords decide not to accept a complaint they must be able to evidence their reasoning. Each complaint must be considered on its own merits Yes SCC Policy 8 explains what the scheme covers in terms of complaints. Section 9 explains when a more appropriate procedure might apply. Section 12 deals with exclusions. Section 15 explains anonymous complainants Customer Comments, Compliments and Complaints Policy
2.2

A complaints policy must set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to residents. Acceptable exclusions include:

  • The issue giving rise to the complaint occurred over twelve months ago.
  • Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
  • Matters that have previously been considered under the complaints policy.
 Yes

SCC Policy 19 sets out the time limit

SCC Policy 12 excludes court or tribunal determination and previous matters investigated

 Customer Comments, Compliments and Complaints Policy
2.3 Landlords must accept complaints referred to them within 12 months of the issue occurring or the resident becoming aware of the issue, unless they are excluded on other grounds. Landlords must consider whether to apply discretion to accept complaints made outside this time limit where there are good reasons to do so. Yes SCC Policy section 19 – within 12 months or discretion of the Executive Director Customer Comments, Compliments and Complaints Policy
2.4 If a landlord decides not to accept a complaint, an explanation must be provided to the resident setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell the landlord to take on the complaint.

Exclusions are provided in SCC Policy 9, 12, 18.

The policy provides that explanation and signposts to the correct process and also gives the Ombudsman details. It is usually a Complaints Resolution Team function to refuse a complaint however it is covered in the Investigation Guide on the CRT intranet site.

 Customer Comments, Compliments and Complaints Policy
2.5 Landlords must not take a blanket approach to excluding complaints; they must consider the individual circumstances of each complaint. Yes Each complaint is logged and forwarded to appropriate manager for a response. Specific exclusions are laid out in the policy. Customer Comments, Compliments and Complaints Policy

Section 3

Accessibility and Awareness

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
3.1 Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of residents who may need to access the complaints process. Yes SCC Policy 16: customers can complain via a form, email, leaflet or factsheet, online form on SCC website, by letter, telephone with written confirmation, in person and via a member of staff.

Complaints information specific to Housing is on SCC web pages.

Information about how to complain is shared via Social Media and in the ‘Tenants Link’ Magazine		 Customer Comments, Compliments and Complaints Policy

Housing complaints

Got a complaint? Let us know so we can put it right
3.2 Residents must be able to raise their complaints in any way and with any member of staff. All staff must be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the landlord. Yes All staff are required to undertake e-learning training and be aware that a customer can make a complaint to them which will be dealt with in the way set out in the SCC policy  
3.3 High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process. Low complaint volumes are potentially a sign that residents are unable to complain. Yes Complaints are viewed as an opportunity to review and improve service – Complaints Review Panel meets bi-monthly with aim to learn and improve from complaints  
3.4 Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the two stage process, what will happen at each stage, and the timeframes for responding. The policy must also be published on the landlord’s website. Yes Landing page for complaints on SCC website. SCC Complaints Policy details what residents can expect when making a complaint.

Information also available on Housing’s web pages		 Customer Comments, Compliments and Complaints Policy

Housing complaints
3.5 The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.   Webpages have been developed for Housing Housing complaints
3.6 Landlords must give residents the opportunity to have a representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the landlord. Yes SCC Policy 14 states how someone can involve someone else to help and support them through the process of making a complaint. Webpage for Council Tenancy provides a form to nominate someone to act on tenant’s behalf. Customer Comments, Compliments and Complaints Policy

Nominate someone to speak up for you
3.7 Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint. Yes It is contained in complaints responses, in the SCC Policy 23, and is included in Housing webpages on complaints. An article in Tenants Link with information on the new Complaints Handling Code has been published June 24. Customer Comments, Compliments and Complaints Policy

Housing complaints

Got a complaint? Let us know so we can put it right

Section 4

Complaint Handling Staff

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
4.1 Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties. Yes Corporate Complaints Resolution Team  
4.2 The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly. Yes Corporate Complaints Resolution Team for Stage 2 and Ombudsman complaints. Relevant managers deal with Stage 1 complaint investigations and responses.  
4.3 Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively Yes Complaints are prioritised and discussed at Complaints Handling Panel and Senior Leadership Team meetings. All staff undertake complaints handling e-learning training. Technical guidance for managers  

Section 5

The Complaint Handling Process

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
5.1 Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain. Yes Single complaints policy exists Customer Comments, Compliments and Complaints Policy
5.2 The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion. Yes Two stage process Customer Comments, Compliments and Complaints Policy

Housing complaints
5.3 A process with more than two stages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman. Yes Two stage process Customer Comments, Compliments and Complaints Policy

Housing complaints
5.4 Where a landlord’s complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes. n/a    
5.5 Landlords are responsible for ensuring that any third parties handle complaints in line with the Code. n/a    
5.6 When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as “the complaint definition”. If any aspect of the complaint is unclear, the resident must be asked for clarification. No Resources are not in place for Stage 1.

Stage 2 complies – Corporate Complaints Resolution Team		 Not compliant at Stage 1 at present but a business case is being written to potentially allocate resource and process for this
5.7 When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear. No Resources have not been put in place for Stage 1. A business case is being developed for this resource.

Stage 2 complies – Corporate Complaints Resolution Team		  
5.8 At each stage of the complaints process, complaint handlers must:

a. deal with complaints on their merits, act independently, and have an open mind;
b. give the resident a fair chance to set out their position;
c. take measures to address any actual or perceived conflict of interest; and
d. consider all relevant information and evidence carefully.		 Yes SCC Policy 7 – complaints service standards.

Customer Access Strategy ensures services are customer focused with easy and accessible communication routes.		 Customer Comments, Compliments and Complaints Policy

Customer Access Strategy
5.9 Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident suitable intervals for keeping them informed about their complaint. Yes Extension letter and process set in place Email mytenancy@southampton.gov.uk to request to view the 'Extension letter housing March 2024' 
5.10 Landlords must make reasonable adjustments for residents where appropriate under the Equality Act 2010. Landlords must keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review. Yes SCC Policy 16 – access and equalities. The customers may make a complaint in the simplest way for them.

Disabilities recorded on Housing Management data base. Information initially recorded when tenancy begins. Tenants encouraged to keep SCC up to date, as per Tenant’s Link articles

12/02/24 Policy was reviewed by Governance Committee and deemed to fully accord with Equality Act 2010 and Human Rights Act 1998.		 Customer Comments, Compliments and Complaints Policy

Keep us up to date so that we can help when needed

Get the housing information you need however you need
5.11 Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code. Yes SCC policy 22 – complaint escalation. Customer Comments, Compliments and Complaints Policy
5.12 A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys. Yes This is done on Lagan with all documentation regarding each complaint uploaded at Stage 1. Stage 2 are also recorded on Iken database.  
5.13 Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation. Yes A resolution can be made, and the complaint closed at any stage  
5.14 Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be able to evidence reasons for putting any restrictions in place and must keep restrictions under regular review. Yes SCC Complaint Policy 18 – dealing with persistent and vexatious customer behaviour policy Customer Comments, Compliments and Complaints Policy

Unreasonably Persistent and Vexatious Customer Behaviour Policy 2021
5.15 Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrate regard for the provisions of the Equality Act 2010. Yes SCC Policy 18

Unreasonably persistent and vexatious customer behaviour policy		 Customer Comments, Compliments and Complaints Policy

Unreasonably Persistent and Vexatious Customer Behaviour Policy 2021

Section 6

Complaints Stage 1

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
6.1 Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident. Yes This is covered in the Investigation Guide on the Intranet  
6.2 Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days of the complaint being received. Yes Acknowledgement time is set out on the website as 5 days Complaints response letter template

A business case is being written to potentially secure a resource to define the complaint within the acknowledgement letter.		 Email mytenancy@southampton.gov.uk to request to view the 'Acknowledgement template March 2024'
6.3 Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged. Yes Stated in Section 4 Customer Comments, Compliments and Complaints Policy
6.4 Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident. Yes Included in letter template Email mytenancy@southampton.gov.uk to request to view the 'Extension letter housing March 2024'
6.5 When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman. Yes Included on the letter template Email mytenancy@southampton.gov.uk to request to view the 'Extension letter housing March 2024'
6.6 A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident. Yes This is done. Sometimes the complaint has been resolved but if not the dates of appointments/actions are contained within the response letter. Email mytenancy@southampton.gov.uk to request to view the 'Template reply Housing March 2024'
6.7 Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate. Yes The response letters address complaint point by point. Email mytenancy@southampton.gov.uk to request to view the 'Template reply Housing March 2024'
6.8 Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint. Yes This is done. Follow up complaints are added to the original one on Lagan.  
6.9 Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language:

a. the complaint stage;
b. the complaint definition;
c. the decision on the complaint;
d. the reasons for any decisions made;
e. the details of any remedy offered to put things right;
f. details of any outstanding actions; and
g. details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.		 Yes This is covered in the reply letter template
Email mytenancy@southampton.gov.uk to request to view the 'Template reply Housing March 2024'

Complaints Stage 2

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
6.10 If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response. yes Stated in Section 4 Customer Comments, Compliments and Complaints Policy
6.11 Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working days of the escalation request being received. yes This is stated on the website and included in the Stage 2 acknowledgement letter template Email mytenancy@southampton.gov.uk to request to view the 'Stage 2 acknowledgement'
6.12 Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response. No SCC policy 22 – We ask customers to explain, in writing, the reasons for their dissatisfaction and why they are requesting a stage 2 response. Action to review current policy wording to reflect requirements. Customer Comments, Compliments and Complaints Policy
6.13 The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1. Yes Stage 2 are considered by Corporate Complaints Resolution Team which is different to Stage 1 which is dealt with by the relevant service manager  
6.14 Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged. Yes SCC Policy 4 Customer Comments, Compliments and Complaints Policy
6.15 Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 20 working days without good reason, and the reason(s) must be clearly explained to the resident. Yes SCC Policy 4

Extension letter template available		 Customer Comments, Compliments and Complaints Policy

Email mytenancy@southampton.gov.uk to request to view the 'Extension letter housing March 2024'
6.16 When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman. Yes Included on letter template Email mytenancy@southampton.gov.uk to request to view the 'Extension letter housing March 2024'
6.17 A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident. Yes Outstanding actions and timescales when appropriate are contained within the response letters Email mytenancy@southampton.gov.uk to request to view the 'Template reply Housing March 2024'
6.18 Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate. Yes Response template clearly sets out how this should be done Email mytenancy@southampton.gov.uk to request to view the 'Template reply Housing March 2024'
6.19 Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language:

a. the complaint stage;
b. the complaint definition;
c. the decision on the complaint;
d. the reasons for any decisions made;
e. the details of any remedy offered to put things right;
f. details of any outstanding actions; and
g. details of how to escalate the matter to the Ombudsman Service if the individual remains dissatisfied.		 Yes Response template clearly sets out how this should be done Email mytenancy@southampton.gov.uk to request to view the 'Stage 2 response template March 2024'
6.20 Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response. Yes This is covered in the Investigation Guide on the Intranet  

Section 7

Putting things right

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
7.1 Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include:
  • Apologising;
  • Acknowledging where things have gone wrong;
  • Providing an explanation, assistance or reasons;
  • Taking action if there has been delay;
  • Reconsidering or changing a decision;
  • Amending a record or adding a correction or addendum;
  • Providing a financial remedy;
  • Changing policies, procedures or practices.
 Yes SCC Policy 21 states guidance on remedies and resolution. This is covered in the Investigation Guide on the Intranet Customer Comments, Compliments and Complaints Policy
7.2 Any remedy offered must reflect the impact on the resident as a result of any fault identified. Yes This is covered in the Investigation Guide on the Intranet  
7.3 The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion. Yes SCC Policy 21 states guidance on remedies and resolution. This should be done as part of the stage one or stage two response Customer Comments, Compliments and Complaints Policy
7.4 Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.   This is covered in the Investigation Guide on the Intranet  

Section 8

Putting things right

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
8.1 Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include:

a. the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements.
b. a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept;
c. any findings of non-compliance with this Code by the Ombudsman;
d. the service improvements made as a result of the learning from complaints;
e. any annual report about the landlord’s performance from the Ombudsman; and
f. any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.		 No Annual corporate complaints report goes to Governance Committee

End of year complaints report published for tenants
a. The self-assessment published annually on completion on the council website.
b. End of year report available the website. Complaints refused not included as all complaints are logged as service requests or treated as a complaint.
c. The number and outcomes of complaints to the Housing Ombudsman will be added to the end of year report when available
d. A Learning Action Plan is completed by Housing Operations managers to log learning from complaints. The Complaints Review Panel provides an opportunity to review and learn from complaints. Plan to investigate if service improvements as a result of a complaint can be recorded when the updated version of Lagan is implemented.
e. And f. these are published on the website as and when received.		 a. Annual corporate complaints report
b. Current published self-assessment
c. End of year reports
8.2 The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this. No Annual corporate complaints performance report is submitted to the Governance Committee and published on website.

An end of year report is published online. This is not an annual/service improvement report. However, a business case is due to be written, potentially allocating resource for Housing to have a 'Single Point of Contact’ role. Service improvement reports could form part of this new role.		 Annual corporate complaints report

Housing complaints
8.3 Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures. n/a    
8.4 Landlords may be asked to review and update the self-assessment following an Ombudsman investigation. Yes This will happen when required  
8.5 If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website Landlords must provide a timescale for returning to compliance with the Code. Yes This will happen as required  

Section 9

Scrutiny & oversight: continuous learning and improvement

Code provision Code requirement Comply: Yes / No Evidence Commentary / explanation
9.1 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. Yes This is being done via the Complaints Review Panel. Terms of Reference Email mytenancy@southampton.gov.uk to request to view the 'Housing Complaints Review Panel- Terms of Reference'
9.2 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. Yes All staff are required to complete e-learning Complaints training which encourages a positive approach to complaints handling. This is being done via the Complaints Review Panel. Additional Complaints training under development for managers.  
9.3 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. Yes In train via the Tenants Scrutiny Panel and plans to publish data on website Tenant scrutiny panel
9.4 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. Yes Complaints Resolution Team / Legal Team  
9.5 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’). Yes Jamie Brenchley (Head of Housing)  
9.6 The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord’s complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.   See above  
9.7 As a minimum, the MRC and the governing body (or equivalent) must receive:

a. regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance;
b. regular reviews of issues and trends arising from complaint handling;
c. regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and
d. annual complaints performance and service improvement report.		   See above  
9.8 Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to:

a. have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments;
b. take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
c. act within the professional standards for engaging with complaints as set by any relevant professional body.		 Yes One corporate policy in place Customer Comments, Compliments and Complaints Policy