MRC Connect: Using policy reviews to learn

Over the past 2 years, we have been reviewing annual submissions and working with landlords to identify learning and working with landlords to implement change. 

Our Duty to Monitor team issued a report in July 2026 looking at insights from this work to assess compliance against the Complaint Handling Code.  

The report highlights the journey in complaint handling from before the Code’s introduction to now. From being a ‘postcode lottery’ to formed timescales. To a lack of resources and systems into ethical complaint handling. It also includes key learning from this to help landlords with future submissions.  

Join 2 of the co-authors of the report, Hannah Parrot (Duty to Monitor Manager) and Maria Troake (Duty to Monitor Lead) to hear about the stories behind the findings and ask questions about the report and how your organisation can use it. 

Please note this event is for MRCs only.