Complaints Panel: residents driving service improvement
Over the last year, our resident Complaints Panel has been helping inform how we learn from complaints and improve services for residents.
Published: 19/08/2026
The panel was set up in 2025 to make sure residents have a strong voice in how we learn from complaints. Members look at common themes, trends and experiences to help us understand what’s working and where things could be better. The panel focus on the wider issues behind complaints and help us find practical ways to improve our services.
Making a difference during the first year
During its first year, the panel has made a huge difference to improving the complaints experience for residents.
Members worked with colleagues to review how we communicate about complaints. Their feedback helped make our letters clearer and more focused on resident’ needs. They also looked at our Complaints Improvement Plan. They shared their views on how we track progress and where we could make improvements to the service.
The panel tested our complaints webpages and shared ideas to improve the information available. This included creating clearer one-page guides to our complaints process and compensation policy.
Members also looked at complaint case studies and service issues. This helped us find where we could improve contractor performance, communication and support for residents with additional needs.
Welcoming new members
Earlier this summer, we welcomed a new group of resident panel members.
In July, members attended an interactive induction workshop to learn more about the panel, explore the resident complaints journey and discuss priorities for the coming year. It was also a chance to look at how feedback from residents can influence how complaints are handled day to day.
First meeting of the new panel
At this first meeting in July, members talked about how the panel will work and where they can make the biggest difference. They also heard from our Service Design team about how we’re using resident feedback and complaints to improve our services.
The group looked at complaints and where they’d like to focus next. This included neighbourhood services, antisocial behaviour and community safety.
Residents and colleagues learning together
Several panel members also joined out Customer Resolution team day.
It was an opportunity for residents to share their experiences directly with colleagues, discuss what the Panel has achieved so far and help inform future priorities. It was a great opportunity for residents and colleagues to build stronger relationships.
Looking forward
Over the coming year, the panel will continue to look at what residents are telling us through complaint trends and anonymised complaint journeys. They’ll also learn from Ombudsman findings and challenge us to improve services where residents aren’t receiving the right experience.
The Complaints Panel shows how resident insight can influence real change, helping us improve communication, accessibility, accountability and the overall experience of residents who raise concerns with us.
If you’d like to know more about the panel or get involved in future opportunities, please sign up to Peabody Voice.