Independent Customer Complaints Panel
The Independent Customer Complaints Panel is made up of residents from rented and home ownership locations and can provide an impartial view on how a complaint has been handled by Anchor following receipt of the final complaint response from Anchor Hanover as part of the complaints procedure.
If a resident decides to ask the Panel to look at their complaint, the Panel will review all the correspondence relating to the matter and provide a response based on how they feel the case has been handled.
As part of this response, recommendations can be made to Anchor asking the organisation to act over and above replies already sent, or the panel may sign post the complainant to the relevant bodies for further review if they don’t feel any recommendations are necessary.
Independent Customer Complaints Panel Chair
Alan Plant has been Chair of the Independent Customer Complaints Panel since 2019.
Alan had been a resident with Anchor for over ten years and had been a member of the Anchor Customer Complaints Panel, since its formation in 2013.
He became Chair in 2018, and was elected as Chair of the new Anchor Independent Customer Complaints Panel upon its creation.
Contact the Panel
If you would like the Panel to review a complaint, or if you have any questions about the work they do, you can get in touch by calling 0345 602 5516 or by emailing [email protected]
The Anchor Customer Relations team will answer your initial questions and, subject to a couple of checks, send you the necessary form to complete as the Panel will need your permission before they are given any details about your complaint.
The Panel look forward to hearing from you.
Customer relations, complaints and feedback
We pride ourselves on delivering a first class service, but occasionally we could do better. Our Customer Relations team want to hear about your experiences.
Find out about the different ways you can get involved in shaping policies and improving the performance of services provided to residents across Anchor.
The Scrutiny Panel is made up of engaged residents whose role is to ask the questions, review the services and make recommendations to improve the services provided by Anchor.
The Residents' Council is made up of engaged residents who work with us collaboratively to improve and develop services and hold Anchor to account.