LinkedInMatthew Adrien

Matthew Adrien

Complaints Co-Ordinator at Thames Valley Housing Association

London, United Kingdom
Government Relations
  1. Thames Valley Housing Association,
  2. Ankh Social Care Consultancy
  1. London Borough of Lewisham,
  2. London Borough of Hackney,
  3. Royal College of Speech and Language Therapists
  1. London Metropolitan University

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Thames Valley Housing Association

Thames Valley Housing Association

Complaints Co-Ordinator

– Present

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Complaints Co-Ordinator

Thames Valley Housing Association
– Present (2 years 1 month)Twickenham, United Kingdom

Develop a new Complaints Improvement Action Plan including a review of the current policy and procedure and to take forward identified issues to improve the way TVHA manage complaints.

Review the various complaint and compensation reports to ensure information is timely, relevant and easy to understand and that all staff, management and the Board are clear about performance and any issues which need to be addressed.

To act as the product owner for Complaints and liaise between users and ICT to deal with issues and improve how the system works.

To work with all departments to highlight and take forward issues that need to be addressed including the targeting of specific service areas to deal with emerging trends including working with the Housing and Development Directorates to improve the timeliness of responses.

To be the main point of contact for complaints for the Ombudsman and other organisations and to ensure SARs requests are completed accurately and in a timely manner.

To ensure that complaint panels are effectively managed and that paperwork is completed in an accurate and timely fashion.

To carry out a review of best practice in complaints and commence external bench marking to help improve performance and resident satisfaction.

Investigation Officer/Independent Person

Ankh Social Care Consultancy
– Present (8 years 9 months)

Casework Manager

London Borough of Lewisham
(1 year 6 months)

Complaints and Enquiries Manager - Community Services Directorate

London Borough of Hackney
(9 months)

Complaints Management for the Community Services Directorate in the following areas: Adult Social Care, Housing Needs and Resources, Museums and Culture, Adult Social Care Finance, Leisure Services and Parks.

Designated Senior Officer to investigate all Stage two complaints within the directorate.

Customer Services Manager

Royal College of Speech and Language Therapists
(9 months)

Complaints Manager

Essex County Council
(5 months)

Complaints Manager for the Schools, Children and Families Dept


  • Community Engagement
  • Local Government
  • Policy
  • Report Writing
  • Public Sector
  • Management
  • Stakeholder Engagement
  • Customer Service
  • Complaint Management
  • Social Housing
  • Stakeholder Management
  • Governance
  • Government
  • Training Delivery
  • Private Sector


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