Involved customers play a key role in helping us to improve our service to customers who make a formal complaint.

They do so by giving us feedback and providing oversight and scrutiny. The play a quality assurance role and ensure we’re meeting the Housing Ombudsman’s Complaint Handling Code. They also hold us to account for our performance and make sure we’re listening and learning from complaints.

The panel review a selection of complaint responses at random and give their feedback and score the quality of the responses. They also review complaint performance information.

Working closely with our Complaints Team, they develop a high level of understanding of our processes which enhances their ability to effectively scrutinise the complaint service.

The panel are not able to provide individual responses to any customers as part of their process.

For more information on our complaints procedure, click here.