Whilst the Association’s Management Committee encourage people to make a complaint, they do not intervene on behalf of, or represent tenants. The principal role of Committee members is to:

• Approve the policy
• Monitor the number of complaints received and their outcomes at least on an annual basis, including equality issues
• Hear complaints at appeal level
• Consider recommendations to improve service delivery based on the findings of complaints received
• Instruct internal audit of the process from time to time