Complaint Handling - Meeting Current Expectations and Involving Residents

Join Dave Simmons and John Goodwin for this new training session about Complaints Handling.

Tenants and leaeholders deserve to have their complaints handled fairly, effectively and quickly. Expectations around complaint handling have changed a great deal over the last few years. Landlords are under increased scrutiny from both the Housing Ombudsmman Service and The Regulator of Social Housing, particularly where complaints involve high risk issues such as damp and mold. 

John and Dave both worked for the Ombudsman Service and have many years of experience in training and advising landlords and residents in complaint handling. In this interactive workshop they will set out the current expectations and how to meet them; offer tips for dealing with tricky issues; and explain the vital role residents can play in ensuring that complaints are handled fairly.

Who should attend?

The training is aimed at residents and landlords involved in or interested in the management, scrutiny or oversight of social housing complaints.

Learning outcomes

The workshop will include plenty of time for questions and discussion. The trainers will focus on the following areas:

• How the complaint handling climate has changed, with reference to the latest expectations and approaches of the Housing Ombudsman and the Regulator of Social Housing
• The expected standards for good complaints handling set out in the latest (2024) version of the Ombudsman's Complaints Handling Code
• Current themes and areas of focus of the Ombudsman's decisions and Spotlight reports and how approaches to complaints should be adapted to meet these changing expectations
• Key tips for avoiding, resolving and reviewing complaints effectively - and the common pitfalls and challenges in complaint handling
• The roles residents can play in ensuring an effective complaint handling service and culture
• The importance of quality written responses to complaints

Important Information

The course will run from 10am until 1pm.

The price is plus VAT.

Cancellation Policy

All cancellations must be made in writing. If you cancel your place less than 7 working days before the training you will incur the full cost.

If you are unable to attend, you can send a substitute delegate at no extra cost.  All substitute delegates must be notified to Tpas in writing.

Once we have received your cancellation in writing we will forward you a confirmation of your cancellation detailing what you will be charged.

Tpas Right to Cancel

We aim to make sure that the training run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel the training. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled training we will give you a full refund. Should we run the training again, we will give you priority.