Regulatory judgement improvement plan

Regulatory standard

Area of weakness

Approach to learning from complaints using the information to continuously improve services needs strengthening

Intended outcome(s)

Clear evidence of service improvements resulting from complaint analysis.

Embedded culture of learning and continuous improvement.

Lead

Simon Chrisp (Housing Asset Manager)

Martin Poulter (Business Performance and Customer Services Manager)

Target completion

Lessons learned evidence and impact provided quarterly from March 2025.

Step targets (where possible)

Short/medium/long term plans

Short Term

Development and implementation of lessons learnt process.

Medium Term

Evidence of service improvement linked to key complaint themes.

Long Term:

Embedding a culture of learning from complaints across housing services.

Organisational risks

1. Failure to act on complaint trends and therefore ability to evidence service improvements as a direct result. 
2. Continuing negative impact on customer satisfaction.

Potential impact on customers if we do not achieve intended outcome

1. Repeated service failures due to lack of learning.
2. Reduced confidence in service's ability to improve.

Current position

We have reviewed the way we record and categorise complaints to ensure the process supports meaningful insight, not just compliance. This includes capturing clearer root‑cause information such as delays, policy gaps, contractor performance issues, communication concerns, and whether the issue is a repeat complaint from the same customer. These improvements will make our complaints data more comparable and strengthen our ability to identify trends.

We are now developing a more structured approach to learning from complaints. This involves triangulating complaint insights with other intelligence, including TSM data, tenant engagement feedback and performance metrics. We are also engaging with other housing providers to understand the range of approaches used across the sector. Learning from this benchmarking will inform the development of our new model for learning from complaints.

RAG

Evidence

Press release about new team on website.

Key Performance Indicators Performance reports.

Monthly updates to member responsible for complaints.

Tenant Satisfactory Measure results and complaints annual report published on the website.

"You said we did" section on website.

Complaints six monthly and annual report to HEHC OSC and Strategic Housing Board.

Complaints annual report published on website - from 2025 to 2026 version.