Date & Time
Tuesday, November 14, 2023
9:30 AM - 4:00 PM
Venue
etc.venues - Marble Arch, London
Availability
Limited Spaces Available
Purchase
About
There has been a steep rise in the number of housing complaints made to social landlords, and to the Housing Ombudsman, in recent years. The Ombudsman is finding severe maladministration in a record number of cases, and complaint handling is under closer scrutiny than ever before – not just from the Ombudsman, but also from the Regulator of Social Housing.
Social housing conditions and the performance of landlords is also in the spotlight and under scrutiny from 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. Learning from complaints is essential for service improvement.
This training day will give social landlords the knowledge and tools to effectively respond to and manage complaints. You will hear about the latest expectations of the Housing Ombudsman and the Regulator. Delegates will also have a unique opportunity to join deep dive workshops covering specific issues, and network with colleagues who are facing the same challenges.
Workshops will look at:
The Housing Ombudsman’s expectations for complaint handling
Final stage reviews and decisions
Learning from complaints
Managing unreasonable behaviour
The event will be chaired by complaint-handling experts and former Ombudsman specialists Dave Simmons and John Goodwin.
Who should attend?
The training day is aimed at anyone who deals with or has oversight of social housing complaints — from frontline staff to senior managers and governing bodies.
Learning Outcomes:
Learn from experts about the standards for good complaint handling and how to meet them, in line with the Complaints Handling Code
Hear about the latest expectations and approaches of the Housing Ombudsman and the Regulator of Social Housing.
Increase your awareness of common pitfalls and challenges in complaint handling, including poor communication and record keeping, and how to manage unreasonable behaviour.
Find out how to learn from complaints and develop a learning framework within your organisation.
Lead Trainers
Dave Simmons
Complaint Resolution Improvement Manager, Peabody
former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
John Goodwin
Housing Consultant, Trainer and Mediator
Former Compliance & Systemic Lead at the Housing Ombudsman Service
Agenda
9:30 am
Registration
10:00 am
Chairs’ Introduction and the Complaint Handling Landscape
Dave Simmons
Complaint Resolution Improvement Manager, Peabody
Former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
John Goodwin
Housing Consultant, Trainer and Mediator
Former Compliance & Systemic Lead at the Housing Ombudsman Service
10:15 am
The Housing Complaints Landscape’
This session will cover:
Lessons from the Grenfell fire: the need to listen to residents’ concerns and complaints
The increased role of the Ombudsman: the introduction of the Complaint Handling Code; publishing reports & ‘naming and shaming’; severe maladministration findings and special investigations.
Rising numbers of complaints and demands on staff, including calls for professionalisation.
This session will include 15 minutes for delegate questions and answers
Dave Simmons
Complaint Resolution Improvement Manager, Peabody
Former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
John Goodwin
Housing Consultant, Trainer and Mediator
Former Compliance & Systemic Lead at the Housing Ombudsman Service
11:00 am
Morning Break
11:20 am
Regulator of Social Housing Update: Driving Improvement in Landlords’ Services and Complaint Handling
This session will:
Provide an update on the approach to proactive consumer regulation and the expansion of the Regulator’s remit
Explore what these changes mean for landlords and tenants, centering on the cultural shift towards co-production and placing tenants at the heart of social housing
Outline the role of the RSH inspections in line with the Social Housing (Regulation) Act
This session will include time for delegate questions and answers
Kate Dodsworth
Director of Consumer Regulation
Regulator of Social Housing
12:00 pm
Workshop 1: Housing Ombudsman Expectations
Including:
Key Complaint Handling Code requirements and changes
Stages and timescales
Severe Maladministration findings and special investigations
Hot topics: damp & mould, noise and more.
Dave Simmons
Complaint Resolution Improvement Manager, Peabody
Former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
John Goodwin
Housing Consultant, Trainer and Mediator
Former Compliance & Systemic Lead at the Housing Ombudsman Service
12:30 pm
Workshop 2 – Final Stage Reviews and Decisions
Including:
Effective complaint investigations
Getting the final response right
Compensation and other remedies
Common pitfalls and tips for avoiding escalation to the Ombudsman
Dave Simmons
Complaint Resolution Improvement Manager, Peabody
Former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
John Goodwin
Housing Consultant, Trainer and Mediator
Former Compliance & Systemic Lead at the Housing Ombudsman Service
1:00 pm
Lunch
2:00 pm
Workshop 3 – Managing Unreasonable Behaviour
Including:
What is unreasonable behaviour?
Your policy and Ombudsman’s view
Steps to take
Social media
Support for colleagues
Dave Simmons
Complaint Resolution Improvement Manager, Peabody
Former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
John Goodwin
Housing Consultant, Trainer and Mediator
Former Compliance & Systemic Lead at the Housing Ombudsman Service
2:30 pm
Workshop 4 - Learning from Complaints
Including:
Importance of learning from complaints
Requirements of the Ombudsman and the Regulator
Key elements of a learning framework
Practical examples
Dave Simmons
Complaint Resolution Improvement Manager, Peabody
Former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
John Goodwin
Housing Consultant, Trainer and Mediator
Former Compliance & Systemic Lead at the Housing Ombudsman Service
3:00 pm
Afternoon Break
3:20 pm
Q&A – Discussion and Closing Remarks
This final interactive discussion session offers an opportunity for all delegates to come together, ask questions and explore key learnings and takeaways from the day.
John Goodwin
Housing Consultant, Trainer and Mediator
Former Compliance & Systemic Lead at the Housing Ombudsman Service
Dave Simmons
Complaint Resolution Improvement Manager, Peabody
Former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
4:00 pm
Training End
*programme subject to change
Pricing
Public Sector
£395 + VAT
Private Sector
£495 + VAT