We use cookies to ensure our site functions properly and to store limited information about your usage. You may give or withdraw consent at any time. To find out more, read our privacy policy and cookie policy.
Manage Cookies
A cookie is information stored on your computer by a website you visit. Cookies often store your settings for a website, such as your preferred language or location. This allows the site to present you with information customized to fit your needs. As per the GDPR law, companies need to get your explicit approval to collect your data. Some of these cookies are ‘strictly necessary’ to provide the basic functions of the website and can not be turned off, while others if present, have the option of being turned off. Learn more about our Privacy and Cookie policies. These can be managed also from our cookie policy page.
Strictly necessary cookies(always on):
Necessary for enabling core functionality. The website cannot function properly without these cookies. This cannot be turned off. e.g. Sign in, Language
Analytics cookies:
Analytical cookies help us to analyse user behaviour, mainly to see if the users are able to find and act on things that they are looking for. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. Tools used: Google Analytics
Welcome to the Member Responsible for Complaints forum
This is a forum for appointed Member Responsible for Complaints to talk about the role, share ideas and ask questions.
Please do not use this forum to discuss individual cases.
The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their governing body to provide assurance to the governing body on the effectiveness of its complaints system.
The expectation is that the MRC is responsible for ensuring that complaint handling drives service improvement for residents and learning and business improvement for the organisation.
The role of the MRC is to champion a positive complaint handling culture and build effective relationships with complaints teams, residents, its audit and risk committees as well wider teams and the Housing Ombudsman Service.
The MRC should be looking to seek assurances from the complaints team and where appropriate the operational teams that complaints are being managed, change is happening and that residents are being heard through the process.
Welcome to the Member Responsible for Complaints forum
This is a forum for appointed Member Responsible for Complaints to talk about the role, share ideas and ask questions.
Please do not use this forum to discuss individual cases.
The Complaint Handling Code requires landlords to have a Member Responsible for Complaints (MRC) on their governing body to provide assurance to the governing body on the effectiveness of its complaints system.
The expectation is that the MRC is responsible for ensuring that complaint handling drives service improvement for residents and learning and business improvement for the organisation.
The role of the MRC is to champion a positive complaint handling culture and build effective relationships with complaints teams, residents, its audit and risk committees as well wider teams and the Housing Ombudsman Service.
The MRC should be looking to seek assurances from the complaints team and where appropriate the operational teams that complaints are being managed, change is happening and that residents are being heard through the process.
This is a forum for appointed Member Responsible for Complaints to talk about the role, share ideas and ask questions. Please do not use this forum to discuss individual cases.
Every forum participant has the right to feel heard and respected, and we want to ensure this is the experience for everyone.
The Housing Ombudsman Service works hard to be open, transparent, and accessible to everyone in everything we do, and the Centre for Learning forums are part of that.
By posting on this forum, it is expected that you will:
respect individual opinions
ensure your posts stick to the topic/s of discussion
Unacceptable behaviour
Occasionally, the behaviour or actions of individuals, residents, landlords or stakeholders, can make it difficult for us to help or continue engagement. In some cases, the actions of individuals become unacceptable because they involve abuse of our staff or our processes.
If anger or frustration escalates into aggression towards the Housing Ombudsman team or other forum participants, we consider that unacceptable. Any abuse or unacceptable language will not be tolerated. This may be:
making unreasonable or repeated demands of the service
using aggressive, abusive, offensive, patronising, or disrespectful language
If a forum participant demonstrates behaviour we believe to be unacceptable, we will act in line with our Managed Behaviour Policy. If this behaviour continues, we may consider removing your access to the forum or taking more formal action.