Repairs diagnostic questioning – a masterclass for non-technical housing officers

An essential course for all front line repairs handlers and organisations striving for excellence in repairs reporting. This session will consider the effective handling of repair requests across the top 50+ most recognised and commonly reported housing repairs

Repairs diagnostic questioning – a masterclass for non-technical housing officers

Repairs diagnostic questioning – a masterclass for non-technical housing officers The course has been specifically designed to develop and enhance skills as well as technical knowledge. Staff will get to know the right questions to ask and what to note down when ordering or chasing repairs. It's key to getting repairs 'right first time'.

Delegates will learn about: 

  • The important role front line officers play in the repairs process
  • The ‘right first time’ culture and what’s involved
  • Effective questioning and diagnosis of the 50 most commonly reported repairs across the various trades
  • Building terminology
  • How to give timely and effective advice in order to protect the interests of the landlord eg emergencies, recharges, discretionary repairs
  • The importance of information and accurate record keeping.

Scenarios will be based around frequently occurring repairs such as… ‘I have no hot or cold water, my boiler’s not working, my toilet will not flush… keeps running, my shower won’t work, my basin is blocked, I’ve got a leak, my bedroom’s full of damp, I’ve got mould on my walls, I’ve got no electric, my lights have gone off, my fan is faulty, my door’s jammed, my glass is damaged… my fence is down again…'

Who should attend?

A must for all staff from a non-technical background involved in housing repair requests:

  • Customer contact centre staff
  • Housing officers
  • Clerical/administrative staff
  • Performance and quality officers
  • Estate and neighbourhood staff
  • Support and sheltered housing staff
  • Tenant liaison officers
  • Contractor/DLO planners and admin staff.

Wayne Anderson

Technical Wayne Anderson

Wayne Anderson is an expert lecturer, national conference speaker, chartered surveyor, arbitrator and consultant. His training sessions are lively, colourful and interactive and are based on extensive experience gained over 25 years with best practice organisations involved in the housing repairs and maintenance sector. Wayne has a reputation for simplifying complex issues and encouraging frontline staff to develop a deeper understanding of maintenance issues that can be applied confidently on a day-to-day basis.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing training@hqnetwork.co.uk