Free e-learning modules available

The Housing Ombudsman Service provides free online training for landlords. Users can either register or log in using the e-learning portal button under Helpful links.

Dispute Resolution

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.

Applying Dispute Resolution

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.

Knowledge and Information Management

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.

Damp and Mould

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.

You can access the courses using the link to the e-learning portal on this page. If you require assistance with accessing or using the courses, please contact us at: hossectordevelopment@housing-ombudsman.org.uk