Section 9: Scrutiny and oversight: continuous learning and improvement
Code provision 9.1
Requirement
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.
Do we comply?
Yes
Evidence
See our Annual Council Housing Complaint Performance and Service Improvement Report 2024-25.
Commentary / explanation
We publish details of service improvements as part of our annual complaint performance and service improvement report.
Identifying service improvements is considered an important part of a complaint investigation.
The complaints hub liaises with the relevant department when trends are identified to examine possible improvements.
Code provision 9.2
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Complaints are regularly discussed in meetings and training sessions, including the benefits to the organisation of the information and opportunities they provide.
The complaints hub encourages a positive approach to complaints within the organisation and build productive relationships with other teams in order to have open, well-informed discussions on resolutions and learning. We believe complaint investigations, resolution, and service improvements are best achieved through positive collaboration and clear ownership of issues.
Code provision 9.3
Requirement
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.
Do we comply?
Yes
Evidence
See our Annual Council Housing Complaint Performance and Service Improvement Report 2024-25.
Commentary / explanation
Learning and improvement from complaints is reported as part of the Annual Complaints Performance & Service Improvement report. This is available on our website. This report is presented to the governing body annually.
Information regarding complaints is regularly featured in our tenant newsletter.
Complaints performance and learning is reported to the Housing & Homelessness Panel (of the Scrutiny Committee). Minutes and reports from these meetings are published on our website.
We are currently exploring the best format for involving residents more with complaints and service improvements, with a view to forming a panel to discuss our approach, improvements, and trends.
Code provision 9.4
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
The Customer Care & Complaints Manager assesses themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision. This is done in collaboration with the Customer Care & Complaints Officers, the complaints hubs handling non-housing related complaints, and management from other teams.
The Landlord Services Manager has accountability for complaints handling.
Code provision 9.5
Requirement
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’).
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
The Leader of Oxford City Council is responsible for complaints in their Cabinet portfolio.
Code provision 9.6
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Complaints performance and learning is reported to the Housing & Homelessness Panel (of the Scrutiny Committee). The MRC has access to this information and can approach staff at any point for further information.
We will look to implement quarterly reporting to the MRC to ensure we are more proactively sharing information.
Code provision 9.7
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Complaints performance and learning is reported to the Housing & Homelessness Panel (of the Scrutiny Committee).
The 2024 Annual Complaints Performance & Service Improvement report was presented to the Housing & Homelessness Panel (Panel of the Scrutiny Committee) on 10 October 2024 and Cabinet (Governing body) on 16 October 2024. We intend to take the 2025 report to Cabinet on 11 June 2025.
Code provision 9.8
Requirement
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.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
This is all reflected in our Comments, Compliments and Complaints procedure.
This approach is also regularly reinforced internally through training and communication, overseen by the Customer Care & Complaints Manager.
