Group Focus and Aims
1.1 To influence how Castle Point Borough Council (CPBC) deliver their complaint service, ensuring they are treating tenants fairly and with respect and meeting the expectations of the Housing Ombudsman’s Complaint Handling Code.
1.2 To review policies related to complaints when they are being reviewed or are being updated to reflect regulatory or legislative changes.
1.3 To review closed Stage 1 complaint cases quarterly, from an anonymised sample. The review will assess whether CPBC have delivered against their own complaints service policies and procedures and taken fair actions to put things right.
1.4 To be part of the decision making for live stage 2 cases, working with the complaint handler to find the most suitable resolution.
Group Structure and Membership
2.1 The panel will be made up of a maximum of 5 members who will all be tenants of CPBC.
2.1.1 No members shall be CPBC Staff Members, CPBC Councillors, Staff, Board or Committee Members with the exception of the Member Responsible for Complaints who may be invited to meetings where appropriate.
2.2 The panel will be overseen by senior member who will provide the information needed for each meeting. There will be no Chair or Vice Chair of the panel with all members having an equal role.
2.3 Panel members will be supported with training on relevant Ombudsman Complaint Handling Codes, as well as support from CPBC staff to understand any other CPBC policies.
2.4 Each member will serve on the panel for a period of 3 years unless they resign or are removed. Each member will serve a maximum of 3 x 3-year terms whether consecutive or otherwise.
2.5 Any member may resign from the panel at any time by confirming this (preferably in writing) with a member of the CPBC Engagement Team. Any resignation will be taken with immediate effect unless it has been agreed there will be a notice period, negotiable with CPBC.
2.6 Any member of the panel may have their membership ended by CPBC where:
2.6.1 They are in breach of this Terms of Reference, the Code of Conduct or have broken the Confidentiality Agreement.
2.6.2 They do not attend 3 consecutive meetings with or without apologies.
2.7 If any panel member has any concerns about the contribution of another panel member they should raise this confidentially with the Chair and/or a member of CPBC Engagement Team.
2.8 Any member may request a sabbatical period from the panel for personal reasons. This will be agreed by a member of the CPBC Engagement Team.
2.9 In order to make sure CPBC can offer as many tenants as possible a voice at a strategic level, engaged tenants will be limited to a place on a maximum of two established groups across the framework including: Tenant and Leasehold Panel, Scrutiny Panel, Sheltered Housing Panel, Complaints Panel and Repairs Panel. They may, where appropriate and relevant, join one off projects or groups such as task and finish.
2.10 These terms of reference may be updated or reviewed at the request of group members or in response to agreed group changes at any time. They will also be reviewed every three years from the date the panel is created.
Meetings Information
3.1 The panel will meet once every 3 months to review 6 closed Stage One complaint cases which members will choose based on anonymised themes for each case. Members will be asked to assess as a group, whether CPBC have delivered against their complaint handling policies and processes. At each quarterly meeting the panel will also be given the previous quarter’s complaint handling performance for comment and challenge.
3.2 A minimum of 3 panel members will also be invited to attend a review meeting with the complaint handler for every live Stage 2 complaint. The panel will be given anonymised and redacted copies of the complaint file in order to make a joint decision with CPBC on the final Stage 2 outcome for the complainant.
3.3 Where policies or procedures are being reviewed the panel will be consulted as part of their stage 1 reviews meeting. Where timings do not allow, a specific meeting will be arranged for the purpose of the review.
3.4 Meetings will be held either via Microsoft Teams, in person at CPBC offices, Kiln Road, South Benfleet or a suitable venue decided by the group.
3.5 Panel members are encouraged to influence and/or challenge CBPC on how they are learning from their complaints and what improvements are being made to services as a result.
3.6 The agenda and supporting papers will be sent to panel members at least one calendar week before the meeting date.
3.7 Group discussions should focus on a consensus outcome in the interests of a fair and proportionate resolution for the complainant.
3.8 Where a member cannot attend the meeting, they should send apologies in advance (giving at least 48 hours’ notice wherever possible) to the CPBC Engagement Team.
3.9 Meetings will be minuted by CPBC, and excerpts made available to other CPBC groups where the context supports further relevant discussions.
Group Members Role and Responsibilities
4.1 By taking part in the panel each member agrees to:
a) Prepare for each meeting by reading all papers sent in advance.
b) Contribute to discussions at each meeting by suggesting actions, providing challenge and giving assurance where appropriate.
c) Consider the best outcome for the complainant in line with regulatory expectations, including any disabilities and vulnerabilities.
d) Send apologies in advance when unable to attend.
e) Respect and adhere to confidentiality, signing a confidentiality agreement when joining the panel.
f) Abide by the Code of Conduct for all engaged tenants, which must be signed when joining the panel.
g) Ask staff for clarification where any information or language is not clear.
h) Attend training designed to support the panel role.
i) Share any learning relevant to the group’s purpose that they have read or heard from within the housing sector, including from conferences, training, press releases etc.
j) Ensure any recommendations or suggestions are not in breach of the Regulator for Social Housing’s Rent Standard or Consumer Standards, especially the Transparency, Influence and Accountability Consumer Standard and any other specific guidelines, regulation or law relevant to the topic. CPBC staff will be responsible for confirming this during discussions.
Who feeds into the group
5.1 In order to fulfil the aims of the group, members will receive:
5.1.1 Anonymised Stage 1 case outlines from which to choose which 6 to review, quarterly.
5.1.2 Anonymised case files as chose above for discussion and review
5.1.3 Quarterly Performance against complaints at CPBC, and an overview of how this compares nationally under the Tenant Satisfaction Measures.
5.1.4 Anonymised Stage 2 case files for live decisions
5.1.5 Copies of policies and procedures relevant to complaints and the housing service being complained about.
5.1.6 Training on the Complaint Handling Code and any other Ombudsman service expectations.
Who the group feeds into
6.1 So that tenant voices are considered at a decision-making level, feedback, recommendations or requests from this group will feed into:
- CPBC Engagement Team who will publish a quarterly update of all tenant engagement for every tenant to access online. This will cover the engagement that has taken place and a summary of any known outcomes or recommendations
- Scrutiny projects where relevant
- Board/Committee via a written report and verbal update from the Senior Leaseholder and Customer Relations Officer or as part of specific agenda items
- Senior Management and Executive Teams at CPBC via the Chair or Vice Chair will review this before it is shared
- CPBC Cabinet via Committee members, where relevant as part of assurance that the Transparency, Influence and Accountability Consumer Standard is being met. Compliance will be confirmed by CPBC staff
Incentives and expenses
7.1 Reasonable expenses will be reimbursed, including mileage at a rate of 45p per mile. Transport will be arranged by CPBC where required.