Independent Complaints Panel

TPAS Conference

ICP background: Localism Act 2011

• Operating from April 2013

• Introduces a local democratic filter before a referral can be made to the Ombudsman

• This local democratic filter is by means of a ‘designated person’.

ICP background: Localism Act 2011

The designated person may be:

• A local MP

• A local authority

• A designated tenants panel

Why a tenants panel?

• Uncertainty as to the willingness, competence and capacity of MPs and LAs to deal effectively with our complaints

• Tenants likely to have a better insight into the problems that can arise between Landlord and Tenant

• Peer adjudication

Old complaints procedure

Complaint

Housing Association

Housing Ombudsman

New complaints procedure

Complaint

Housing Association

Designated Person

Housing Ombudsman

• Peer group evaluation of complaint – gives a tenant’s perspective

• Empowers tenants/builds capacity

• May lead to a more common sense approach to complaint resolution

• Economy of scale across 3 landlords

• Better than LA or MP involvement!

Motivation to establish an ICP

How it works

• 6 panel members (2 from each landlord)

• TPAS support and mentoring for 12 months

• Aim to facilitate the resolution of the complaint by achieving consensus between the customer and landlord

How it works

Possible ICP outcomes to individual complaints:

agree a resolution with complainant, put this to landlord, landlords agrees

• as above but landlord does not agree refer to Ombudsman

• can’t resolve complaint to satisfaction of complainant refer to Ombudsman

• 8 weeks to resolve before complainant has an automatic right to go to Ombudsman

Partner profiles

• Derwent Living took the lead in seeking partners

• Tuntum and Gedling Homes responded

• Good partnership as each brings a different profile

• Formed in 1964

• Based in Derby with properties across the Midlands, South Yorkshire and London

• Affordable housing is core purpose

• 8,000 homes plus 7,000 commercial

• Affordable homes to rent or part-buy, part-rent

• Retirement Living

Derwent Living

• 577 complaints last year • 86% Maintenance related

• 4% ASB • 10% Other

Complaints

• Founded 1988

• 1,300 general family housing

• 112 units of supported/sheltered housing

• Stock in Nottingham, Leicester and Derby.

• BME focussed

Tuntum Housing

• Aged 29

• Female

• Dual heritage

• Single parent with 1.8 children

• In part time work

• On welfare benefits

• Lives in a 2 bed house

Typical tenant

• Around 60 per year or a complaint : tenant ratio of 1:21

– 60% Maintenance related

– 20% ASB

– 20% Other

Complaints

Gedling Homes

• Founded 2008 stock transfer from Gedling

Borough Council

• 3352 properties

• 1/3 properties supported/sheltered housing

• Stock in eastern suburbs of Nottingham and

outlying areas

• Retirement Age

• White British

• On welfare benefits

• Lives in a sheltered scheme

Typical tenant

• 93 complaints received in 2012-13: tenant ratio of 1:36

• 72% Maintenance related

• 13% Housing Services

• 15% other

Complaints

Advertising campaign & marketing

• Develop a brand

• Use of language important

• Focus on positive role of ICP

Recruitment and induction

• Application process with role specification

• Joint assessment day

• Independent assessors involved as well as landlords

• Scoring matrix to ensure transparent process

• Blend of skills and experience

Building a cohesive team• Getting to know each other

• The Theory of team cohesion– Forming, Storming, Norming, Performing

• Key areas to focus on:– Clarity– Responsibility – Leadership– Feedback– Diversity

Team Building Exercises

ICP identity

• Contributed to the brand/identity of the panel

• Sense of ownership

• Terms of reference

• Role descriptions

Skills Analysis

• Role description was already created

– Skills and abilities

– Personal Qualities

– Knowledge and Experience

• “Critical Friend Role”

• Training Needs Assessment

• Learning Style Questionnaire

Training the team

• Real Life Case Studies– What policies, procedures and service

standards do you need?– What questions will you ask the landlord and

tenant?

• Equality and Diversity

How do we make the partnership work

• Agreement

• How it works in practice

• Contact with the landlords

• Working with different complaints policies

ICP standards framework

View from the members