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Overview

Social housing organisations are facing increased scrutiny and pressure to excel at customer service and handle complaints efficiently and effectively. Maintaining and improving the quality and speed of responses in the current environment of service cuts is essential.

To improve tenant customer satisfaction and avoid escalation of complaints to the Housing Ombudsman, it is essential that your organisation has robust complaint handling procedures in place.

Attend this course to learn the necessary tools and techniques to deliver a complaint handling system that reduces costs, increases efficiency and maintains your organisation’s reputation.

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Learning Outcomes

  • Hear from the Housing Ombudsman Service on developing a complaint reduction plan
  • Improve your responses to complaints about repairs and defects
  • Understand how you can resolve complaints surrounding anti-social behaviour
  • Utilise customer feedback to improve your complaints handling services
  • Develop strategies to improve specific complaints procedures

In-House Option

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Agenda

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09:15 - 09:45

Registration

09:45 - 10:00

Chair’s Welcome and Clarification of Learning Objectives

10:00 - 10:45

Work with the Housing Ombudsman to Develop a Complaint Reduction Plan

  • Gain clarity on the Housing Ombudsman’s role and the powers granted to it
  • Understand the Housing Ombudsman’s expectations of housing associations
  • Address complaints from residents in new properties
  • Putting together a complaint reduction plan
10:45 - 11:00

Morning Break

11:00 - 12:00

Case Study: Responding to Complaints about Repairs and Defects

  • Learn best practice from a successful housing association and local authority partnership
  • Improve your response rates to complaints surrounding repairs defects
12:00 - 13:00

Reducing and Resolving Complaints about Anti-Social Behaviour

Gain a legal perspective on ASB complaints from a housing management expert from the winners of the Best Professional Services Firm award at the National Housing Federation HANAs 2018

  • Understand your legal responsibilities when responding to ASB complaints
  • Develop clear strategies when managing a tenant’s ASB complaint
  • Learn how to work with the police and other agencies when responding to complaints
  • Train and support staff to help them proactively identify and tackle anti-social behaviour
13:00 - 14:00

Lunch

14:00 - 14:45

Workshop: Writing Responses to Complaints

Delegates will have the opportunity to improve their responses through a series of practical exercises

  • Identify best practice regarding style, tone and vocabulary
  • Discover planning tools to summarise complex information
  • Adopt new ways of presenting information to be easily understood
14:45 - 15:00

Afternoon Break

15:00 - 16:00

Workshop: Develop a Strategy to Improve Responses to Complaints

Work with the Chair to develop the best methods for reducing the volume of complaints and improving the effectiveness of responses in the following ways:

  • Utilising complaints and other customer feedback to improve services
  • Assessing the root causes of regular complaints and prioritising areas for improvement
  • Dealing with repeat and vexatious complaints and complainants
  • Mitigating the impact of a complaint on your organisation’s reputation
16:00 - 16:15

Feedback, Evaluation & Close