Overview

06 Jul, 20229:45 am-3:30 pm
Online Training Course

About

With the revised publication of the Complaint Handling Code by the Housing Ombudsman Service expected in April, and the continued work of social housing providers to meet the requirements outline in the Social Housing White Paper of November 2020, this training will look at how housing associations can effectively deal with complaints. The Housing Ombudsman reported a 53% increase in the volume of enquiries and complaints it received between October and December 2021 compared to the same quarter in 2020. As such, 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 organisations to improve tenant customer satisfaction and avoid escalation of the complaints to the Housing Ombudsman, it is essential that your organisation develops a complaint handling system that is both effective and efficient.

Join this Effectively Handling Complaints in Housing Online 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 increase your understanding of good complaint handling to avoid common mistakes following the new Complaint Handling Code
  • Learn how to better resolve complaints using effective written responses
  • Hear how best to utilise customer feedback to drive improvement in complaints performance and learn what to consider when proposing an appropriate and proportionate remedy
  • Increase your awareness of common pitfalls in record keeping and the importance of keeping up to date and accurate records
  • Create an action plan that you can take away to make improvements to your complaint handling system

Lead Trainers

Dave Simmons photo
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
John Goodwin photo
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service

Agenda

9:45 am
Logging on and Accessing the Platform
10:00 am
Trainer’s Welcome and Clarification of Learning Objectives

This will be an opportunity for our expert trainers to open the session, clarify ways of working and enable introductions.

Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed
10:10 am
Introduction Session: Understanding the Role of the Housing Ombudsman Service
  • Gain clarity on the role of the Housing Ombudsman and the powers it holds
  • Understanding what the Housing Ombudsman expects of social housing providers
  • Outline areas where further change can be expected including closer work with the Regulator for Social Housing
  • Gain updates on the changes and new requirements under the revised Complaints Handling Code
Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed
10:40 am
Session 1: Complaint Handling Best Practice

The Complaints Handling Code: What Has Changed and How Does This Impact Housing Associations? (20 Mins)

  • Embedding a positive complaint handling culture in your organisation and ensuring continuous improvements
  • Exploring what a good complaints handling process looks like and why complaints are important to housing providers
  • Sharing findings from the 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 Complaints Handling Code
  • Understanding how to provide the correct remedy and response to a complaint, which are compliant and prioritise the needs of tenants
  • Learning how to effectively self-asses against the Code

Understanding and Implementing Complaints Handling Best Practice (40 Mins)

  • Using real life examples sharing best practice from the Housing Ombudsman Service’s complaints handling experience
  • Set out best practice approaches to complaints handling with reference to the Complaints Handling Code
  • Identify frequent mistakes in social housing providers makes when dealing with complaints and learning how to address and prevent these to improve attendees’ complaint handling process
Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed
11:40 am
Morning Break
12:00 pm
Session 2: Record Keeping Best Practice

Exploring Key Errors in Record Keeping (15 Mins)

  • Highlighting the common themes that the Housing Ombudsman has experienced when dealing with poor record keeping equipping attendees with the knowledge of what not to do

Remedies to Poor Record Keeping (30 Mins)

  • What to consider and what to include in your records
  • Exploring real-life creative solutions that landlords have used to resolve disputes, discussing innovative approaches attendees can replicate in their own organisations
Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed
12:45 pm
Lunch Break
1:30 pm
Session 3: Effective Written Responses to Complaints

In groups delegates will explore what should be included in a good response. You will:

  • Learn how to improve responses and receive guidance on the latest trends and insights into how best to handle complaints
  • Explore how to present information in a way that residents are more likely to understand
  • Consider how language can be used to encourage discourse and cooperation, as well as negatively impact the relationship if used poorly
  • Collaboratively work to produce an example written response, receiving guidance from our expert trainers
Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed
2:20 pm
Session 4: Learning From Complaints To Develop an Effective Complaints Handling System

In this session you will:

  • Discuss in groups and with our expert trainers the best methods to improve your organisation’s response to complaints
  • Learn how to capture learning through complaints to improve services by analysing the root causes of the complaints and prioritising areas for improvement
  • Consider how to evidence practical service improvements made as a result of learning from complaints
  • Discuss how to utilise customer feedback to inform future complaint handling and ensure that tenants feel listened to
  • Create an action plan to improve your complaint handling systems and processes to improve efficiency whilst also improving tenant relations
Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed
3:00 pm
Looking To The Future of the Housing Ombudsman Service: Centre for Learning

Sharing the Ombudsman’s aspirations to create a Centre for Learning to benefit all landlords, detailing what this may look like and what it would add to the sector.

Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed
3:15 pm
Questions and Answers

In this closing questions and answers session delegates will have the opportunity to come together with our expert trainers and ask any final questions ahead of the end of the training.

Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed
3:30 pm
Feedback, Evaluation and Close
Dave Simmons
Dave Simmons
Sector Development Lead
Housing Ombudsman Service
Confirmed
John Goodwin
John Goodwin
Systemic Adjudicator
Housing Ombudsman Service
Confirmed

Pricing

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