Effectively Handling Complaints in Housing

Venue: Online Training Course

Date: 5 Mar 2024

Synopsis: How social landlords handle housing complaints is under the spotlight like never before. With a steep rise in the number of complaints made to landlords, and to the Housing Ombudsman, landlords’ complaint-handling is under close scrutiny – not just from the Ombudsman, but also from the Regulator of Social Housing.

The Ombudsman is finding severe maladministration in a record number of cases, and the Regulator is introducing new standards and an inspection regime to check that landlords’ day-to-day services are serving tenants well.

Social housing conditions and the performance of landlords is also a focus of central government. This stems from the tragic Grenfell fire – which led to concerns over tenants not being heard or knowing how to complain – and from the poor handling of damp and mould in social housing properties.

In this context, effective complaint handling is vital – not just to meet the expectations of the Ombudsman and Regulator, but primarily to resolve problems for residents. Also, learning from those complaints is essential for service improvement.

Join this Effectively Handling Complaints in Housing online training course to learn about the current expectations for complaint handling and the tools and techniques you require to meet them.

This timely training day comes as the Housing Ombudsman and Local Government and Social Care Ombudsman introduce their first joint ‘Complaint Handling Code’. You will hear about the new requirements from two experienced experts in social housing complaint-handling. Delegates will also have the opportunity to hear and learn from colleagues who are facing the same challenges.

Details:

Learning Outcomes

• Learn from experts, formerly with the Housing Ombudsman Service, about the latest requirements for good complaint handling in line with the revised Complaint Handling Code
• Hear how to avoid common mistakes and resolve complaints through effective investigations and robust written complaint responses
• Learn what to consider when proposing an appropriate and proportionate remedy to resolve a complaint
• Hear how best to use customer feedback to learn from complaints and improve services for residents
• Increase your awareness of the importance of keeping up to date and accurate records and avoid common pitfalls in record keeping
• Hear about the latest and coming developments in complaint-handling, and discuss these with the trainers and other delegates

URL:
https://www.insidegovernment.co.uk/event/housingcomplaints

Contact:
https://www.insidegovernment.co.uk/event/housingcomplaints