Complaints Task Force (terms of reference)

Written in August 2022

Aims and purpose of the group

• To review the complaints data for the housing service at least quarterly
• Monitor complaints figures (including number of complaints received, response times, trend analysis) and learn lessons from them
• Agree and monitor preventive actions that have been identified either by complaint handlers, or the group
• Gain a tenant perspective on trends identified, and actions agreed, to sense check - and to allow tenants to hold us to account on complaint performance
• To be proactive in our learning by reviewing complaint lessons across the sector, via information published by the Ombudsman and or Regulator for Social Housing

Meetings

The group will meet quarterly, for 1.5 hours. It is the responsibility of named attendees to ensure they attend or - in cases of absence - nominate someone to attend on their behalf.

Membership

• At least one tenant representative
• Tenant Engagement Coordinator and Business Support Officer (note taker and action monitor)
• Housing Transformation Manager
• Customer Liaison Officer
• Customer Operations Assistant Manager
• One Building Services representative (or deputy)
• One Tenancy Services representative (or deputy)
• One Housing Needs and Standards representative (or deputy)
• Guests as required or requested

Standing agenda

1. Welcome and introductions (as required)
2. Actions from last meeting – (Tenant Engagement Coordinator)
3. Review of last quarter's figures by service area (Customer Liaison Officer):
   • Complaint numbers by service area
   • Complaint Response times by service area
   • Number of preventative actions identified by complaint handlers
4. Review of last quarter's trends/identified preventive actions and successes (Customer Liaison Officer/All)
5. Agree and capture actions based on trends and lessons learned (All)
6. Review of Ombudsman or Regulator's lessons from last quarter (Customer Operations Assistant Manager/Housing Transformation Manager)
7. Any other business

Accountability

All group members are accountable for all actions assigned to them at the meeting, and must ensure that action updates are reported back to the group by the agreed timeframe.

An annual report will be written by the Housing Transformation Manager, which will:

• summarise the group’s activities throughout the last 12 months
• highlight the actions agreed and completed
• summarise the appropriate figures, year on year, for comparative purposes

The report will be shared with the Housing Management Team, the Senior Leadership Team, and our tenants, for their scrutiny and consideration.

The group will also conduct an annual review which focusses on the continued relevance and value of the group - the results of which will be included in the annual report.