Complaint Handling Code microlearning
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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.
These microlearning modules cover:
- accessibility and awareness of complaints procedures
- complaint and escalation exclusions
- effective complaint correspondence
- service requests
Explore our full range of e-learning modules with CPD learning hours in the Learning Hub.
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Available 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 the ombudsman

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