COMPLAINTS PERFORMANCE AND SERVICE IMPROVEMENT REPORT
Corporate Trusts QUESTION
CORPORATE TRUSTS
TP09 – Satisfaction with the landlord approach to handling complaints
50.0%
CH01 (1) – Number of stage one complaints received per 1,000 homes. CH01 (2) – Number of stage two complaints received per 1,000 homes. CH02 (1) – Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. CH02 (2) – Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
9
0
77.78%
0
Independent Resident Complaints Panel (IRCP) Prior to the introduction of the new Code, the IRCP provided an additional optional route for residents to get their complaint independently reviewed. Members’ professional experience, as well as voluntary and life experience, equip them to analyse the issues, give an opinion on how a complaint has been responded to, and make recommendations to Anchor where there are lessons to be learnt. A report setting out the panel’s findings is produced by the panel Chair and forwarded to the resident and to Anchor. This independent report is produced without bias towards the resident or Anchor. During the year, 11 cases were reviewed by the IRCP (after completing our complaints process). After case reviews, the IRCP make recommendations to Anchor which we reviewed. Their feedback and recommendations contributed to the following measures:
10
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