Keeping us accountable

28/01/2026

We don’t always get it right the first-time round, which is why all complaints provide valuable feedback.  

We’re always looking at turning complaints into improvements, and that’s why we launched the Complaints Learning Group in October! 

What’s the Complaints Learning Group? 

The group gives our Involved Tenants the opportunity to review our complaints processes and share areas of improvement. We want to understand what you really think of our complaints process: 

  • Is the process clear to follow if you wanted to raise a complaint? 

  • Do you feel reassured and informed with the complaint handling? 

  • Are you seeing any patterns? 

  • Do you feel we’re putting ourselves in your shoes? 

How does it work? 

Our Customer Experience team shares detailed, anonymous case studies at the meetings, which our Involved Tenants can then look at to find out what the root problem is and recommend/suggest improvements. It’s about looking at real complaints, trends and themes, what went wrong, and how we can improve. 

You don’t need any special skills to join the group, but instead, we just want to hear your feedback and more about your lived experiences. From here, our Tenant Scrutiny team then take these ideas forwards to make sure they’re actioned. 

What difference has the group made? 

Our Complaints Learning Group has found patterns with the complaints we receive and on the back of this, they’ve shared the following improvements for us to make: 

  • Improving the quality of call handling in the Hub 

  • Making sure our property records are regularly updated 

  • Improving the process for tenants as to why there’s a missed appointment 

Why should I get involved?  

This is your chance to hold us accountable and have a real say. You can help improve our services for everyone by making sure lessons are learned and acted on, and everyone is treated fairly. 

Your voice can lead to real change, so the same problems don’t keep happening and you’ll also meet other tenants and staff who want to improve services together. You’ll never be expected to get things right but instead, it’s your lived experience that matters most. 

If you’d like to get involved and join our Complaints Learning Group, or you’d like to get involved in another way, please visit our website here or you can email our Tenant Scrutiny team on customerscrutiny@midlandheart.org.uk