Self-assessment form

This self-assessment form should be completed by the complaints officer and it must be reviewed and approved by the landlord’s governing body at least annually.

Once approved, landlords must publish the self-assessment as part of the annual complaints performance and service improvement report on their website. The governing body’s response to the report must be published alongside this.

Landlords are required to complete the self-assessment in full and support all statements with evidence, with additional commentary as necessary.

We recognise that there may be a small number of circumstances where landlords are unable to meet the requirements, for example, if they do not have a website. In these circumstances, we expect landlords to deliver the intentions of the Code in an alternative way, for example by publishing information in a public area so that it is easily accessible.

 Section 1: Definition of a complaint

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
1.2	A complaint must be defined as: ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’	Yes	MTVH Complaints Policy	Scope and definitions at section 2 of Policy.
1.3	A resident does not have to use the word ‘complaint’ for it to be treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.	Yes	MTVH Complaints Policy	Section 3.1 MTVH Policy adopts the definition of complaint as an expression of dissatisfaction. The customer Care Team manages all complaints including those about a contractor or third party acting on their behalf.
1.4	Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly.	Yes	MTVH Complaints Policy	Definitions of both are set out at Section 2 of the Policy. Service requests can be reported online here Report a problem - Metropolitan Thames Valley (mtvh.co.uk)
1.5	A complaint must be raised when the resident expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. Landlords must not stop their efforts to address the service request if the resident complains.	Yes	MTVH Complaints Policy	Section 2 defines a complaint.
1.6	An expression of dissatisfaction with services made through a survey is not defined as a complaint, though wherever possible, the person completing the survey should be made aware of how they can pursue a complaint if they wish to. Where landlords ask for wider feedback about their services, they also must provide details of how residents can complain.	Yes	MTVH self-assessment 2024	Customer Insight and Customer Voice teams are aware of this requirement and have completed e-learning to support with opening complaints if required

Section 2: Exclusions

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
2.1	Landlords must accept a complaint unless there is a valid reason not to do so. If landlords decide not to accept a complaint they must be able to evidence their reasoning. Each complaint must be considered on its own merits	Yes	MTVH Complaints Policy	Section 3.5 of their Policy.
2.2	A complaints policy must set out the circumstances in which a matter will not be considered as a complaint or escalated, and these circumstances must be fair and reasonable to residents. Acceptable exclusions include: · The issue giving rise to the complaint occurred over twelve months ago. · Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court. · Matters that have previously been considered under the complaints policy.	Yes	MTVH Complaints Policy	Sections 3.3 and 3.5 of their Policy
2.3	Landlords must accept complaints referred to them within 12 months of the issue occurring or the resident becoming aware of the issue, unless they are excluded on other grounds. Landlords must consider whether to apply discretion to accept complaints made outside this time limit where there are good reasons to do so.	Yes	MTVH Complaints Policy	Section 3.3 of their Policy
2.4	If a landlord decides not to accept a complaint, an explanation must be provided to the resident setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman. If the Ombudsman does not agree that the exclusion has been fairly applied, the Ombudsman may tell the landlord to take on the complaint.	Yes	MTVH Complaints Policy	Section 3.5 of their Policy
2.5	Landlords must not take a blanket approach to excluding complaints; they must consider the individual circumstances of each complaint.	Yes	MTVH Complaints Policy	Section 3.5 of their Policy

Section 3: Accessibility and Awareness

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
3.1	Landlords must make it easy for residents to complain by providing different channels through which they can make a complaint. Landlords must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of residents who may need to access the complaints process.	Yes	MTVH Complaints Policy is published on their website and residents are given a ‘how to complain’ leaflet on sign up. Channels for making complaints are provided at: Make a complaint about MTVH - Metropolitan Thames Valley	The Policy includes different channels through which complaints can be made. An Equalities Impact Assessment has been completed and is held by the Policy Team.
3.2	Residents must be able to raise their complaints in any way and with any member of staff. All staff must be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the landlord.	Yes	MTVH Complaints Policy section 3.1	MTVH has a mandatory complaint training module for all staff.
3.3	High volumes of complaints must not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process.  Low complaint volumes are potentially a sign that residents are unable to complain.	Yes	MTVH Complaints Policy Section 1.  Complaint volumes monitored and reported regularly as detailed in Complaints Policy Section 4.	Reporting indicates a growing level of complaints and awareness within the organisation of the importance of learning from complaints.
3.4	Landlords must make their complaint policy available in a clear and accessible format for all residents. This will detail the two-stage process, what will happen at each stage, and the timeframes for responding. The policy must also be published on the landlord’s website.	Yes	The Policy is published on their website and a translation service provided.	The Policy complies and this information is also provided here: : Make a complaint about MTVH - Metropolitan Thames Valley and under the tab ‘when things go wrong’ here: mtvh-service-standards.pdf Complaint information is also provided to residents at the start of their tenancy with reminders shared in resident communications (e.g. MTVHResident-newsletter_Summer-2023_Iss02_WEB.pdf)
3.5	The policy must explain how the landlord will publicise details of the complaints policy, including information about the Ombudsman and this Code.	Yes	MTVH Complaints Policy	Contained in introductory paragraph to Policy – Section 1 and on website.
3.6	Landlords must give residents the opportunity to have a representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the landlord.	Yes	MTVH Complaints Policy	At paragraph 3.1 of Policy
3.7	Landlords must provide residents with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint.	Yes	Appendix 1 to MTVH Complaints Policy And Make a complaint about MTVH - Metropolitan Thames Valley	Information in Appendix to Policy and on website and shared with residents as appropriate throughout the complaints process.

Section 4: Complaint Handling Staff

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
4.1	Landlords must have a person or team assigned to take responsibility for complaint handling, including liaison with the Ombudsman and ensuring complaints are reported to the governing body (or equivalent). This Code will refer to that person or team as the ‘complaints officer’. This role may be in addition to other duties.	Yes	Complaints Policy Section 3.1	Their centralised Customer Care Team manage all complaints.
4.2	The complaints officer must have access to staff at all levels to facilitate the prompt resolution of complaints. They must also have the authority and autonomy to act to resolve disputes promptly and fairly.	Yes	The Customer Care team has this authority and autonomy.	The Policy confirms this at paragraph 4.
4.3	Landlords are expected to prioritise complaint handling and a culture of learning from complaints. All relevant staff must be suitably trained in the importance of complaint handling. It is important that complaints are seen as a core service and must be resourced to handle complaints effectively	Yes	E-learning is available to all colleagues and is a mandatory requirement where relevant. The Customer Care team are suitably resourced with additional resource added in May 2023 and further resource to be added in May 2024.	The Policy has a commitment at paragraph 4 that all relevant staff are trained in complaint handling.

Section 5: The Complaint Handling Process

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
5.1	Landlords must have a single policy in place for dealing with complaints covered by this Code. Residents must not be treated differently if they complain.	Yes	Complaints-Policy-April-2024.pdf (mtvh.co.uk)	A single Policy is published on MTVH website. Complaints Policy Section 4 outlines how complaints will be handled without bias
5.2	The early and local resolution of issues between landlords and residents is key to effective complaint handling. It is not appropriate to have extra named stages (such as ‘stage 0’ or ‘informal complaint’) as this causes unnecessary confusion.	Yes	Complaints Policy Section 3.2	The Policy consists of two stages. There are no informal complaint stages in the Complaints Policy.
5.3	A process with more than two stages is not acceptable under any circumstances as this will make the complaint process unduly long and delay access to the Ombudsman.	Yes		As above.
5.4	Where a landlord’s complaint response is handled by a third party (e.g. a contractor or independent adjudicator) at any stage, it must form part of the two stage complaints process set out in this Code. Residents must not be expected to go through two complaints processes.	Yes	Complaints-Policy-April-2024.pdf (mtvh.co.uk)	If complaint raised with third party it can be escalated to MTVH for review. Section 3.1
5.5	Landlords are responsible for ensuring that any third parties handle complaints in line with the Code.	Yes	Complaints Policy Section 3.1
5.6	When a complaint is logged at Stage 1 or escalated to Stage 2, landlords must set out their understanding of the complaint and the outcomes the resident is seeking. The Code will refer to this as “the complaint definition”. If any aspect of the complaint is unclear, the resident must be asked for clarification.	Yes	Complaints Policy Section 3.2	The complaint definition was included in the acknowledgements to the 3 Stage 1 and 2 complaints raised by residents of Harper House.
5.7	When a complaint is acknowledged at either stage, landlords must be clear which aspects of the complaint they are, and are not, responsible for and clarify any areas where this is not clear.	Yes	Complaints Policy Section 3.2
5.8	At each stage of the complaints process, complaint handlers must:  a. deal with complaints on their    merits, act independently, and have an open mind;  b. give the resident a fair chance to set out their position;  c. take measures to address any actual or perceived conflict of interest; and  d. consider all relevant information      and evidence carefully.	Yes	Section 4 of Complaints Policy
5.9	Where a response to a complaint will fall outside the timescales set out in this Code, the landlord must agree with the resident suitable intervals for keeping them informed about their complaint.	Yes	Complaints Policy Section 3.4	MTVH agreed extensions to its responses where necessary in relation to complaints raised by residents of Harper House.
5.10	Landlords must make reasonable adjustments for residents where appropriate under the Equality Act 2010. Landlords must keep a record of any reasonable adjustments agreed, as well as a record of any disabilities a resident has disclosed. Any agreed reasonable adjustments must be kept under active review.	Yes	Complaints Policy Section 3.1, 5 and 7.	Further information is also provided on their website: Make a complaint about MTVH - Metropolitan Thames Valley
5.11	Landlords must not refuse to escalate a complaint through all stages of the complaints procedure unless it has valid reasons to do so. Landlords must clearly set out these reasons, and they must comply with the provisions set out in section 2 of this Code.	Yes	Complaints Policy Sections 3.3 and 3.5
5.12	A full record must be kept of the complaint, and the outcomes at each stage. This must include the original complaint and the date received, all correspondence with the resident, correspondence with other parties, and any relevant supporting documentation such as reports or surveys.	Yes	A CRM system is used to log, investigate and respond to all complaints. Records of the complaint are kept in line with this requirement of the Code
5.13	Landlords must have processes in place to ensure a complaint can be remedied at any stage of its complaints process. Landlords must ensure appropriate remedies can be provided at any stage of the complaints process without the need for escalation.	Yes	MTVH Complaints Policy	Paragraph 3.2 sets out ways in which a complaint may be resolved.
5.14	Landlords must have policies and procedures in place for managing unacceptable behaviour from residents and/or their representatives. Landlords must be able to evidence reasons for putting any restrictions in place and must keep restrictions under regular review.	Yes	Unreasonable Behaviour Policy and process is in place.
5.15	Any restrictions placed on contact due to unacceptable behaviour must be proportionate and demonstrate regard for the provisions of the Equality Act 2010.	Yes	Unreasonable Behaviour Policy and process in place. This policy meets the provisions of the Equality Act 2010.

Section 6: Complaints Stages

Stage 1

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
6.1	Landlords must have processes in place to consider which complaints can be responded to as early as possible, and which require further investigation. Landlords must consider factors such as the complexity of the complaint and whether the resident is vulnerable or at risk. Most stage 1 complaints can be resolved promptly, and an explanation, apology or resolution provided to the resident.	Yes	Complaints-Policy-April-2024.pdf (mtvh.co.uk)	Paragraph 3.2
6.2	Complaints must be acknowledged, defined and logged at stage 1 of the complaints procedure within five working days of the complaint being received.	Yes	Outlined on website: Make a complaint about MTVH - Metropolitan Thames Valley and mtvh-service-standards.pdf	Sets out standards that meet this requirement. Evidenced in the 3 complaints from Harper House.
6.3	Landlords must issue a full response to stage 1 complaints within 10 working days of the complaint being acknowledged.	Yes	Outlined on website: Make a complaint about MTVH - Metropolitan Thames Valley and mtvh-service-standards.pdf	Sets out standards that meet this requirement. Evidenced in the 3 complaints from Harper House.
6.4	Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the resident.	Yes	As above	Poor service in this regard was compensated for in an upheld complaint.
6.5	When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.	Yes	Details of how to contact the Ombudsman are provided by the Customer Care team at this stage.	Paragraph 3.4 of Policy and in Appendix 1
6.6	A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.	Yes	Complaints Policy Section 3.2 Action plans are provided when appropriate.	Poor service in this regard was compensated for in an upheld complaint.
6.7	Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.	Yes	The Customer Care team are trained to address and respond to complaints in line with this requirement.	Evidenced in the responses to the 3 complaints from Harper House.
6.8	Where residents raise additional complaints during the investigation, these must be incorporated into the stage 1 response if they are related, and the stage 1 response has not been issued. Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.	Yes	Complaints-Policy-April-2024.pdf (mtvh.co.uk)	Paragraph 3.2 – how we handle your complaint
6.9	Landlords must confirm the following in writing to the resident at the completion of stage 1 in clear, plain language:  a. the complaint stage; b. the complaint definition; c. the decision on the complaint; d. the reasons for any decisions made; e. the details of any remedy offered to put things right; f. details of any outstanding actions; and g. details of how to escalate the matter to stage 2 if the individual is not satisfied with the response.	Yes	The Customer Care team respond to complaints in line with this requirement of the Code.	Evidenced in the responses to the 3 complaints from Harper House.

Stage 2

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
6.10	If all or part of the complaint is not resolved to the resident’s satisfaction at stage 1, it must be progressed to stage 2 of the landlord’s procedure. Stage 2 is the landlord’s final response.	Yes	Complaints Policy Section 3.3 and mtvh-service-standards.pdf
6.11	Requests for stage 2 must be acknowledged, defined and logged at stage 2 of the complaints procedure within five working days of the escalation request being received.	Yes	Outlined on website: Make a complaint about MTVH - Metropolitan Thames Valley mtvh-service-standards.pdf	Sets out standards that meet this requirement. Evidenced in the one escalated complaint from Harper House.
6.12	Residents must not be required to explain their reasons for requesting a stage 2 consideration. Landlords are expected to make reasonable efforts to understand why a resident remains unhappy as part of its stage 2 response.	Yes	Complaints-Policy-April-2024.pdf (mtvh.co.uk) The Customer Care team are trained to address and respond to complaints in line with this requirement	If a customer is not satisfied with S1 response their complaint will be escalated to S2. Paragraph 3.3 of Policy
6.13	The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1.	Yes	Self-ass says Policy section 4 but no ref in there	MTVH states that no same case handler will investigate, or resolve the same case at Stage 1 and Stage 2 of their process. Evidenced in the one escalated complaint from Harper House.
6.14	Landlords must issue a final response to the stage 2 within 20 working days of the complaint being acknowledged.	Yes	Outlined on website: Make a complaint about MTVH - Metropolitan Thames Valley mtvh-service-standards.pdf	Sets out standards that meet this requirement. Evidenced in the one escalated complaint from Harper House.
6.15	Landlords must decide whether an extension to this timescale is needed when considering the complexity of the complaint and then inform the resident of the expected timescale for response. Any extension must be no more than 20 working days without good reason, and the reason(s) must be clearly explained to the resident.	Yes	As above	As above The one complaint evidenced was responded to within the timescale.
6.16	When an organisation informs a resident about an extension to these timescales, they must be provided with the contact details of the Ombudsman.	Yes	Details of how to contact the Ombudsman are provided by the Customer Care team at this stage.	Not evidenced
6.17	A complaint response must be provided to the resident when the answer to the complaint is known, not when the outstanding actions required to address the issue are completed. Outstanding actions must still be tracked and actioned promptly with appropriate updates provided to the resident.	Yes	Complaints Policy Section 3.2 Action plans are provided when appropriate
6.18	Landlords must address all points raised in the complaint definition and provide clear reasons for any decisions, referencing the relevant policy, law and good practice where appropriate.	Yes	The Customer Care team are trained to address and respond to complaints in line with this requirement.	Evidenced in the one escalated complaint from Harper House.
6.19	Landlords must confirm the following in writing to the resident at the completion of stage 2 in clear, plain language:  a. the complaint stage;  b. the complaint definition; c. the decision on the complaint; d. the reasons for any decisions         made; e. the details of any remedy            offered to put things right; f. details of any outstanding     actions; and g. details of how to escalate the    matter to the Ombudsman   Service if the individual remains             dissatisfied.	Yes	The Customer Care team respond to complaints in line with this requirement of the Code	Evidenced in the one escalated complaint from Harper House.
6.20	Stage 2 is the landlord’s final response and must involve all suitable staff members needed to issue such a response.	Yes	Complaints Policy Section 3.3

Section 7: Putting things right

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
7.1	Where something has gone wrong a landlord must acknowledge this and set out the actions it has already taken, or intends to take, to put things right. These can include: · Apologising; · Acknowledging where things have gone wrong; · Providing an explanation,    assistance or reasons; · Taking action if there has been         delay; · Reconsidering or changing a      decision; · Amending a record or adding a          correction or addendum; · Providing a financial remedy; · Changing policies, procedures or practices.	Yes	Complaints-Policy-April-2024.pdf (mtvh.co.uk)	Paragraph 3.2 sets out what MTVH will do to put things right. Evidenced in the one escalated complaint from Harper House.
7.2	Any remedy offered must reflect the impact on the resident as a result of any fault identified.	Yes	Microsoft Word - V2 MTVH Compensation Policy.docx	The compensation offered reflects impact on resident
7.3	The remedy offer must clearly set out what will happen and by when, in agreement with the resident where appropriate. Any remedy proposed must be followed through to completion.	Yes	As above	The remedy is confirmed in the response letter at each stage. Evidenced in the one escalated complaint from Harper House.
7.4	Landlords must take account of the guidance issued by the Ombudsman when deciding on appropriate remedies.	Yes	The Policy is based on Ombudsman guidance.	A review of the Compensation Policy will be undertaken during 2024/25. The Housing Ombudsman Remedies Guidance will influence any amendments made to the policy.

Section 8: Putting things right

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
8.1	Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include: a. the annual self-assessment against this Code to ensure their complaint handling policy remains in line with its requirements. a qualitative and quantitative analysis of the landlord’s complaint handling performance. This must include a summary of the types of complaints the landlord has refused to accept; c. any findings of non-compliance with this Code by the Ombudsman; d. the service improvements made as a result of the learning from complaints; e. any annual report about the landlord’s performance from the Ombudsman; and f. any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.	No	Complaints Policy Section 4 Annual complaints performance information is published on our website: Complaints performance - Metropolitan Thames Valley (mtvh.co.uk)	This year a more detailed annual complaints performance and service improvement report has been produced to exceed this requirement of the Code.
8.2	The annual complaints performance and service improvement report must be reported to the landlord’s governing body (or equivalent) and published on the section of its website relating to complaints. The governing body’s response to the report must be published alongside this.	Yes	The Board’s response is published here: Complaint Performance and Service Improvement Report - Metropolitan Thames Valley (mtvh.co.uk)
8.3	Landlords must also carry out a self-assessment following a significant restructure, merger and/or change in procedures.	Yes	A self-assessment will be completed as required.
8.4	Landlords may be asked to review and update the self-assessment following an Ombudsman investigation.	Yes	A self-assessment will be completed as required.
8.5	If a landlord is unable to comply with the Code due to exceptional circumstances, such as a cyber incident, they must inform the Ombudsman, provide information to residents who may be affected, and publish this on their website. Landlords must provide a timescale for returning to compliance with the Code.		This requirement will be fulfilled if required

Section 9: Scrutiny & oversight: continuous learning and improvement 

Code provision	Code requirement	Comply: Yes / No	Evidence	Commentary / explanation
9.1	Landlords must look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint.	Yes	Complaints Policy Section 1 and 3.2 Complaint trends and learnings are identified through reporting to the Customer Services Committee on a quarterly basis. The Customer Voice Framework outlines how complaints are used as a valuable source of customer feedback to influence service delivery: Customer Voice Framework 2022 - 2025 (mtvh.co.uk)
9.2	A positive complaint handling culture is integral to the effectiveness with which landlords resolve disputes. Landlords must use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery.	Yes	Complaints Policy Section 1 The Customer Voice Framework outlines how complaints are used as a valuable source of customer feedback to influence service delivery: Customer Voice Framework 2022 - 2025 (mtvh.co.uk)
9.3	Accountability and transparency are also integral to a positive complaint handling culture. Landlords must report back on wider learning and improvements from complaints to stakeholders, such as residents’ panels, staff and relevant committees.	Yes	Complaint trends and learnings are identified through reporting to the Customer Services Committee on a quarterly basis. MTVH Residents Annual Report outlines how they have learned from complaints: 2023 Residents’ Report: Listening to residents, improving service - Metropolitan Thames Valley
9.4	Landlords must appoint a suitably senior lead person as accountable for their complaint handling. This person must assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.	Yes	The Executive Director of Customer Services, Kush Rawal, is the Lead Accountable Person for complaints. This accountability is published on their website: Board and executive - Metropolitan Thames Valley (mtvh.co.uk)
9.5	In addition to this a member of the governing body (or equivalent) must be appointed to have lead responsibility for complaints to support a positive complaint handling culture. This person is referred to as the Member Responsible for Complaints (‘the MRC’).	Yes	The Chair of the Customer Services Committee, Helen Cope, is the Member Responsible for Complaints.
9.6	The MRC will be responsible for ensuring the governing body receives regular information on complaints that provides insight on the landlord’s complaint handling performance. This person must have access to suitable information and staff to perform this role and report on their findings.	Yes	Regular updates are provided to the Board by the MRC as required. The Lead Accountable Person and the Head of Customer Voice support the MRC to perform their role as required.
9.7	As a minimum, the MRC and the governing body (or equivalent) must receive: a. regular updates on the volume, categories and outcomes of complaints, alongside complaint handling performance; b. regular reviews of issues and trends arising from complaint handling;   c. regular updates on the outcomes of the Ombudsman’s investigations and progress made in complying with orders related to severe maladministration findings; and   d. annual complaints performance and service improvement report.	No	Updates as required are provided to the Customer Services Committee and to the MRC on a quarterly basis. The annual complaints performance and service improvement report was shared with the Customer Services Committee on 1st May 2024.
9.8	Landlords must have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to: a. have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments; b. take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and c. act within the professional standards for engaging with complaints as set by any relevant professional body.	Yes	A standard complaint handling objective has been issued to all colleagues as part of the annual performance objective setting cycle. Third party providers are required to abide by the MTVH Contractor Code of Conduct.