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
Our Council Housing Complaints Policy.
Complaints about council housing page.
Commentary / explanation
Point 9.1 of our Policy.
We publish details of service improvements as part of our Annual Complaint Performance and Service Improvement Report, as well as to our Residents Complaints Panel.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Section 1 and point 9.1 of our Policy.
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
Our Council Housing Complaints Policy.
Complaints about council housing page.
Commentary / explanation
Point 9.2 of our Policy.
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 Working Group (of the Scrutiny Committee) twice a year. Minutes and reports from these meetings are published on our website.
Our Resident Complaints Panel commenced in June 2026.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Section 8 of our Policy.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Point 8.1 of our Policy.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Point 8.2 of our Policy.
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
Our Council Housing Complaints Policy.
Commentary / explanation
Point 9.3 of our Policy.
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 Council Housing Complaints Policy.
Commentary / explanation
Points 8.8 and 8.9 of our Policy.
