Dispute resolution e-learning

First module

The Housing Ombudsman Service in partnership with Traineasy has produced the first in a series of free online training modules for landlords. The first 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.

Click here to access the landlord course. If you require assistance with accessing or using the course, please contact us at: hossectordevelopment@housing-ombudsman.org.uk

Next steps

A second module is being developed for landlords and will be based on real-life case studies about repairs, antisocial behaviour and managing unacceptable behaviour. This module also demonstrates the importance of organisational culture, processes and staff behaviours in creating a positive complaints handling environment.

We are also developing online information for residents. It will include short videos focusing on the process of complaining to the landlord and providing guidance on the Housing Ombudsman's complaints process.

If you would like to be notified when these developments are available please email hossectordevelopment@housing-ombudsman.org.uk