Overview

08 Jul, 20219:15 am-3:40 pm
Online Training

The Effectively Handling Complaints in Housing course will you in the development of necessary tools and techniques to implement a responsive complaint handling system that reduces costs, increases efficiency and protects your organisation’s reputation.

Following the publication of the new Complaint Handling Code by the Housing Ombudsman Service in July 2020 and the publication of the Social Housing White Paper in November 2020, this training will look at how housing associations can effectively deal with complaints. In an increasingly pressured environment, housing associations are facing increased scrutiny to ensure that they are excelling at customer service and dealing with complaints effectively.

In order for organisation’s to improve tenant customer satisfaction and avoid escalation of the complaints to the Housing Ombudsman, it is essential that your organisation develops a complaints handling system that is both effective and efficient.

Join this Effectively Handling Complaints in Housing training course to learn the necessary tools and techniques to implement a responsive complaint handling system that reduces costs, increases efficiency and protects your organisation’s reputation.

Learning objectives:

  • Learn from the Housing Ombudsman Service to better understand the types of complaints it receives and from the new Complaint Handling Code
  • Explore how the Social Housing White Paper will impact complaints and the effective resolution of them
  • Learn how to effectively resolve complaints regarding repairs and defects
  • Understand how you can resolve complaints about anti-social behaviour
  • Hear how best to utilise customer feedback to drive improvement in complaints performance
  • Create an action plan that you can take away in order to make improvements to your complaint handling system

Agenda

9:15 am
Logging on and Accessing the Platform
9:30 am
Trainer’s Welcome and Clarification of Learning Objectives
  • Opportunity to open the session, clarify ways of working and enable introductions
Phil Willcox
Phil Willcox
Founder
Emotion at Work
Confirmed
9:45 am
Understand the Role of the Housing Ombudsman Service
  • Gaining clarity on the role of the Housing Ombudsman and the powers it has been granted, especially as a result of the Social Housing White paper
  • Understanding what the Housing Ombudsman expects of housing associations
  • Outlining areas where further change can be expected including closer work with the Regulator for Social Housing and the development of the Access to Information Scheme
  • Working with the Housing Ombudsman to develop an effective complaint reduction plan
  • Developing clear complaints procedures for residents in new-build properties
Jennifer Ryans
Jennifer Ryans
Head of Dispute Resolution
Housing Ombudsman Service
Confirmed
10:15 am
The New Complaints Handling Code: What Has Changed and How Does This Impact Housing Associations?
  • Sharing findings from the new Complaints Handling code, including common mistakes by social landlords who failed to comply with the code
  • Outlining how to respond, report and handle complaints effectively and fairly under the new complaints handling code
  • Understanding how to provide the correct remedy and response to a complaint, which are compliant and prioritise the needs of tenants
  • Embedding a positive complaint handling culture in your organisation and ensuring continuous improvements
  • Learning how to effectively self-asses against the Code
Jennifer Ryans
Jennifer Ryans
Head of Dispute Resolution
Housing Ombudsman Service
Confirmed
11:00 am
Morning Break
11:20 am
How to Develop and Improve Your Complaints Strategy
  • Insight on complaint management across all UK sectors and how the Housing Sector compares
  • How customer insight and involvement can shape solutions
  • Strategies to improve complaint management
  • Learn how to adapt your strategy to the evolving Covid-19 situation, including growing demand and concerns around delivering repairs
  • Self-assessment – honest and critical look at ourselves – what we learnt
Jonathan Cowie
Jonathan Cowie
Chief Operating Officer
Vivid Homes
Confirmed
12:00 pm
Breakout Rooms: Sharing Top Tips for Resolving Complaints

During this session delegates will be split into breakout rooms to share best practice and advice on what has and hasn’t worked for them in dealing with complaints. The discussion will focus on the following points:

  • Discussing clear strategies that work for managing a tenant’s complaint
  • Challenges faced when handling complaints and how to resolve them
  • Exploring how to deal with angry and abusive correspondence and difficult clients
Phil Willcox
Phil Willcox
Founder
Emotion at Work
Confirmed
12:45 pm
Lunch Break
1:40 pm
Workshop: Writing Effective Responses to Complaints
  • Delegates will have the opportunity to improve their responses and receive guidance on the latest trends and insights into how best to handle complaints
  • Presenting information in a way that residents are more likely to understand
  • Using language to encourage discourse and cooperation
  • Balancing the emotional and empathic with reason and facts in complaint responses
Phil Willcox
Phil Willcox
Founder
Emotion at Work
Confirmed
2:40 pm
Workshop: Developing an Effective Complaints Handling System
  • Discuss in groups and with the Chair the best methods to improve your organisation’s response to complaints
  • Learning how to use complaints to improve services by analysing the root causes of the complaints and prioritising areas for improvement
  • Utilising customer feedback to inform future complaint handling and ensure that tenants feel listened to
  • Creating an action plan to improve your complaint handling systems and processes to improve efficiency whilst also improving tenant relations
Phil Willcox
Phil Willcox
Founder
Emotion at Work
Confirmed
3:40 pm
Feedback, Evaluation and Close

Audience

This training course is specifically designed for the housing sector. Typical job titles will include:

  • Heads of Customer Services
  • Customer Service Managers
  • Heads of Complaints
  • Complaints Handlers
  • Heads of Services
  • Service Managers
  • Resident Support Officers
  • Heads of Neighbourhoods
  • Quality Assurance Officers
  • Tenant Engagement Officers

Pricing

  • Voluntary Sector Rate (Large Charities - Over £1m Income)
    £295 +VAT
  • Voluntary Sector Rate (Small Charities - Under £1m Income)
    £245 +VAT
  • Public Sector Rate (Housing & Central/ Local Government)
    £325 + VAT
  • Private Sector Rate
    £425 + VAT