Dispute resolution e-learning

The Housing Ombudsman Service provides free online training for landlords on dispute resolution. We are now working in partnership with eCoach. If you had previously registered for the e-learning they will send you new login details. New users can register using the E-learning portal button under Helpful links. The existing course, made up of two modules, is still available and more resources will be developed. 

First module

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.

Second module

The second 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.

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

Next steps

We are continuing to develop more online information for landlords and residents.

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