Resolving complaints with the Complaints Panel Pool | Tenant news

We want to make sure all of our tenants get the best service possible, but if something doesn’t go right, and you would like to complain, we’ll do our best to fix it quickly and fairly.

To do that, we have a two-stage complaints process and a Complaints Panel Pool who will review your complaint, if it moves past Stage 1 to Stage 2, to ensure a fair outcome.

What is their role?

The Complaints Panel Pool is a group of trained tenants who join a Habinteg Director to review Stage 2 complaints.

Their role is to bring an independent tenant voice to the process, making sure decisions are balanced, fair, and consider the impact on the person making the complaint.

When a complaint moves to Stage 2, panel members read the case pack. This includes the full complaint history, the Stage 1 outcome, and any evidence from both sides.

A hearing for the complaint takes place where the panel can ask questions of the tenant making the complaint and the Habinteg staff member who investigated it. The panel then discusses the case and agrees on recommendations.

Recommendations could include changes to how Habinteg does things, taking further action, or upholding the original decision as fair and reasonable.

Having tenants on the panel means decisions are guided by tenant experiences.

Acting on feedback

The Complaints Panel Pool has already helped bring about positive changes.

After complaints about contractors not showing ID badges, we reminded all contractors that they must always carry and show them.

Another change came from tenant feedback suggesting Stage 1 Investigating Officers call tenants about their complaint once it’s received. This simple change has helped raise satisfaction with complaint handling from 46% in 2022/23 to 59% in 2023/24.

Get involved

We currently have vacancies in the Complaints Panel Pool for tenant members. We provide full training so you can feel confident in the role.

You’ll learn how to prepare for hearings, ask the right questions, and help make fair, balanced recommendations.

If you’re interested in joining the panel, email customerengagement@habinteg.org.uk or call 0300 365 3100 to find out more.

If you have a complaint, please contact our Customer Services Team on 0300 365 3100, email direct@habinteg.org.uk, or use the feedback form on our website at www.habinteg.org.uk/contactusfeedback.

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