Customer Complaints Learning Panel

What you'll do

When you become part of the Panel, you’ll look at complaints, customer feedback, and performance information, and share your perspective on how we can improve. It’s a great chance to make positive changes based on real customer experiences. 

As part of the Panel, you’ll:

• Dedicate 2-4 hours a month to review documents and policies, carry out your own research, and meet the rest of the Panel online at least six times a year.
• Look at real complaints cases to see how they were handled and if the responses were fair and effective
• Spot opportunities to do things differently to help improve processes, services, communications, and overall customer experience
• Work with us to deliver an excellent complaints service that focuses on what matters most to customers
• Team up with like-minded customers to help us stay open, honest, and accountable so we shape services that truly meet our customers' needs

What you’ll get

• Learn how the system works - You’ll get to know more about the Regulator of Social Housing, Housing Ombudsman, the complaints process, and the standards social housing providers must meet.
• Build your teamwork and communications skills - You’ll work closely with other Panel members to solve problems, come up with ideas, and create action plans to help us improve.
• Boost your data and analytical skills - We’ll give you access to evidence and data so you can spot trends and make clear evidence-based recommendations.