Section 7 - Continuous learning and improvement
Mandatory ‘must’ requirements
Code section 7.2
Code requirement
Accountability and transparency are integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints in their annual report and more frequently to their residents, staff and scrutiny panels.
Comply
Yes.
Evidence, commentary and any explanations
Statutory corporate complaint and annual report is taken to the Council’s Audit and Governance Committee and Customer and Community Scrutiny panel as well as internal Corporate Leadership Team.
Quarterly reports are sent to the various departments for learning and improvements.
We plan to further improve reporting and scrutiny to the Residents Board and to staff.
Best practice ‘should’ requirements
Code section 7.3
Code requirement
A member of the governing body should be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This role will be responsible for ensuring the governing body receives regular information on complaints that provides insight to the governing body on the landlord’s complaint handling performance.
Comply
Yes.
Evidence, commentary and any explanations
Under the remit of the neighbourhood manager.
Code section 7.4
Code requirement
As a minimum, governing bodies should receive:
- regular updates on the volume, categories and outcome of complaints, alongside complaint handling performance including compliance with the Ombudsman’s orders
- regular reviews of issues and trends arising from complaint handling,
- the annual performance report produced by the Ombudsman, where applicable
- individual complaint outcomes where necessary, including where the Ombudsman made findings of severe maladministration or referrals to regulatory bodies. The implementation of management responses should be tracked to ensure they are delivered to agreed timescales. The annual self-assessment against the Complaint Handling code for scrutiny and challenge.
Comply
Yes.
Evidence, commentary and any explanations
Refer to above point 7.2 .
Code section 7.5
Code requirement
Any themes or trends should be assessed by senior management to identify potential systemic issues, serious risks or policies and procedures that require revision. They should also be used to inform staff and contractor training.
Comply
No.
Evidence, commentary and any explanations
Details are in point 6 of the Audit & Corporate Governance Committee meeting held on 28 September 2022, where the report was first discussed.
We plan to do more work on monitoring trends and themes in relation to housing management.
Code section 7.6
Code requirement
Landlords should have a standard objective in relation to complaint handling for all employees 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
- act within the Professional Standards for engaging with complaints as set by the Chartered Institute of Housing.
Comply
Yes.
Evidence, commentary and any explanations
Complaints are shared during departmental meetings.