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Customer Appeals Panel

Stockport Homes values feedback from customers on the services it delivers, as it’s a way of understanding where things can be improved. 

An important part of that feedback is the Complaint Appeal Panel process.  The Appeal Panel reviews complaints in cases where it has not been possible reach a resolution at an earlier stage.  

Customers form part of that Panel and provide valuable insight into service delivery and options for reaching a complaint resolution.   

Want to join our Panel?

We are looking to expand membership of the Panel, and we would welcome expressions of interest from any customers, but particularly under-represented groups such as customers of Black, Asian and Minority Ethnic (BAME) heritage, customers that are lesbian, gay, bi, or trans, and younger customers. You will receive training and guidance as part of the panel, but you will also bring your own experiences in social housing and Stockport Homes. 

This is Peter’s story about his role as a customer representative on the panel:

"I have been a Stockport tenant for over forty years.  Some years ago, I attended a Stockport Homes customer engagement meeting where we were given information about the Appeals Panel system. I was interested in taking it further, so I applied.

After a small amount of training, which was not difficult, I became a panel member. This involvement doesn't take up too much of my time. I may have one meeting a year to update on complaints panel procedures, and maybe one or two actual appeals to attend in a year.  We are sent the case details before each appeal by post or by e-mail, and the information takes about an hour to read.

With the appeal itself, we hear from the complainant and then work with a representative from Stockport Homes to determine a resolution for the case. This work is very interesting and very rewarding, and I find it a privilege to be involved with Stockport Homes in this way."

If you are interested in becoming involved, please email matthew.love@stockporthomes.org or call 0161 474 2600.

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Page last reviewed 25/02/2021