Complaints review stage - Frequently Asked Questions
What should I do if I’m not happy with how my complaint has been handled by the Customer
Solutions Officer?
If you are unhappy with how your complaint has been dealt with, you should first speak with your
Customer Solutions Officer. If they are still unable to resolve the matter for you, you may request a
review to allow an independent panel to look at how your case was handled by Viridian.
How do I ask for my complaint to be reviewed?
You should make your request for your case to be reviewed within 28 days of the date on the
Customer Solutions Officer’s decision correspondence. You can do this by speaking with your
Customer Solutions Officer in person who will ask why you are dissatisfied, or you may put your
request in writing giving a clear explanation as to why you are unhappy with the outcome. Any
requests for review received outside of the 28 days will be considered on an individual basis. There
may be some circumstances where a review is not possible, but this will be discussed with you so
you understand the reason why and the options available to you.
What is the role of the Review Panel?
The Review Panel will not carry out a reinvestigation of your complaints or look at how any service
failure originally occurred. The role of the Review Panel is to review the actions taken by your
Customer Solutions Officer in an attempt to resolve your complaint and decide if the actions were
appropriate or if more could have been done.
If the role of the Review Panel is not to reinvestigate the complaint, how is it possible that the
Customer Solutions Officer’s decision will be changed?
The Review Panel will look at all the actions taken by the Customer Solutions Officer in an effort to
resolve your complaint, including how you asked for your complaint to be resolved at the start. The
Review Panel may decide that there are further actions required or identify additional compensation
to be awarded.
Like the Customer Solutions Officer, the Review Panel must always comply with Viridian’s policies
and procedures and is unable to offer any resolution outside of them. However, having a review of
your case and the information from the investigation can sometimes identify alternative ways to
resolve your complaint.
What will happen at the Review Panel meeting?
The Review Panel is made up of a resident Chair, at least one additional member of the Review Panel
and a member of Viridian’s Leadership Team from a service area not linked to your complaint to
avoid a conflict of interest. At the start of the Review Panel, the Chair will remind all attendees that
an audio recording is being made of the proceedings and give the date and name of everyone
present for the purpose of the recording. The Customer Solutions Officer will attend the meeting to
provide details of their investigation into your complaint and answer any questions you or the
Review Panel may have.
The key considerations for the Review Panel are: 
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How did you originally ask for your complaint to be resolved?
Did the Customer Solutions Officer agree this resolution with you or offer a suitable
alternative and explain their reason for this?
Could your Customer Solutions Officer have done more to resolve your complaint in line
with your initial resolution request?
Did the Customer Solutions Officer refer to all appropriate and relevant policies?
Was the amount of compensation awarded in line with Viridian’s Compensation and Redress
policy and procedure?
Did the Customer Solutions Officer follow Viridian’s Complaints policy?
Once the Review Panel Chair confirms there are no further questions, the Customer Solutions Officer
will leave the meeting to allow the Review Panel to speak to you alone.
What happens if I do not want to attend the Review Panel?
If you do not want to attend, your case can still be reviewed by the Review Panel at a Case
Conference. The format of the meeting will be the same as the Review Panel but without your
attendance necessary, and you will be informed of the Review Panel’s decision in writing.
How are the resident members selected for each Review Panel?
We have a number of residents who have been trained to sit on Review Panels. Once a request for a
review is received, the Customer Solutions team selects two residents for the Review Panel who do
not live locally or possibly known to you to avoid a potential conflict. If you have any concerns about
the Review Panel members selected, please speak to your Customer Solutions Officer. Additionally,
all resident Panel members sign a confidentiality agreement and understand the importance of their
role in the process.
Why does Viridian’s Review Panel include residents?
Having residents involved at this stage of the complaints process is a common approach within the
Housing sector, as residents are able to consider the issues from a different perspective to Viridian
employees, and have a greater understanding of the impact the concerns may have had.
When and where will the Review Panel meeting be held?
The Review Panel will usually be held within 30 working days of receiving your request, although this
is subject to both yours and Review Panel members availability. If you do not wish to attend, we
can usually arrange a Case Conference slightly quicker, so you should discuss your preferred choice
with your Customer Solutions Officer.
The meetings are usually held in the main Viridian office closest to where you live, although in
certain circumstances we may be able to arrange an alternative venue which you should discuss with
your Customer Solutions Officer.
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Will Viridian pay my travel expenses?
Yes, Viridian will pay all your travel expenses and those for anyone accompanying you on production
of receipts. If you need help with travel arrangements, please speak to your Customer Solutions
Officer and they will be happy to assist you.
How long with the meeting last?
On average, most Review Panel meetings last between one and two hours, although this can vary
depending on the complexity of the case.
Will the Customer Solutions Officer be at the review meeting?
The Customer Solutions Officer will collect you from reception and attend the meeting at the start to
provide details of their investigation and answer any questions you or the Review Panel may have
about their investigation.
Once the Review Panel Chair confirms there are no further questions, the Customer Solutions Officer
will leave the meeting to allow the Review Panel to discuss with you how your complaint was
handled.
Can I bring a solicitor with me?
As the Review Panel is not a legal process, you cannot bring a solicitor to represent you. However,
you may be accompanied by someone in a non-legal capacity such as a friend or family member to
provide you with support. If you wish to do so, please let your Customer Solutions Officer know so
that we can accommodate them.
Will I be sent notes of the Review Panel meeting?
No formal notes will be made of the meeting, although the audio recording is kept on file for
transcribing should you subsequently refer your complaint to a designated person or the Housing
Ombudsman Service. However, if you would like an electronic copy of the audio recording, please
let you Customer Solutions Officer know and they will email it to you after the meeting.
How long does it take to receive the Review Panel’s decision?
After the Review Panel or Case Conference and consideration of all the information, the Chair will
write to you within 10 workings days of the meeting date to advise you of the Review Panel’s
decision.
What happens if I’m still not happy with the Review Panel’s decision?
If you are still unhappy following the review of your case, you can contact a “designated person”
who will either contact Viridian to try to resolve your complaint or refer your case to the Housing
Ombudsman Service for consideration. A “designated person” is any MP or councillor for the area in
which you live. Alternatively, you may wait eight weeks from the date of the Review Panel’s decision
letter and contact the Housing Ombudsman Service directly. You can find out more about the
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Housing Ombudsman on their website at www.housing-ombudsman.org.uk. For further information
on what to do next, please speak to your Customer Solutions Officer.
I’m interested in becoming a member of the Review Panel, how can I find out more?
If you would like to find out more about becoming a member of Viridian’s Review Panel, please
contact Alex Naldrett, Customer Solutions Team Leader on 020 3202 3755 or email
[email protected] for an informal chat about the role.
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