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Independent Complaints Panel (ICP)

What you'll be doing

Members are required to:

  • Respect and preserve the confidentiality of any information received as an ICP member
  • Ensure ICP business is conducted effectively through a framework of properly constituted meetings and  complies with its terms of reference and any regulatory codes or codes of governance that it is subject to
  • Participate in annual skills assessment and undertake the necessary training and development to strengthen your contribution to the ICP
  • Prepare thoroughly and make constructive contributions to discussions
    Develop constructive relationships with Landlords and complainants
  • Consider all professional advice, requesting additional support and clarification whenever necessary, to conduct enquiries effectively and make informed decisions and recommendations
  • Personally uphold the code of conduct
  • Declare any conflicts of interest
  • Promote equality and diversity
  • Have experience of or willing to learn basic IT skills

Member qualities and skills

  • Interpersonal and communication skills
  • Team working and networking skills
  • Ability to focus on the current task
  • Ability to consider issues and problems and challenge constructively
  • Ability to form objective views based on evidence
  • Ability to analyse information, opinions and challenge constructively
  • Ability to actively listen to meetings
  • Ability to ask open questions
  • Willingness to learn and develop any of above
  • Personal Qualities
  • Supports and uphold the aims and objectives of the ICP
  • Respects others attitudes, beliefs and traditions
  • Integrity, honesty and objectivity
  • Well organised and reliable
  • Commitment to personal learning and development
  • Knowledge and Experience
  • Experience and understanding of one or more of the following are advantageous:
  • Social housing
  • Customer service
  • Complaints handling
  • Equality and Diversity
  • Mediation skills
  • Conflict resolution
  • Fees and expenses

All members are entitled to claim any reasonable out of pocket expenses related to their ICP membership. There is a fuel allowance for journeys made in customers' vehicles of 45p (in line with HM Customs and Revenue).


All information acquired should be treated as confidential unless stated otherwise, including after your membership has ceased.


All members should undergo appropriate training based on a complete skills assessment. This will include all the information you need for your role.

There may be some travel required and possibly overnight stays. Your local customer involvement contact will arrange this.


Panel members will be recruited for an initial term of one year; following a successful review of their membership; this will automatically extend up to a maximum of nine years.

Time commitment

Overall we anticipate a time commitment of three days per quarter, including attendance at meetings and training. In addition, you will be expected to devote appropriate preparation time ahead of each session. Other appointments may be required, for instance, with other residents and officers. By accepting membership, you have confirmed that you can allocate sufficient time to meet the expectations of the role.

This role description indicates the current role. However, as the ICP develops, gradual changes may occur.

We invite customers to join our new national and local panels.

Are you interested in finding out more? You can read about the roles by clicking below and apply using our simple form.

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