Independent Complaints Panel
TPAS Conference
ICP background: Localism Act
2011
• Operating from April 2013
• Introduces a local democratic filter before
a referral can be made to the Ombudsman
• This local democratic filter is by means of
a ‘designated person’.
ICP background: Localism Act
2011
The designated person may be:
• A local MP
• A local authority
• A designated tenants panel
Why a tenants panel?
• Uncertainty as to the willingness,
competence and capacity of MPs and LAs
to deal effectively with our complaints
• Tenants likely to have a better insight into
the problems that can arise between
Landlord and Tenant
• Peer adjudication
Old complaints procedure
Complaint
Housing Association
Housing Ombudsman
New complaints procedure
Complaint
Housing Association
Designated Person
Housing Ombudsman
Motivation to establish an ICP
• Peer group evaluation of complaint – gives
a tenant’s perspective
• Empowers tenants/builds capacity
• May lead to a more common sense
approach to complaint resolution
• Economy of scale across 3 landlords
• Better than LA or MP involvement!
How it works
• 6 panel members (2 from each landlord)
• TPAS support and mentoring for 12
months
• Aim to facilitate the resolution of the
complaint by achieving consensus
between the customer and landlord
How it works
Possible ICP outcomes to individual
complaints:
agree a resolution with complainant, put
this to landlord, landlords agrees
• as above but landlord does not agree
refer to Ombudsman
• can’t resolve complaint to satisfaction of
complainant
refer to Ombudsman
• 8 weeks to resolve before complainant has
an automatic right to go to Ombudsman
Partner profiles
• Derwent Living took the lead in seeking
partners
• Tuntum and Gedling Homes responded
• Good partnership as each brings a
different profile
Derwent Living
• Formed in 1964
• Based in Derby with properties across the
Midlands, South Yorkshire and London
• Affordable housing is core purpose
• 8,000 homes plus 7,000 commercial
• Affordable homes to rent or part-buy, partrent
• Retirement Living
Complaints
• 577 complaints last year
• 86% Maintenance related
• 4% ASB
• 10% Other
Tuntum Housing
• Founded 1988
• 1,300 general family housing
• 112 units of supported/sheltered housing
• Stock in Nottingham, Leicester and Derby.
• BME focussed
Typical tenant
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Aged 29
Female
Dual heritage
Single parent with 1.8 children
In part time work
On welfare benefits
Lives in a 2 bed house
Complaints
• Around 60 per year or a complaint : tenant
ratio of 1:21
– 60% Maintenance related
– 20% ASB
– 20% Other
Gedling Homes
• Founded 2008 stock transfer from Gedling
Borough Council
• 3352 properties
• 1/3 properties supported/sheltered housing
• Stock in eastern suburbs of Nottingham and
outlying areas
Typical tenant
• Retirement Age
• White British
• On welfare benefits
• Lives in a sheltered scheme
Complaints
• 93 complaints received in 2012-13:
tenant ratio of 1:36
• 72% Maintenance related
• 13% Housing Services
• 15% other
Advertising campaign &
marketing
• Develop a brand
• Use of language
important
• Focus on
positive role of
ICP
Recruitment and induction
• Application process with role specification
• Joint assessment day
• Independent assessors involved as well as
landlords
• Scoring matrix to ensure transparent
process
• Blend of skills and experience
Building a cohesive team
• Getting to know each other
• The Theory of team cohesion
– Forming, Storming, Norming, Performing
• Key areas to focus on:
– Clarity
– Responsibility
– Leadership
– Feedback
– Diversity
Team Building Exercises
ICP identity
• Contributed to the brand/identity of the
panel
• Sense of ownership
• Terms of reference
• Role descriptions
Skills Analysis
• Role description was already created
– Skills and abilities
– Personal Qualities
– Knowledge and Experience
• “Critical Friend Role”
• Training Needs Assessment
• Learning Style Questionnaire
Training the team
• Real Life Case Studies
– What policies, procedures and service
standards do you need?
– What questions will you ask the landlord and
tenant?
• Equality and Diversity
How do we make the
partnership work
• Agreement
• How it works in practice
• Contact with the landlords
• Working with different complaints policies
ICP standards framework
View from the members