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Independent complaints panel (ICP)

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

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This page explains the role of the Independent Complaints Panel for customers of Chorus Homes in complaint resolution. The ICP is a joint project run in partnership with a number of housing providers. 

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 Places HomesChorus HomesCotmanDerwent LivingLiving PlusTuntum Housing Association and Longhurst Group, and consists of customers from all these 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 housing provider 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 housing provider’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 our internal complaint procedure. Our complaints officer will let you know when this referral will take place and what you need to do.

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