What is the Complaints Panel?
The Complaints Panel is a new customer panel that is currently being set up.
The purpose of the panel is to support the Complaints Team by bringing a customer perspective to how complaints are handled. In particular, the panel will review Stage 2 complaints if a customer requests this.
The panel will also help the Complaints Team learn from complaints and improve how the service works.
What has the Complaints Panel achieved?
The panel is not yet established, so there are no achievements to share at this stage. Updates will be provided once the panel is up and running.
FAQs
How often does the Complaints Panel meet?
The panel will meet quarterly (every three months).
There may also be additional ad-hoc opportunities to get involved between meetings, particularly where input is needed on specific complaints or service improvements.
How much time will I need to commit to being on the Complaints Panel?
You would need to commit approximately 2 hours every three months for the quarterly meetings.
There may be additional ad-hoc involvement if you choose to take part in reviewing Stage 2 complaints or specific improvement work.
What time do Complaints Panel meetings happen?
The quarterly panel meetings will usually take place in the evening.
If panel members are involved in reviewing Stage 2 complaints, these sessions are likely to take place during the day.
Will I need to travel to be part of the Complaints Panel?
Meetings will primarily be held online.
There may occasionally be a need to travel to a local Abri office, but this would be discussed in advance.
What does the Complaints Panel do?
The panel will:
- Review Stage 2 complaints, if requested by a customer
- Provide feedback on the complaints service
- Support the Complaints Team in identifying lessons learned
- Give input on procedures, processes and policies
- Help identify key areas for improvement
The panel will include members of the Regional Customer Panels, ensuring wider customer representation.
How does the Complaints Panel influence decisions?
The panel supports the Complaints Team by providing independent customer feedback on how complaints are handled.
Their input helps:
- Strengthen Stage 2 complaint reviews
- Improve policies, procedures and processes
- Ensure lessons learned lead to real service improvements
- Highlight key focus areas for the wider business
This ensures the customer voice is central to how complaints are reviewed and how the service continues to improve.
How can I join the Complaints Panel?
We take every step to support residents who’d like to join with support such as training, IT advice, the use of accessible venues and help with transport or transport costs.
All the panels seek diverse membership to reflect different towns and neighbourhoods, types of home or tenancy and age groups.
If you’d like to find out more, perhaps you’d like to join your local panel, call or email the Resident Involvement Team for a chat.