Building Better Complaints
Complaints are rising across the housing sector, with the Housing Ombudsman applying increasing pressure on organisations to get the basics right. But every complaint is also an opportunity to improve.
I help housing organisations handle complaints better and, crucially, learn from them to prevent issues happening again. Whether you’re dealing with regulatory pressure, repeat complaints, or want to transform how you listen and respond to residents, I work with you to build complaint handling that fixes problems and drives real improvement.
- Full complaint handling reviews, aligned with Housing Ombudsman expectations
- Independent maladministration reviews and action planning
- Help creating and embedding learning from complaints frameworks
- Policy and procedure reviews that reflect good practice
- Training and coaching for staff and managers handling complaints
- Support with case audits, performance tracking and service redesign