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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 participating in a 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.