Attitudes, respect, and rights training on the Learning Hub
The training on this page is available exclusively to member landlords on the Learning Hub.
On this page
About this training
Our training gives you the insight and practical tools to understand how attitudes, respect, and rights shape service quality and complaint outcomes.
You’ll learn how values, behaviours, and organisational processes influence residents’ experiences and how to embed respectful, rights‑based practice across your organisation.
You’ll learn about:
- the main findings from the attitudes, respect, and rights report
- see how behaviour and communication affect services and complaints
- use clear, practical steps to put respect and rights into everyday work
- real cases to make services fair and consistent
- how to build your skills
Choose from in-depth quick microlearning modules, real case studies, and expert podcasts.
Who can access this training
This training is for people who work in member organisations.
To access the courses, set up a Learning Hub account. You’ll need a separate login.
eLearning
Spotlight report on attitudes, respect, and rights
This CPD-accredited eLearning course explores the findings and recommendations from our Spotlight report on attitudes, respect, and rights. Learn how values and behaviour shape service quality and complaint outcomes.
The course includes 5 short modules. Each module includes a simple assessment to help you reflect on your learning.
What you'll learn:
- key data and insights from the report
- how attitudes and behaviours affect service delivery
- practical recommendations to embed respect and rights in your organisation
Once you’ve completed the course, you can sign up for our virtual classroom. This will explore the recommendations in more depth. You can also discuss how to embed them in your organisation.
Why take this course:
- free and easy to access
- CPD-accredited
- scenario-based learning with practical tools
- finish with a short quiz and download your certificate
- includes access to a virtual classroom for deeper learning
Webinars
Gain practical skills and insights to manage your properties more effectively through our year-round workshops.
Access free online training anytime on our Learning Hub to stay ahead and grow your expertise.
Microlearning
Social housing history
A brief overview of the evolution and perception of social housing
Explore how social housing has changed over time and why it matters today. This short course helps you understand the history, shifting public perceptions, and the role of housing as a human right and public health priority.
Social housing: the operational landscape
Find out how today’s social housing challenges affect landlords and residents. This short course explains the shifting financial, legal, and regulatory pressures.
It will help you see how housing connects to public health and human rights.
What does it mean to be vulnerable in social housing?
Find out who qualifies as vulnerable in social housing and why it matters. This short course explains who defines vulnerability and how they make that decision.
It also outlines the legal framework that supports the definition, helping you respond appropriately and with care.
Service improvements
Accessibility and awareness
Make your complaints policy easier for everyone to find and understand. This short course shows you how to improve accessibility and raise awareness. And how this will help residents feel confident and informed when they need to raise concerns.
Apologies guidance
Learn how to make apologies that help resolve complaints.
This short course shows you what to say, how to say it, and who should deliver the message. This will help you give a genuine apology and make a real difference.
Spotlight report on attitudes, respect, and rights
Insight from our casework into people
Discover key insights into how attitudes and respect impact people in social housing, drawn directly from real casework. This will help you understand what’s working, and what needs to change to improve resident experiences.
Insight from our casework into processes
Learn how complaint processes shape outcomes in social housing through real casework insights. This microlearning helps you spot what works, and what does not, so you can improve how you handle complaints.
Bitesize videos
Communication
View our short videos for landlords on the importance of clear communication.
These 2-minute videos share learning from our severe maladministration report.
You'll find videos on:
- tailored communication
- timely communication
- tone of communication
- transparent communication
Compensation
Explore our short videos for landlords on compensation.
These 2-minute videos share learning from our January 2026 severe maladministration report.
You’ll find videos on:
- significant increases in compensation at determination
- increase in compensation at stage 2
- policies not followed
Case studies
Vulnerability case studies
Explore how landlords deliver empathetic and tailored services well and where service gaps create problems.
These examples provide insight into how landlords are managing residents with vulnerabilities.
Podcasts
Attitudes, respect, and rights playlist
This playlist features discussions on our Spotlight report on attitudes, respect, and rights.
The episodes explore the report’s findings, people, and processes. It also highlights the learning available to landlords through our Centre for Learning.
Casework conversations playlist
Tune into our casework conversations series.
These podcasts share learning from our investigations. They highlight good practice from landlords and learning from failings in our casework.