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New e-Learning

The Complaint Handling Code eLearning provides an overview of the statutory Complaint Handling Code which came into effect on 1 April 2024.

The eLearning is made up of 6 modules:

1. Introduction
2. Key points of the Code
3. Complaint handling
4. Self-assessment, reporting and compliance
5. Scrutiny and oversight: continuous learning and improvement
6. Quiz

The Dispute Resolution module is aimed at developing knowledge and understanding to help resolve issues at an early stage and at a local level, based on our dispute resolution principles: 

• be fair 
• put things right 
• learn from outcomes 

It demonstrates the principles using case studies and examples of best practice. Suitable for landlord employees of all levels with a role in dispute resolution, the course will enable participants to: 

• apply the dispute resolution principles to help resolve complaints effectively 
• identify cultural changes that will lead to better outcomes for residents and landlords 

The Applying Dispute Resolution module sets out how to use the dispute resolution principles to manage three types of complaint: 

• repairs 
• antisocial behaviour 
• managing unacceptable behaviours 

Participants work through scenarios in these three areas and can stop and start at any time.

There is a short knowledge test at the end. 

This module shares the results and recommendations of the Spotlight on Knowledge and Information Management Report, which was published in May 2023. 

The course will enable participants to: 

• identify what knowledge and information management encompasses 
• specify the four data topics our finding in this report covers 
• identify good practice in knowledge and information from a case study example 

Once participants have completed this module, they can sign up for the virtual classroom which gives landlords and other housing professionals the opportunity further embed the key learning objectives and to discuss the recommendations from KIM report published in May 2023. 

This module shares the results and recommendations of the Spotlight on Damp and Mould report published in October 2021 and the one year on follow up report Spotlight on Damp and Mould published in February 2023. 

The course will enable participants to: 

• list the reasons why we focused on damp and mould for these Spotlight Reports 
• select the reasons why complaints are a valuable learning opportunity 
• identify the 10 key factors which impact how successful damp and mould plans are in practice 

Once participants have completed this module, they can sign up for the virtual classroom which gives landlords and other housing professionals the opportunity further embed the key learning objectives and to discuss the recommendations from the damp and mould reports. 

Microlearning

This short microlearning looks at what damp and mould is, and the reasons why it happens.

It is based on Department for Levelling Up, Housing and Communities, the Department of Health and Social Care and the UK Health Security Agency guidance on damp and mould produced in 2023. 

Microlearning

This microlearning looks at social landlords’ damp and mould responsibilities, the common reasons why landlords fail when dealing with damp and mould and how landlords move from being reactive to proactive.

It also shares some examples of what is working for some landlords when it comes to engaging residents on damp and mould. 

Microlearning

This microlearning looks at housing as a human right and a public health mission.

It gives an overview of the evolution of social housing and perception of social housing residents.

Microlearning

Landlords and residents alike face a challenging shift in the need, availability and use of social housing. The landscape of social housing has changed and with it the financial, legal and regulatory pressure affecting all aspects.

This microlearning explores these changing landscapes to understand the obstacles that have prevented a modern country from fulfilling the original purpose of our social housing; to safeguard public health and enshrine housing as a human right.

Microlearning

This microlearning looks at what it means to be vulnerable in social housing, who determines whether someone is defined as being vulnerable and the statutory framework.

Short video

This short video looks at the types of complaints the Housing Ombudsman Service can consider and who can bring a complaint to us.

NEW microlearning

In this microlearning, the Centre for Learning look at our 'process findings' as part of the research for the Spotlight report on attitudes, respect and rights.

NEW microlearning

In this microlearning, the Centre for Learning look at our 'people findings' as part of the research for the Spotlight report on attitudes, respect and rights.