Complaints and Customer Engagement - A masterclass for Staff & Tenants in conjunction with the Housing Ombudsman

Join Tpas and The Housing Ombudsman for a complaints masterclass..

The effective resolution of complaints is a key chapter within the recent Green paper, and highlights the many challenges that both residents and landlords face when it comes to making and dealing with complaints.

Tpas are therefore teaming up with the Housing Ombudsman to deliver a series of fast pace and interactive sessions that will help both residents and landlords to resolve complaints more effectively.

The session will cover:

The sessions will cover the complaints essentials such as Landlords procedures, the dispute resolution principles, the role of the Ombudsman, and will use real life cases to examine how engaging customers in complaints handling can deliver better outcomes.

You will also have the opportunity to network and share good practice with other residents and colleagues.

Outcomes

• Explore what is a complaint, what makes an effective complaints process and examine the common areas of customer frustration
• Explore the dispute resolution principles and how they can be applied
• Examine the regulatory requirements around complaints and hear about the challenges within the Green Paper
• Identify options for  involving residents in the complaints framework and understand the improvements and outcomes that have been made as a result of customer engagement.

Programme

10.30 am Registration and refreshments

11.00 am:  Welcome and Introductions

What is a complaint? How and why do they escalate?

Landlord complaint processes

Lunch and Networking

Dispute resolution principles – what are they and what do they mean in practical terms? Case studies

The Green paper, Regulatory Requirements and options for resident engagement in complaints – case studies

3.00pm: Close