Suitable for: All What does this mean?
The complaint handling landscape has changed dramatically for social landlords in recent years – and the changes keep on coming. With most landlords reporting increased numbers of complaints, it can be a challenge to meet the Ombudsman’s increased requirements – in its revised Complaint Handling Code – and the raised expectations of residents.
This workshop will explain the current framework and offer practical tips for effective complaint handling, based on the extensive experience of our specialist trainers. It will focus on common problems and how to handle them, such as when to offer compensation and how to deal with unreasonable complainants. It will also look at how to send effective complaint responses and avoid complaints escalating to the Ombudsman.
There will be group discussions and plenty of opportunities for questions and sharing delegates’ own experiences. It will also provide an update on recent and forthcoming developments in the field.
The workshop will cover:
- The complaint handling requirements of the Ombudsman and the Regulator
- The revised ‘Complaint Handling Code’
- Effective complaint handling in practice
- Common problems and how to handle them
- Effective written responses to complaints
- Tips for avoiding or dealing with the Ombudsman
- Learning from complaints
- Recent and future developments, and useful resources.
Who should attend?
This workshop is suitable for staff, managers or governance members who want an overview of current complaint-handling requirements and how to deal with complaints in practice. In particular:
- Staff involved in complaint-handling or providing information to the complaints team
- Staff responsible for complaints policies and procedures
- Managers, board members and councillors with a responsibility for or oversight of complaints.
Dave Simmons currently works as a Dispute Resolution Improvement Manager for a large housing association.
He is an experienced trainer in complaints handling in the housing sector covering a wide range of subject areas. He was formerly Sector Development Lead at the Housing Ombudsman Service where he was responsible for the writing and delivery of training workshops, webinars and forums to difference audiences including residents, landlords and Boards. Dave also led on the project to produce the Ombudsman’s first ‘Complaint Handling Code’ which sets out best practice complaint handling for the sector.
Outside of his full-time roles, Dave’s training experience extends to his work as an associate for Tpas (tenant engagement experts). He is also an experienced accredited mediator and has mediated on a wide range of disputes including family, community and workplace. As well as his private mediation work, he volunteers for a community mediation charity in Croydon where he is a Board Trustee.
John Goodwin 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.
Price and booking
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Cancellations and substitutions
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, and will be acknowledged by HQN Limited.
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