Independent Resident Complaints Panel
The panel is made up of residents from rented and homeownership locations. As part of the complaints procedure, they can provide an impartial view on how a complaint has been handled by Anchor Our Resident Voice Panel is a group of over 600 housing residents who agree to take part in surveys and focus groups to help inform our services, as well as attending conferences we organise on a range of topics. The results give groups such as our Residents’ Council and Scrutiny Panel a wider resident perspective and help inform their service reviews.
Considered and conducted 15 case reviews in 2022-23. Provided insight and learning from the cases they have reviewed. Supported the process of completing our annual assessment of compliance with the ombudsman’s complaint handling code. Completed a number of surveys, including giving their views on our wellbeing offer and providing invaluable insight for Scrutiny Panel reviews. In addition, over 70 residents attended focus groups on repairs/planned works, wellbeing, damp and mould, environmental sustainability and complaints.
Resident Voice Panel
We also produce impact reviews on the difference our resident involvement activities are making within our organisation. Some of these will be used within our annual report to residents to demonstrate the value of our resident involvement activities and detailing the ways that residents have helped shape our services. Formal Residents Groups No. of mtgs per year Max no. of members Length of mtg (hours) Residents’ Council 10 12 2 Scrutiny Panel 26 8 1 Communications Group 10 12 1.5 Property, Building Safety and Sustainability Group 10 12 1.5 Homeownership Forum 3 12 2
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