Date & Time
Tuesday 9th July, 2024 | 9:45 AM - 15:00
Venue
Online Event
Availability
Limited Availability
Purchase
Overview
As the Housing Ombudsman and Local Government and Social Care Ombudsman joint ‘Complaint Handling Code’ comes into force, it is essential that you adhere to the new requirements
In addition to this, the Ombudsman is finding severe maladministration in a record number of cases, and the Regulator has introduced 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 event to learn about the current expectations for complaint handling and the tools and techniques you require to meet them.
Delegates will also have the opportunity to hear and learn from colleagues who are facing the same challenges.
Learning Outcomes
Learn from experts, formerly with the Housing Ombudsman Service, about the latest requirements for good complaint handling in line with the 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
Lead Expert
Dave Simmons
Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Mediator,
Former Sector Development Lead (2007-July 2022), Housing Ombudsman Service
Agenda
9:45 am
Logging on and Accessing the Online Platform
10:00 am
Expert’s Welcome and Overview of Learning Objectives
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
10:10 am
Understanding the Role of the Housing Ombudsman Service and Requirements of the Complaint Handling Code
The role and powers of the Housing Ombudsman Service
Understanding what the Housing Ombudsman expects of social housing landlords
The requirements of the Ombudsman’s ‘Complaint Handling Code, including current significant changes to the Code
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
10:40 am
Group Work: What’s Working Well and Areas For Improvement
Group discussions about what is working well in complaint handling in your organisation, and what you struggle with
Feedback from groups and discussion of key themes with trainers
The trainers will address the feedback from groups and pick up on any questions or areas of uncertainty during the remaining sessions
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
11:10 am
Resolving Complaints Effectively
Key requirements and things to get right when looking to resolve complaints effectively, including taking account of vulnerabilities and managing unreasonable behaviour
Tips for avoiding common pitfalls
Hear real life examples from the trainers’ experience and from the Housing Ombudsman Service’s complaint investigations
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
11:40 am
Morning Break
11:55 am
Insurance claims and the Pre-Action Protocol for Housing Conditions
How should landlords deal with complaints that involve insurance claims, or potential legal action e.g. for disrepair?
Landlords are often unclear about how to handle these tricky cases. Our trainers will set out the Ombudsman’s guidance and expectations
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
12:05 pm
Record Keeping
The trainers will highlight areas of good and poor practice, and how to tackle common problem areas, such as records of verbal agreements and missed appointments
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
12:15 pm
Remedies to Disputes
Consider what to include in an effective remedy, including compensation payments
Hear about some creative solutions and innovative approaches that landlords have used to resolve disputes
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
12:45 pm
Lunch Break
13:15 pm
Effective Written Responses to Complaints
Learn how to improve responses and receive guidance on the latest requirements and good practice
Discuss an example of a complaint response letter
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
13:45 pm
Learning from Complaints
Find out how to capture learning through complaints to improve services by analysing the root causes of complaints and prioritising areas for improvement
Discuss how to use customer feedback to inform future complaint handling and ensure that tenants feel listened to
Hear examples of how landlords have used learning from complaints to make practical improvements
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
14:15 pm
Recent and Future Changes
This session will consider the current and future changes that will shape the housing complaint-handling landscape.
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
14:30 pm
Discussion, Questions and Answers
In this closing session delegates will have the opportunity to come together with our expert trainers to discuss areas of concern and ask any final questions.
Dave Simmons - Compliance Operations Manager (Peabody), Housing Consultant, Trainer and Former Development Lead (2007-July 2022), Housing Ombudsman Service
15:00 pm
Feedback, Evaluation and Close
* Programme subject to change
Pricing
Public Sector & Charities
£345 + VAT
Private Sector
£445 + VAT