Talk to us 0300 365 3100
Complaints Panel Pool
Talk to us 0300 365 3100
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Complaints Panel Pool
The Complaints Panel Pool supports Stage 2 of Habinteg’s complaints process (the final stage).
This role involves preparing for the meeting by reading a pack, formulating questions, and asking questions of the tenant and the investigating member of Habinteg staff.
The role also involves decision-making and making final recommendations.
Training is provided for members of this Pool.
We currently have 5 vacancies for our Complaints Panel Pool. If you’re interested or would like more information, please contact either Ann Johal or Tracy Jagger at customerengagement@habinteg.org.uk or phone 0300 365 3100.
View what the Complaints Panel has already achieved below.
Tenant involvement in Stage 2 complaints
The tenant representatives involved in the Complaints Panel Pool have continued supporting and participating in Stage 2 complaints hearings.
This includes reviewing chronology packs of the complaint ahead of the hearings and discussing learnings from the complaint afterwards.
Key changes made include:
- Following complaints about contractors not wearing ID badges, we've reinforced this message to all contractors to ensure they’re always carrying one
- Following tenant feedback, Stage 1 Investigating Officers now call complainants at the start of all formal complaints. This has helped lead to an improvement in satisfaction with complaint handling from 46% in 2022/23 to 59% in 2023/24.
Habinteg Housing Association
Chapman House Unit 1
Adwalton Business Park
132 Wakefield Road
Drighlington
Bradford, BD11 1DR
T 0300 365 3100
E direct@habinteg.org.uk
