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.
Improvement and Recovery Plan 2025-2026
Commentary / explanation
There is a complaints workstream as part of our Improvement and Recovery Plan which is published on our website and includes root cause analysis and learning from complaints. There is a Recovery Board where progress will be reported, tracked and monitored to ensure this approach is embedded in the organisation.
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. Slough Borough Council have included a complaints workstream as part of their Improvement and Recovery programme which is published on our website.
Improvement and Recovery Plan 2025-2026
Commentary / explanation
Work is being carried out by our Transformation Team applying systems thinking principles and practices around complaints. They are exploring how we focus on getting a significantly higher first-time resolution to reduce and preferably eliminate the common and predictable causes for residents’ complaints. This work is in the exploratory phase and links in with the improvement and Recovery workstream on Complaints.
There are weekly task force meetings around complaints, lessons learnt are now being noted and the first quarterly report around complaint performance including learnings has been presented to our Corporate Leadership Team (CLT).
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
Yes.
Evidence
2024/25 Annual Complaints Report
Appendix B Summary of upheld complaints April 1 2024 - 31 March 2025
Appendix C Housing Ombudsman Landlord Report May 2025
Appendix D 2024 to 2025 Statutory and Corporate Complaints report
Appendix E Self-assessment form
Appendix F Housing Ombudsman Self Assessment Form
Audit and Corporate Governance Committee - Slough Borough Council - Civico
Improvement and Recovery Plan 2025-2026
Annual Complaints report that is produced for the Audit and Corporate Governance Committee and is published on our website with appendices re the HOS self-Assessment and the LGSCO self-assessment.
There are quarterly complaints report that is being produced for our Corporate Leadership Team reporting on performance and wider learnings. This has started this financial year and is on the forward plan for CLT in July, October, January and April.
Monthly Report to MRC on wider learnings and improvements
Housing Power BI dashboards that are distributed weekly to operational leads – this is discussed at a weekly complaints task force meeting.
Complaints are discussed at Resident board Meetings
Commentary / explanation
Further work around root cause analysis and learnings is part of the Improvement and Recovery plan workstream around complaints.
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
Yes.
Evidence
Head of Customer Service has been appointed as Senior Lead Person as accountable for Complaint Handling.
Commentary / explanation
Corporate Complaints has been moved to the larger Customer Service Arena wef 01/10/2024.
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 details - Councillor Mabu Shaik
Commentary / explanation
Cllr Mabu Shaik is our MRC.
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
Yes.
Evidence
Monthly meeting held with Head of Customer Service and Director of Strategy Change and Resident Engagement and pack provided to MRC with information on complaints and insight.
Commentary / explanation
A monthly meeting is in the calendar every month with the MRC, a pack is produced in advance of the meeting and discussed.
Code provision 9.7
Code requirement
As a minimum, the MRC and the governing body (or equivalent) must receive:
- regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance;
- regular reviews of issues and trends arising from complaint handling.
- regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and
- annual complaints performance and service improvement report.
Comply
Yes.
Evidence
2024/25 Annual Complaints Report
Appendix A -Annual Review Letter May 2025
Appendix B Summary of upheld complaints April 1 2024 - 31 March 2025
Appendix C Housing Ombudsman Landlord Report May 2025
Appendix D 2024 to 2025 Statutory and Corporate Complaints report
Appendix E Self-assessment form
Appendix F Housing Ombudsman Self Assessment Form
Monthly meetings held with the MRC. A pack giving monthly updates on volumes, categories and outcomes from complaints alongside performance.
Top trends and issues are also addressed including information regarding the ombudsman investigations.
An annual complaints report is compiled and sent to our Audit and Corporate Governance Committee on an annual basis. The Housing ombudsman Self-Assessment and the LGSCO Self-Assessment is also attached as appendices and mentioned in the report.
Have attached links 2024/2025 Annual Complaints Report and the Housing Ombudsman Self-Assessment which was carried out in 2025
A Complaints Service Improvement plan has been signed off by our Corporate Leadership Team and our Corporate Service Improvement Board. This is a work stream in our Improvement and Recovery plan.
Improvement and Recovery Plan 2025-2026
Commentary / explanation
Monthly meetings are preplanned with MRC and diary invites sent out in advance with the pack that is produced.
Annual Complaints report for 25/26 was taken to Audit and Corporate Governance Committee 10 September 2025. The Housing Ombudsman Self-Assessment and the LGSCO Self-Assessment was also be attached as appendices and mentioned in the report. This is on our website.
Our Improvement and Recovery plan (complaints service improvement workstream is a part of this and published externally.
Improvement and Recovery Plan 2025-2026
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:
- 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; and
- act within the professional standards for engaging with complaints as set by any relevant professional body.
Comply
Yes.
Evidence
A Corporate Objective around complaint handling has been set for all staff members as part of the objective setting process for 2025/2026which states.
- 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; and
- Act within the professional standards for engaging with complaints as set by any relevant professional body.
Commentary / explanation
Corporate Complaint handling Objective 25/26 which has been set for all staff which states.
- 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; and
- Act within the professional standards for engaging with complaints as set by any relevant professional body.
Objectives are discussed and monitored at individual team members supervisions.