Complaint Handling Code 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.

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.

Log in to the Learning Hub

Available microlearning

House Search, Searching for Home, Searching For Real Estate, House or New Home

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
Start this module in the Learning Hub
Anti-Social Behaviour (ASB). magnifying glass focuses on person icon on wooden block with connection link network for community structure.

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:

    • 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
Start this module in Learning Hub
Important documents in files placed in the filing cabinet

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

 

Start this module in the Learning Hub
A ladder leading to a lightbulb on a bright yellow background

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
Start this module in the Learning Hub