Complaints – the many questions from members Complaints – the many questions from members

Complaints – the many questions from members - PowerPoint Presentation

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Uploaded On 2018-02-25

Complaints – the many questions from members - PPT Presentation

6 th November 2013 Scrutinynet Yvonne Davies Director Scrutiny amp Empowerment Partners Ltd For Discussion Housing Ombudsman What exactly is this 8 week rule Recruitment to Panels From where Requirements Impartiality ID: 635253

questions net tenantadvisor requirements net questions requirements tenantadvisor training landlord tenant formats involved panels week designated person panel complainant




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Complaints – the many questions from members6th November 2013Scrutiny.net

Yvonne Davies


Scrutiny & Empowerment Partners LtdSlide2

For DiscussionHousing Ombudsman - What exactly is this 8 week ruleRecruitment to Panels - From where? Requirements? ImpartialityInterview formats, questions and requirements

Training necessariesKey documentation The toolkitSlide3

What exactly is the 8 week ruleS180- variety of choices at end of internal complaint process:Can wait 8 weeks and go to HoSGo a Designated Person and ask for immediate referralIf the complainant is accepted or refused the referral to the Designated Person, they will have access immediately to the HoSSo….the complainant can run a dual track


Recruitment sources to PanelsScrutiny PanelsExisting involved tenantsSkills and behavioursNewly involved tenantsNo formal requirements but..

T Panel must be accepted by the landlord, so you might want to build something into a terms of reference which can also become your recognition criteriaSlide5

ImpartialityPaperworkTrainingMock Panels – real casesBalanced judgementsRelationship Management

Communications planningStaff awarenessSlide6

Interview formats and requirementsInformal - Short questionsTable talk - Behaviours and skillsShort written analysisInternet savvy?

ArticulateCalm under pressureProcess – volume of complicated data

Self awareness

Staying power!

Questions to askSlide7

Training – the essentialsPaperworkTeam workGroup workEquality & vulnerable clientsReport writing

Presentation skillsNegotiation skillsRelationship management

And if you want….advocacySlide8

Key documentationTerms of referenceCode of conductConfidentiality agreementRole description

Leaflet on the scheme How to contact

What you expect from the Panel

What they get in return

Where is the report going?Slide9

The ToolkitWinter time4 HAs and YvonneAvailable through Tenant AdvisorTenant to tenant adviceLandlord to landlord advice



TPAS Movie!Slide10

Thank-you for listeningQuestions and Discussionwww.tenantadvisor.net



07867 974659