Complaints are one of the strongest indicators of customer experience, organisational risk and regulatory confidence.
This practical scorecard helps social landlords quickly reflect on their current approach and identify opportunities to strengthen complaint handling across the organisation.
✔ 25 Quick assessment questions
✔ Designed for housing providers and leadership teams
✔ Identify strengths and improvement opportunities
✔ Perfect for team discussions and governance reporting
Housing providers face increasing expectations around complaint handling, transparency and learning from feedback.
This tool helps you:
• Start meaningful internal conversations
• Identify gaps before they become risks
• Strengthen governance and oversight
• Build confidence in your complaints approach
• Support continuous service improvement
The Outcome Practice supports social landlords and public-facing organisations to strengthen complaint handling through independent investigations, training, policy reviews and governance support.