No organisation is perfect and things will go wrong – but then it is vital to not only put them right, but learn lessons so that the same problems don’t arrive again.

HQN’s expert trainers will share examples from across the housing sector from their experience of working at the Housing Ombudsman Service. The session will include group work, plenty of time for discussions and importantly the opportunity for delegates to share their experience and ideas with each other.

This interactive workshop will include: 

• How to capture learning from complaints
• How to translate learning into practical service improvements
• When and how to share learning with staff, managers, residents and contractors
• Practical examples of where landlords have used learning to improve services.

Why attend? 

Learning from complaints is a requirement of the Housing Ombudsman’s Complaint Handling Code. Faced with tightening resources and increased demands, landlords need to maximise their use of intelligence that complaints can provide. This workshop is essential for those involved in complaint-handling, but also for all staff and managers who are committed to driving service improvement. Delegates will come away with an understanding of the benefits of a learning culture and an understanding of how learning can be systematically captured and used.

John Goodwin

John is a housing trainer and consultant, with extensive experience in the social housing sector, particularly in complaint-handling, resident involvement and governance. John was Compliance and Systemic Lead at the Housing Ombudsman Service until 2022, responsible for addressing systemic failings by landlords. He was involved in drafting the Ombudsman’s first ‘Complaint Handling Code’ and for delivering training to landlords, residents and others to improve complaint-handling and learning from complaints across the sector.

Prior to joining the Ombudsman, John spent ten years with the Audit Commission’s Housing Inspectorate – inspecting a range of housing organisations and services.

John previously worked for Shelter in several roles, including Head of Legal Services and Editor of ROOF magazine. He began his housing career in homelessness, housing advice and resettlement with a London borough.

John has written and edited a number of publications including: ‘Built to Last’ (a history of British housing policy). John is also an accredited mediator and a trustee and past chair of a social care charity.

If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected]

Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

Cancellations must be made in writing.