Complaint Working Group member

The Complaint Working Group plays a key role in identifying common complaint themes, recommending service improvements, and ensuring Amplius delivers high-quality, customer-focused services in line with the Housing Ombudsman’s Complaint Handling Code.

Key responsibilities 

• Act on behalf of customers to ensure complaint responses meet their individual needs.
• Monitor and review complaint performance targets and customer satisfaction levels.
• Identify examples of good and poor practice within Amplius and recommend service improvements.
• Review website content related to complaints and assess the effectiveness of complaint-handling processes and accessibility.

Skills and qualities needed 

• Ability to listen and understand different perspectives and experiences shared by customers, not just personal experience. 
• Interest in seeing patterns and root causes of complaints and suggesting practical solutions for improvements.
• Willingness to read and understand performance information. 
• Constructive and respectful communication 
• Commitment to equality, diversity, and inclusion. 

Time commitment 

Approximately 12 meetings per year (plus preparation time). Occasional involvement in training, service reviews, or policy working groups.