By the tenant involvement team
The second Learning from Complaints panel meeting took place in June which was well attended by 8 tenants who enjoyed being involved in the discussions which looked at different live complaints scenarios and the recommendations from these.
Participants could join the meeting both in person at Springwell Gardens Community Centre or remotely. For those joining us in person there was a buffet lunch before the meeting started.
Led by Stuart Purcell, the Corporate Complaints Manager, and supported by staff from Rotherfed, the panel met to discuss various scenarios that were taken from formal complaint submitted to the council over the past quarter relating to housing issues. The primary goal was to gain valuable feedback directly from tenants, with key insights to be shared with senior management team at the Council. This will hopefully see service improvements across housing services.
Discussions were guided by the formal complaint’s procedure and terms of reference, ensuring a structured and transparent environment for all participants. The panel were given four different scenarios and then discussed whether the recommendations felt appropriate and fair. A common theme through them all was the need for better communication, with tenants, with other departments and with other organisations.
All tenants who particpated in the panel found it interesting and worthwhile to be part of. The next meeting is scheduled for September.
