Purpose
To provide a quarterly forum for residents to improve the Housing Services complaints handling experience.
Objectives
- To monitor the performance of complaints handling through a quarterly review of statistical evidence measured against the Ombudsman's Complaint Handling Code.
- To ensure that learning from complaints is used to improve services by considering how trends and themes lead to proposed improvements.
- Contribute to improving resident satisfaction with complaints handling.
Complaints Panel member role guide
- To actively participate in meetings and contribute to discussions.
- To raise concerns or questions on behalf of wider residents or specific communities.
- To share relevant information with other residents to promote awareness and understanding of how the complaint process works, what a complaint is, and how to raise a complaint effectively.
Complaints Panel membership
Between 8 to 10 resident representatives with experience of the complaints handling process.
Staff representatives and roles
- Customer Care and Complaints Manager and Resident Involvement Manager: coleads
- Resident Involvement Officer: administration and facilitation arrangements
- Oxford CC Officers (as required)
Reporting arrangements
The Terms of Reference, minutes, recommendations, and action logs will be shared with all group members. The work of the Complaint Panel will be shared with the Tenant and Leaseholder Board on a quarterly basis and will be brought into the annual Complaint Performance and Service Improvement Report.
Review
The Terms of Reference and membership will be reviewed initially after 6 months, and thereafter every two years, or earlier, if significant changes occur.
