The Complaint Handling Code asks every landlord to give three roles responsibility for complaints. In a small organisation, they're often a trustee, the chief executive or clerk, and a housing officer.
The Member Responsible for Complaints (MRC)
A member of your governing body, such as a trustee or board member, must be appointed as the MRC. Their job is to support a positive complaint handling culture and to make sure the governing body regularly receives information that gives insight into how complaints are handled. They need access to suitable information and staff to do this.
As a minimum, the MRC and the governing body should regularly receive:
- the number of complaints, what they were about and their outcomes, and how well you're meeting the timescales
- regular reviews of issues and trends
- updates on Housing Ombudsman investigations and your progress in carrying out any orders
- your annual complaints performance and service improvement report.
The senior lead
A suitably senior person, such as your chief executive, must be accountable for complaint handling. They look at themes and trends to spot wider problems, serious risks, or policies and procedures that need changing.
The complaints officer
A person or team must be responsible for handling complaints, dealing with the Ombudsman and reporting to the governing body. They need access to staff at every level and the authority to resolve complaints promptly and fairly. It can be part of a wider job.
Making it work in a small organisation
- Put complaints on the agenda of every governing body meeting.
- Use the same short report each time, so trends are easy to spot.
- Make sure the person who decides stage 2 complaints didn't deal with stage 1.
Questions
Does the Member Responsible for Complaints have to be on our governing body?
Yes. The MRC is a member of your governing body, such as a trustee or board member.
What should our governing body receive about complaints?
As a minimum: the number, type and outcome of complaints and how you're meeting the timescales, regular reviews of issues and trends, updates on Ombudsman investigations, and your annual complaints report.
Who should decide a stage 2 complaint?
Someone who didn't deal with the complaint at stage 1.
Sources
This guide is general information, not legal advice.