Residents Panel makes recommendations on complaints procedure
A resident focus group made up of council tenants and leaseholders has completed a review of how the council handles complaints.
The focus group identified what the council is doing well and highlighted where responses could be clearer, more consistent and easier for residents to understand. The review is in response to the 2024/25 Tenant Satisfaction Measures survey, which showed that only around a quarter of tenants who had made a complaint were satisfied with how it was handled.
Overall, the review found that most complaints were handled promptly and professionally, in line with the Housing Ombudsman’s Complaint Handling Code. However, the group recommended changes to response templates to ensure a more consistent tone and better communication.
Councillors Gemma Moore and Jane Quinton who are the members responsible for complaints said: “Thank you to the focus group for their time and insight. Their feedback has already led to changes, and we have an action plan in place to deliver the rest. Although the review focused on housing complaints, we’ll be applying the recommendations across all our services.”
Residents Panel Vice Chair Ardita McHugh, who led the group, said: “We wanted to make sure complaint responses are timely, clear, fair and respectful. We found positive practice but also identified ways to improve tone, transparency and early resolution. It’s great to see changes already underway - and we’ll be reviewing progress later this year to ensure residents see real improvements.”
The group’s recommendations were agreed by WHBC’s Cabinet Housing Panel at its meeting on 17 February and are set to be agreed by Cabinet on 24 March.
More information about the Residents Panel can be found online: Resident Involvement – Welwyn Hatfield Borough Council