Independent complaints panel

How the Independent Complaint Panel (ICP) works to help resolve complaints. 

This article explains the role of the Independent Complaints Panel for customers of Derwent Living in complaint resolution. The ICP is a joint project with run in partnership with Tuntum Housing Association and Chorus Homes.

The role of the ICP

The ICP has been set up in response to the Government’s Localism Act, designed to increase the influence of local people when decisions are made. The Act introduced local complaints panels to look at cases that have exhausted an organisation's internal complaints processes. This role is termed the ‘designated person’.

The ICP has been set up by Derwent Living, Tuntum Housing Association and Chorus Homes and consists of customers from all three housing providers. The members are supported by the Tenant Participation Advisory Service to ensure that the process is fully independent and objective.

Customers are appointed to resolve complaints by helping to mediate an outcome between the landlord and complainant. The members have both skills in complaint handling and experience as tenants and leaseholders. This adds a valuable layer to the process and lessens dependence on the Ombudsman.

The panel can resolve the complaint itself or refer it directly to the Ombudsman.

Although a complaint can go straight to the Ombudsman without taking it to the ICP, the complainant will however have to wait at least eight weeks after completing the landlord’s complaints process before doing this.

Can I take my complaint to the ICP?

Yes, you can refer your complaint to the ICP once your complaint has fully passed through Derwent Living’s internal complaint procedure. Our complaints officer will let you know when this referral will take place and what you need to do.