Investigating Complaints & Resolving Disputes
All complaints have an emotional element to them ….the complainant’s feelings about the matter. When dealing with written complaints it is easier to manage your own feelings and behaviours than when the complainant is sitting in front of you.
The very fact that the complainant has brought the matter to an Appeal Hearing will tell you that it is very important to them…acknowledge this fact.
What the course will cover
- What is a complaint & What is not a compliant
- Investigating complaints
- Analysing complaints
- Learning from complaints
- Resolving disputes
Jane Eyles - Tpas Associate
Based in the South of England, Jane has worked in social housing for almost 30 years including as Head of Housing for a Local Authority and a small housing association. She has an MSc in Housing, is a member of the CIoH and is a PGCE qualified trainer.
A former involved Housing Association tenant and Board member, Jane has been a Tpas Associate since 2003, working on a variety of involvement projects which have aimed to advise landlords and tenants in making improvements. These include working with Tenants Federations, skills and empowerment training for residents and staff, mentoring of board members, regulatory compliance, options appraisal and stock transfer Independent Tenant Advisor roles.
All cancellations must be made in writing. If you cancel your place less than 7 working days before the webinar 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 webinars run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel the webinar. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled webinar we will give you a full refund. Should we run the webinar again, we will give you priority.
Need us to train
more than 4 people?
in-house could work out more cost effective
Thu 4th Feb 2021, 10:00am - 3:00pm
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|Investigating Complaints & Resolving Disputes|
Name: Helen Phillips
Phone: 0161 868 3500