Residents' complaints review group

As part of our efforts to further strengthen the voice of residents in our handling of complaints, we have set up a Residents’ Complaints Review Group. The Group held their first meeting in May 2025.

The Residents' complaints review group provides resident oversight of our approach to managing complaints about housing landlord services. Specifically, it:

• Scrutinises the way complaints have been handled, to ensure that residents have been treated with fairness and respect throughout the process and that the complaint has been managed in line with the requirements of the Housing Ombudsman’s Complaint Handling Code and council policy.

• Monitors and scrutinises complaints performance.

• Makes recommendations on how complaint handling and the complaints service can be improved and ensures that any learning from complaints is practically applied to improve service delivery.

To find out more about the Residents' Complaints Review Group or to participate, please contact the Engagement Team by emailing  engagement@walthamforest.gov.uk. 

Training will be provided to support you in your role.