Section 4: Complaint Handling Staff
Code provision 4.1
Requirement
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.
Do we comply?
Yes
Evidence
Our online Comments, Compliments and Complaints procedure.
Commentary / explanation
Within Landlord Services there is a complaints ‘hub’ made up of the Customer Care & Complaints Manager, and Customer Care & Complaints Officers. The hub takes responsibility for the investigating, resolving and responding to complaints, and monitoring actions and service improvement.
Along with the Ombudsman Link Officer, the Customer Care & Complaints Manager liaises with the Ombudsman.
The Customer Care & Complaints Manager is responsible along with senior management withing Landlord Services for reporting to the governing body.
Code provision 4.2
Requirement
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.
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Those within the complaints hub are empowered to approach all necessary staff to gather evidence and progress actions. Decisions on whether a complaint is upheld or not, remedies, and compensation are made by those in the hub.
Code provision 4.3
Requirement
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
Do we comply?
Yes
Evidence
n/a
Commentary / explanation
Staff within the complaints hub undergo regular training via the Housing Ombudsman website and other providers.
We provide guidance and training to staff within other teams around complaints.
As of January 2025, we are recruiting an additional Customer Care & Complaints Officer.
