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Complaints about repairs account for around 40% of the cases received at the Housing Ombudsman Service. They are by far the biggest category of complaint across the social housing sector, and they are often the most complex and long-standing cases which can result in legal action being taken by residents and large pay-outs of compensation.

This course looks at the most common causes of complaints about repairs and provides tips on how to prevent them from arising and from escalating. The trainers draw on their wide experience, spanning over 25 years’ working at the Housing Ombudsman Service, and use real-life examples to put best practice tips into context.

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    What will delegates learn?

    Delegates will:

    • Understand the main drivers for complaints about repairs
    • Understand the landlord’s broad legal responsibilities for repairs
    • Understand the requirements of the Ombudsman’s ‘Complaint Handling Code’
    • Be clear about the standards required when letting a void property
    • Enable them to identify key areas of risk arising from complaints about repairs and how to prevent them escalating to the Housing Ombudsman or to court.


    Who should attend?

    The course is aimed at everyone who either deals with repairs or with complaint handling — from frontline to senior management.

    It is ideal for members of senior management or governing bodies (including involved residents) who want to understand why complaints escalate in their organisation and how to avoid this.

    It is also ideal for repairs contractors.

  • Our trainers

    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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    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    This event is fully booked. Please select an alternative date on the right hand side or contact us [email protected] for further information on the next available dates

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we’ll process the booking for you.

  • 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.


18 June 2024
1:30pm - 4:30pm
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22 October 2024
1:30pm - 4:30pm
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