Housing Ombudsman Complaint Handling Code - self assessment 2024

Section 9 - Scrutiny and oversight: continuous learning and improvement 

Code provision 9.1

Code 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.

Comply

No.

Evidence

There are pockets of learnings throughout the different services in Housing however this needs to be formalised, tracked and monitored to ensure they are embedded into the organisation.

Commentary / explanation

Learning from complaints will form part of the review to be completed by March 2025.

Code provision 9.2

Code 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.

Comply

No.

Evidence

There are pockets of learnings throughout the different services in Housing however this needs to be formalised, tracked and monitored to ensure they are embedded into the organisation.

Commentary / explanation

Learning from complaints will form part of the review to be completed by March 2025.

Code provision 9.3

Code 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.

Comply

No.

Evidence

There needs to be a process developed for this.

Commentary / explanation

Learning from complaints will form part of the review to be completed by March 2025.

Code provision 9.4

Code 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.

Comply

No.

Evidence

A senior lead will be appointed as part of the review.

Commentary / explanation

The review will take place by March 2025.

Code provision 9.5

Code 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’).

Comply

Yes.

Evidence

Councillor Mabu Shaik details.

Commentary / explanation

We have a lead Elected member who is the Cabinet Member responsible for Lead Member for I.T., Customer Services, Revenue & Benefits, Procurement and Performance including Complaints.

Code provision 9.6

Code 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.

Comply

No.

Evidence

Preset fortnightly meetings with MRC, Director of Strategy Change and Resident Engagement and Service leads are currently in place. 
Information around complaint handling performance needs to be developed for it to be useful for the MRC to perform their role.

Commentary / explanation

A dashboard will be built to provide information on complaints that provides insight on complaint handling performance, this will form part of the complaints review to be undertaken by March 2025.

Code provision 9.7

Code requirement

As a minimum, the MRC and the governing body (or equivalent) must receive:

  1. regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance
  2. regular reviews of issues and trends arising from complaint handling
  3. regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and
  4. annual complaints performance and service improvement report.

Comply

No.

Evidence

Commentary / explanation

This process will be reviewed by March 2025.

Code provision 9.8

Code requirement

Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to:

  1. have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments
  2. take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
  3. act within the professional standards for engaging with complaints as set by any relevant professional body.

Comply

No.

Evidence

There is no standard objective set in relation to complaint handling.

Commentary / explanation

This will be raised Cooperatively with our CLT (Corporate Leadership Team) colleagues to review and take forward. This will be reviewed by March 2025.