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As an organisation that puts the Customer First and promotes a culture of Listen, Act and Learn, we strive to investigate and resolve complaints swiftly and identify learning outcomes that will help drive positive change for our customers.
Our current two stage complaint process gives the customer the opportunity to have their complaint reviewed by a manager and then a member of our Corporate Leadership Team.
Our Complaints Panel meet every three months, and review closed complaints to make sure we’re following the Housing Ombudsman’s Complaints Handling Code, look at performance information, and trends from complaints to make sure we're learning and improving from complaints.
If you’d like to apply to be involved in this panel, or you simply want to find out more about how we investigate and resolve complaints, register your interest in the Related Projects link on this page.
Our Customer Complaints Panel started in June 2023 and re-launched in April 2024 following some changes to the Housing Ombudsman's Complaints Handling Code. We're sharing updates from their quarterly meetings here, so you can find out more about what they do in their meetings. You can apply to join using this link
As an organisation that puts the Customer First and promotes a culture of Listen, Act and Learn, we strive to investigate and resolve complaints swiftly and identify learning outcomes that will help drive positive change for our customers.
Our current two stage complaint process gives the customer the opportunity to have their complaint reviewed by a manager and then a member of our Corporate Leadership Team.
Our Complaints Panel meet every three months, and review closed complaints to make sure we’re following the Housing Ombudsman’s Complaints Handling Code, look at performance information, and trends from complaints to make sure we're learning and improving from complaints.
If you’d like to apply to be involved in this panel, or you simply want to find out more about how we investigate and resolve complaints, register your interest in the Related Projects link on this page.
Our Customer Complaints Panel started in June 2023 and re-launched in April 2024 following some changes to the Housing Ombudsman's Complaints Handling Code. We're sharing updates from their quarterly meetings here, so you can find out more about what they do in their meetings. You can apply to join using this link
Our Quarterly complaints panel this time was focussed on the changes to the Housing Ombusdman's Complaints Handling Code, which became statutory on 1st April 2024.
Our panel learned about the changes, and the part the panel plays in reviewing complaints performance and trends. They also learned about the changes LHP have made to our policies to make sure we are compliant with the new regulations.
Our next panel meeting will be on 24th July. If you'd like to join, just get in touch!
