The Complaint Handling Code requires our Board to have good oversight of our performance of complaints, this includes:
- 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
- The annual complaints performance and service improvement report.
We provide the Board with a report on our performance and learnings twice a year. They receive additional reports if there are Housing Ombudsman Determinations received in between these reports or if there was an issue which was affecting our compliance with the Complaint Handling Code.
Our annual performance report on complaints was discussed at the May 2024 Board Meeting, the report and the Board’s comments are below:
Extract from Broadland Housing Board Minutes from meeting held on 28th May 2024
