Role Overview
As a member of the Complaints Panel you will play a crucial role in giving assurance or challenge about the way we respond to and learn from tenant complaints. You will work directly with Castle Point to find fair and proportionate resolutions to Stage Two complaint cases.
Key Responsibilities
This panel plays an important role in making sure Castle Point puts things right when thy have gone wrong. Please see the Terms of Reference for the full remit of the panel. Below is a summary of the Panel’s role.
- Consider the effectiveness of our Stage One complaint handling service
- Influence the outcomes of live Stage Two complaint cases
- Suggest and prioritise how Castle Point can effectively learn from the complaints we receive
- Influence service improvements based on evidence from complaint cases
Panel Expectations
- Training – take part in training provided to help panel members achieve their role
- Responsibilities - active participation in all meetings, arriving prepared and on time
- Ethical Obligations - members are expected to act in the best interests of Castle Point and its tenants, promptly declaring any conflicts of interest
- Integrity – members are expected to be respectful, hold confidentialities, and act with integrity in the recommendations and challenges they make
Personal Attributes
- Passion for improving and developing the housing services provided by Castle Point, particularly its complaints service
- Strong dedication to improving tenant experiences whilst balancing what is practical, affordable and deliverable by Castle Point
- Team player with effective communication skills
- Able to make rational, non-emotional decisions
- To follow our code of conduct, which is of great importance, to maintain confidentiality, always treat people equally with respect
Skills, Knowledge, and Experience
- An understanding of, or willingness to learn about, the Housing Ombudsman’s Complaint Handling Code
- Ability to review or listen to facts and reach a conclusion
- An ability to understand processes, expectations and restrictions when assessing complaint outcomes
- Excellent interpersonal skills, especially listening skills
- Non-judgemental; treating everyone fairly and with respect
- Integrity; Patience; Tact, Curiosity
- Willingness to work as a team member
- Good IT skills Ability to use the (Microsoft Teams, Word and Excel)
Support
Staff from the Engagement Team will ensure that the members of the Complaints Panel:
- Have genuine opportunities to influence the outcomes of Stage Two complaints
- Are comfortable and confident to comment on how Castle Point have handled previous complaint cases
- Have access to the information they need to be able to fulfil the role
- Have opportunities to gain skills, knowledge and experience which will contribute to capacity building for both individuals and communities
- Are provided with all the admin support required to carry out their role effectively