Complaint handling microlearning
About our microlearning
We have created a series of microlearning modules to help landlords manage complaints effectively and meet their Complaint Handling Code requirements. Each module takes 10 to 15 minutes to complete.
Explore our full range of e-learning modules with CPD learning hours in the Learning Hub.
Helpful Links
Complaint Handling Code microlearning
Accessibility and awareness
This microlearning helps landlords understand how to make their complaints policy and procedures accessible to all residents.
In this course you will learn about:
- clear communications channels
- accessible information
- staff training
- reasonable adjustments
- feedback mechanisms
- complaint volumes
- access to our service
Complaint and escalation exclusions
This microlearning provides an overview of when matters are not considered complaints or cannot be escalated to stage 2 of your complaints process.
The course covers:
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- excluding a complaint or escalation request
- timeframes for accepting complaints
- timeframes for requesting escalations
- landlords' obligations to the resident when excluding a complaint or escalation request
- interventions
Effective complaint correspondence
This microlearning provides helpful tips and guidance for writing effective complaint responses.
The course covers:
- acknowledging complaints
- scoping complaints
- responding to a complaint
- content and style
Service requests
This microlearning explains the difference between service requests and complaints.
The course covers:
- when a service request becomes a complaint
- complaint definitions
- service requests linked to complaints
- not logging a complaint
Complaints involving insurance microlearning
Complaints involving insurance
This microlearning helps landlords understand common scenarios when dealing with complaints involving insurance and offers guidance on fair approaches.
In this course you will learn about:
- types of insurance in housing complaints
- our role in assessing insurance-related complaints
- when to refer to insurers
- differences between insurance claims and formal complaints
- common scenarios seen in our casework