Section 4 - Complaint handling staff
Code provision 4.1
Code requirement
Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.
Comply
Yes.
Evidence
Head of Customer Services has been assigned that role within Slough Borough Council. The Corporate Complaints Team function now reports to her.
Commentary / explanation
This function moved to the Head of Customer Service from October 2024.
Code provision 4.2
Code requirement
The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.
Comply
Yes.
Evidence
Noted.
The Head of Customer Service sends weekly overdue and outstanding reports to all Directorates within the council. Attends a weekly meeting with operational leads including Director of Housing to discuss caseloads including any escalations.
Attends quarterly CLT meetings to discuss complaint handling and provide assurance.
Commentary / explanation
The complaints officer has access to staff at different levels including senior Management and Chief Executive to facilitate the prompt resolution of complaints.
Code provision 4.3
Code requirement
Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively
Comply
Yes.
Evidence
A Corporate objective has been set for all staff regarding Complaint Handling from April 25.
A review of the policy, process and templates for complaints has taken place in March 2025 and been rolled out to Housing Teams.
Complaint handling Training has been rolled out to all housing staff in June 2025.
Commentary / explanation
A move towards a positive compliant handling culture has taken place within Slough Borough Council. Starting with a corporate objective for everyone regarding complaint handling has been set since April 2025.
The policy, procedures and templates have all been reviewed in March 2025, alongside Complaint handling training being rolled out by an external provider to all housing staff in June 2025.