housing & housing services Training

In-House: Effectively Handling Complaints in Housing

housing & housing services Training

Complaints received by the Housing Ombudsman rose by almost 15% last year with 6,806 complaints received in 2017/18 up from 5,870 the previous year. 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 Housing Ombudsman, it is essential that your organisation develops complaints handling system that is both effective and efficient.

This In-House Effectively Handling Complaints in Housing training course, will allow you and your colleagues to learn the necessary tools and techniques to implement a responsive complaints 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
  • 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
  • Reduce complaints quickly and effectively through reducing unnecessary stages and costs in your procedures
View the agenda and additional speakers




Chair’s Introduction & Clarification of Learning Objectives


Understand the Role of the Housing Ombudsman Service

  • Gaining clarity on the role of the Housing Ombudsman and the powers it has been granted
  • Understanding what the Housing Ombudsman expects of housing associations
  • Working with the Housing Ombudsman to develop an effective complaint reduction plan
  • Developing clear complaints procedures for residents in new-build properties


Morning Break


Case Study: Developing a Clear Strategy to Respond to Complaints about Repairs and Defects

  • Analysing what are the main challenges in handling complaints about defects and repairs and best ways to overcome them
  • Implementing effective complaints procedures and processes to reduce the volume of complaints and improve response time
  • Improving your response rates to complaints about defects
  • Setting performance targets for responding to complaints and monitoring performance against those targets


Best Practice: Understanding How to Effectively Resolve Complaints about Tenants Behaviour

  • Developing clear strategies when managing a tenant’s complaint about anti-social behaviour
  • Creating clear line of communication and cooperation police and other agencies when responding to complaints
  • Providing training and support for staff to help them identify anti-social behaviour and then effectively deal with the issue
  • Dealing with angry and abusive correspondence and difficult clients




Workshop: Writing Effective Responses to Complaints

Delegates will have the opportunity to improve their responses and receive guidance on the latest trends and insights

  • Understanding how correspondents want their complaint handled and what they expect from the reply
  • Discovering ways of presenting information to be easily understood
  • Summarising complex information into language and a structure that can be easily understood
  • Identifying best practice use of style, tone, vocabulary, presentation of facts and evidence


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
  • Filtering out and finding the best way to deal with the vexatious and repeated complainants
  • Developing procedures to mitigate the impact of a complaint on your organisation’s reputation
  • 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


Feedback, Evaluation & Close

*Programme subject to change

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Open Course Option

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