Complaints Panel 2026-2027

Are you a Newcastle City Council housing resident? Would you like to help us make our complaints service better? The Complaints Panel gives tenants and leaseholders the chance to share their views and help improve services. The group look at complaints that have already been dealt with and talk about what we can learn from them. They also share ideas about how we can do things better in the future. By joining the panel, you can help make sure customers' voices are heard and help shape improvements for all tenants and leaseholders.

About the Group
 
We want to provide a good service and learn when things go wrong.
 
The Complaints Panel gives housing tenants and leaseholders the chance to work with us, look at complaints and help make services better.
 
The group meets every other month. It looks at complaints that have already been dealt with. Any personal details are removed before the complaints are shared with the group.
 
The panel helps us to:
  • Look at complaints and what happened
  • Talk about what we can learn from them
  • Share ideas to make things better
  • Check what action has been taken after feedback
  • Help improve services for tenants and leaseholders
  • Make sure tenant and leaseholders views are heard
 
People in the group can ask questions, share their ideas and hear about changes that have been made because of customer feedback.
 
Who is the Group For?
 
The Complaints Panel is open to Newcastle City Council housing tenants and leaseholders who want to help improve services. We're looking for people who:
  • Want to make a difference
  • Are happy to share their views
  • Can listen to other people's ideas
  • Enjoy working with others
  • Want to help improve services for tenants and leaseholder
 
The group does not look at its members' own complaints. Instead, it looks at how complaints are handled and how services can be improved for everyone.
We can provide support to help people take part. This includes information in different formats and language support if needed.
 
How Can You Get Involved?
 
If you would like to find out more about the Complaints Panel or how to join, please get in touch.
 
📧 Email: getinvolved@newcastle.gov.uk
📞 Telephone: 0191 211 5400
 

If you need this information in an alternative format or another language, please phone 0191 211 5400 or email getinvolved@newcastle.gov.uk  

Wards

Start Date

01 April 2026

End Date

31 March 2027

Days Remaining

161

Result

Minutes of Meeting

6 May 2026
  • Residents wanted better communication about complaints, including sharing outcomes and lessons learned. 
  • Concerns were raised that some residents may be reluctant to complain, highlighting the need to build trust and encourage feedback. 
  • The group discussed improving staff skills, transparency and ownership when resolving complaints. 
  • Residents highlighted the importance of personal contact and accessible ways to raise concerns. 
  • Actions were agreed to improve complaint communication, encourage feedback and map customer journeys to identify service improvements. 

Minutes of Meeting

2 September 2026
  • Members approved the draft Homes & People article, subject to a minor amendment, and supported publication. 
  • The resident newsletter was welcomed as a positive way to keep residents informed and encourage collaboration between resident groups. 
  • Feedback on the proposed Complaints Policy changes focused on improving communication, including having a named contact throughout the complaints process and ensuring ownership of complaints is clear
  • Members supported additional training to help staff identify complaints and improve customer experience. 
  • The panel felt the updated Complaints Policy should be promoted through a range of channels rather than relying solely on online publication. 
  • Members expressed an interest in being more involved in reviewing complaint learning and helping to identify service improvements.




Get involved - Expression of Interest form

Get Involved – Register Your Interest Today! We offer a variety of opportunities for you to get involved with Newcastle City Council Housing Services, from joining one of our working groups to simply receiving regular updates. You can choose to participate as much or as little as you like — or just request more information to start. Please complete the short form below to let us know your preferences, and we’ll be in touch with more details.

Tags

  • Consultations
  • Housing

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