Louise Tubbs

Hello I’m Louise Tubbs, Tenant Board Member for SCH. I have worked on the Board since 2016 and have really enjoyed the opportunity to shape and improve services for tenants, leaseholders and customers accessing our services for the first time.

There are lots of changes and new important legislation, in the Housing Sector, which strengthens the voice of the customer. One specific change is the Housing Ombudsman’s Code, from 1st April 2024 the Housing Ombudsman are required, by law, to ensure that all Landlords with more than 1000 properties are compliant with the code, whether or not the Ombudsman receives complaints from residents.

I’m passionate about providing services that reflect what our customers want and that our staff are professional and working within our Heart Values. The way I feel I can make a difference is to ensure that complaints are dealt with quickly, effectively and that we learn from what our customers are telling us is going wrong.

As Board Champion for Complaints, I make the following commitment to you:
  • I will work closely with our Customer Feedback Team to understand the reasons why our customers are complaining.
  • I will review performance against complaint handling quarterly and will provide an update to my peers on the Board
  • I will review complaints at Stage 2 of our complaints process to get a greater understanding of what is going wrong and why we did not resolve the problem at Stage 1
  • I will ensure that making a complaint is easy and accessible for ALL residents
  • I will work with the Customer Feedback Team to carry out the annual self-assessment of our compliance with The Code.
  • I will keep under review the service standards for complaints working with the Customer Feedback Team