| 4.1 | 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. | Yes | | The Customer Experience and Insight Lead has overall responsibility for reporting on complaints and corporate oversight of complaints. The Executive Assistants are responsible for coordinating complaints in their service area and liaising with the Ombudsman on complaints within their areas. |
| 4.2 | 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. | | | The Executive Assistants are responsible for coordinating complaints in their service area and ensuring timely resolution of complaints. The Customer Experience and Insight Lead has corporate oversight of complaints to assist in ensuring they are resolved promptly and fairly. |
| 4.3 | 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 | Yes | | We have and continue to build a positive complaints culture. By end of October 2024, our complaint handlers will have refresher training on complaint handling. |
