Assurance and information to carry out the role of MRC
To effectively carry out their role, the Member Responsible for Complaints (MRC) should have access to comprehensive and relevant information. This includes performance data, team insights, policy documents, self-assessments, and learning from complaints. On this page we explore where MRCs can access information and seek assurance from operational teams to present findings to the board.
Seeking assurance from executive team
The MRC must take an inquisitive approach to the information it receives. The MRC should also ask the team to demonstrate their learning from complaints by providing examples and how this has affected service delivery and performance.
We have created a practical assurance checklist to provide MRCs with examples of questions they should be asking to seek assurance.
To provide meaningful assurance and governance, the MRC should have access to all elements of the complaints function.
Performance data:
- complaint volumes and trends
- response and resolution times
- outcomes and satisfaction metrics
- benchmarking against sector standards
Reports:
- internal complaints performance reports
- self-assessments against the Complaint Handling Code
- learning and service improvement reports
- Ombudsman decisions and good practice
Complaints information:
- access to case files for review
- escalated or complex complaint investigations
- root cause analysis and resolution actions
Organisation knowledge:
- opportunities to meet with the complaints handling team/s
- understanding of team structure, training, and capacity
- insight into how learning is shared across departments
Data from complaint handling teams
The Member Responsible for Complaints (MRC) should expect to see the following key data elements in the complaints report prepared by the complaints operations team.
Management information and performance data:
- overall complaints performance metrics
- Regulator for Social Housing Tenant Satisfaction Measures
- trends and analysis of complaints data
Team structure and future change proposals:
- current team structure
- proposed changes to the team
- training and development plans
Complaints and related policies and procedures:
- complaints policy
- related procedures and guidelines
- updates or changes to policies
Self-assessments:
- up-to-date self-assessments against the Housing Ombudsman’s Complaint Handling Code
- annual submission findings
Performance in complaint categories:
- data on performance in key complaint categories (such as repairs)
- analysis of specific complaint types
- response times and outcomes/resolution
Information for governing bodies
To ensure effective oversight, governing bodies should receive comprehensive complaints information. Paragraph 9.7 of the new Code sets out that as a minimum, governing bodies should receive:
- regular updates on the volume, categories, and outcome of complaints, alongside complaint handling performance including compliance with the Ombudsman’s orders
- regular reviews of issues and trends arising from complaint handling
- the annual landlord performance report produced by the Ombudsman, where applicable
- the annual self-assessment against the Complaint Handling Code for scrutiny and challenge
- individual complaint outcomes where necessary, including where:
- the Ombudsman made findings of severe maladministration or referrals to regulatory bodies
- the implementation of management responses should be tracked to ensure they are delivered to agreed timescales
Engaging with residents
While not a requirement set out in the Code, engaging with residents and involving them in the annual self-assessment can enhance the effectiveness of the MRC’s role. Hearing directly from residents about their experiences provides a realistic view of the landlord’s complaint process and helps identify areas for improvement.
Resident scrutiny panels
Resident scrutiny panels are key for providing insight into complaints performance and a tool for service improvement. While there is no requirement for the MRC to attend panel meetings, it can be highly beneficial to s ee seek feedback from the panel if the landlord has one.
The MRC might consider reaching out to the resident scrutiny panel to incorporate their feedback as proactive engagement and demonstrate a positive complaints culture.
Learning from complaints
The Centre for Learning offers a dedicated landlord Learning Hub – a free resource to provide learning to help member landlords achieve excellence in complaint handling and promote a positive complaint culture.
The MRC should ensure it is using examples of good practice and taking learning and insight from Housing Ombudsman findings to regularly review its services.
The MRC should use the following learning tools.
Individual cases
MRCs should be aware of all complaints that reach the Ombudsman, not just those with findings of maladministration, this helps in learning from complaints.
Complaint Handling Code
The Ombudsman’s statutory Complaint Handling Code sets out requirements for complaint handling procedures.
Annual Complaints Review (ACR)
We publish a report each year setting out member performance data and comparisons with similar landlords - individual landlord reports are available for those with five or more maladministration findings.
Spotlight reports
These reports provide recommendations and learning from complaints focused on a specific complaint category.
Special investigation reports
Under paragraph 49 of the Scheme, we can investigate a landlord’s wider handling of complaints - these investigations can provide valuable insights into where an organisation can improve its processes and practices.
Insight report
These short, thematic, or geographically based reports provide insights into complaints referred to the service each quarter.
Networking with other MRCs
The Learning Hub
The Centre for Learning hub offers a dedicated platform for MRCs to post ideas, ask questions, and share good practices. Join the conversation and make the most of this valuable resource.