Our Complaints Review Panel plays an important role in helping us continuously improve the services we provide. As a panel member, you will review how complaints were handled at stage one, provide feedback on our responses, and help ensure they are fair, thorough, and in line with the Housing Ombudsman Service (HOS) Complaint Handling Code and our policies.
What you can expect
The number of panel meetings each month will vary. Some months there may be no meetings, while in others there could be up to four. The length of each panel also varies, a straightforward complaint may take around 10–15 minutes, while more complex cases, or panels reviewing multiple complaints, may last up to an hour.
There is no expectation to attend every panel meeting. We understand that people have busy lives, and by having a wider pool of residents involved, we can offer more flexibility around availability. Each panel will include up to three residents.
We are required to provide a full stage two complaint response within 20 working days. We will always work with panel members to find a meeting time that works for everyone and allows enough time for us to complete the final response.
Being a Complaints Review Panel member
- Panel hearings are held during working hours and usually last up to one hour.
- Stage two complaint packs will be shared around five working days before the hearing. These will be anonymised and will include full details of the stage one investigation.
- Full training will be provided, including short online modules from the Housing Ombudsman Service.
- You will receive a £20 e-gift voucher (of your choice) for each complaint you review.
- A benefit-in-kind voucher will be provided to support the purchase of IT equipment for the role.
- The maximum term for the role is two years.
Skills and experience
We’re looking for residents who are:
- Proactive, constructive, and able to consider the wider picture when providing feedback.
- Comfortable using technology, as meetings are held via Microsoft Teams and communication is primarily by email.
- Able to maintain confidentiality. Complaints must not be discussed outside of panel hearings.
- Familiar with complaints or scrutiny-based roles (desirable but not essential, as full training will be provided).
If you’re interested in helping us improve our services and ensure every resident’s voice is heard, we’d love to hear from you. Your experience and perspective will play a key role in helping us learn from complaints and make meaningful improvements.
Before you apply please check out the FAQ’s below as well as our Terms of Reference.
To apply please complete the application form below. If you have any questions, email us at residentvoice@havebury.com
Frequently asked questions
What is the Stage Two Complaints Panel?
The Stage Two Complaints Panel is made up of residents who look at complaints that were escalated after the Stage One of our complaints process. The panel checks whether the complaint was handled fairly and properly.
What does the panel do?
The panel:
- Looks at how the complaint was handled at Stage One
- Checks whether the decision was fair and reasonable
- Makes sure we followed our policies and procedures
- Suggests how the complaint could be resolved or what could be improved in future
The panel does not start the investigation again from the beginning.
Who can apply?
You can apply if you:
- Are a resident or a shared owner
- Do not work for us
- Are willing to be fair and keep information private
- Can give some time to read papers, attend meetings and training
Whilst preferable, you do not need any previous experience.
What skills do I need?
You do not need special qualifications. We are looking for people who:
- Can listen and think carefully about information
- Can read letters and reports and understand the main points
- Are happy to ask questions politely
- Can work well with other panel members
Care about fairness and equal treatment
What training and support will I get?
You will be given:
- Training on the complaints process and relevant policies
- Information about residents’ rights and the Housing Ombudsman
- Support from the team during panels
Extra or refresher training when needed
How much time will it take?
This depends on how many complaints there are.
Usually, you can expect:
- Each panel to last approximately 30 minutes
- To have approximately 1-2 panel hearings per month (dependant on the number of cases and panel members)
- Time to read the complaint papers before meetings
Meetings held during the day usually between 15:00hrs – 17:00hrs.
Will I be paid?
Yes, you will receive a £20 e-voucher per complaint you hear.
Where and how are meetings held?
Meetings are all held online via Microsoft Teams.
Will I speak directly to the person who made the complaint?
No, the resident is kept anonymous and there is not any identifying information shared with the panel.
What can the panel decide?
The panel can:
- Agree with the original response
- Suggest further action or a different outcome
- Point out lessons to improve services in the future
The landlord makes the final decision, but panel views are taken seriously.
What about privacy and confidentiality?
You must:
- Keep all complaint information private
- Follow data protection rules
Not talk about cases outside the panel
How long does the role last?
Panel members are appointed for a fixed period of 2 years. This may be extended if both sides agree.
What if I know the person involved in the complaint?
If a complaint involves someone you know, or your own neighbourhood, you must say so. You will not take part in that case.
Why should I get involved?
Being a panel member lets you:
- Help improve housing services
- Make sure residents are treated fairly
- Learn new skills and gain experience
Make a real difference for your community.
How do I apply?
Information on how to apply, including deadlines, is included in the recruitment information. Shortlisted applicants may be invited to an informal interview or chat.