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.
- 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.
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
Mon 15th Jul 2019, 11:00am - 3:00pm
Greenfields Community Housing Offices
Greenfields House , Charter Way, Braintree, Essex, CM77 8FG
Name: Lisa Holt
Phone: 0161 868 3500
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