Applying dispute resolution principles – End of course assessment

You have now completed the Applying the Dispute Resolution Principles’ course and are ready to take a knowledge check to ensure that you have completely understood the key elements of this course.

There are 14 questions and you will need to score 80% to pass.

You can review your answers and choose to retake the assessment at the end.

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Question 1 of 14

1. Question
Which of these would you expect to see in an organisation that has a positive complaints culture?
- A complaints procedure which is widely publicised and offers residents a variety of ways to raise their concerns (for example in writing, by phone or through a representative).
- A three stage complaints procedure, which is not on the website, and which says that all complainants have to put their complaint in writing to the Chief Executive, otherwise the complaint will not be logged.
Correct

Incorrect
Question 2 of 14

2. Question
What steps can a landlord take to show that it has learnt from the outcomes of a complaint that it has investigated?

Make sure that the learning points from that complaint are reviewed and an action plan is put in place in necessary. Share the outcomes and learning with staff and ensure that they are aware of any changes that have been made as a result.
- Make sure that the learning points from that complaint are reviewed and an action plan is put in place in necessary. Share the outcomes and learning with staff and ensure that they are aware of any changes that have been made as a result.
- Pay compensation to the complainant and arrange for the Chief Executive to apologise personally to the complainant.
Correct

Incorrect
Question 3 of 14

3. Question
Which action should a landlord take to help to reduce the number of complaints that are escalated within its complaints procedure?
- Make sure that the officers who investigate complaints discuss the issues with the resident first and then set out a response which fully explains how their decision has been made.
- Not tell complainants that they can escalate a matter within the complaints procedure and then bring it to the Ombudsman.
Correct

Incorrect
Question 4 of 14

4. Question
Complainants who make repeat complaints or who are ‘vexatious’ should be banned from making any more complaints or requests for services.
- True
- False
Correct

Incorrect
Question 5 of 14

5. Question
Complaints about how a landlord has dealt with Antisocial Behaviour should not be responded to under a landlord’s complaints procedure.
- True
- False
Correct

Incorrect
Question 6 of 14

6. Question
George rings his landlord’s complaints team and says that he has water pouring through his ceiling from the flat above. He wants to make a formal complaint as this is the third time he has been flooded. What should the complaints team do next?
- Take George’s details and arrange for an urgent repair visit to be carried out to see if the flood can be stopped. Advise George of what is happening and take details of the complaint he wants to make over the phone and explain that this will be responded to.
- Tell George to ring the repairs hotline to report the flood and send him a complaint form so that he can fill in the details of his complaint and send this back to the landlord.
Correct

Incorrect
Question 7 of 14

7. Question
Jenny told her landlord that it had not taken her complaints about her neighbour harassing her seriously. She said that her neighbour had threatened her, been verbally abusive and damaged her car. Jenny provided copies of all the emails she had sent to her housing officer about this and said that she wanted to make a formal complaint. What should the landlord do?
- Tell Jenny to contact her housing officer as this was an antisocial behaviour matter rather than a complaint
- Log a complaint and explain to Jenny that it would investigate her complaint about how the officer had dealt with her reports
Correct

Incorrect
Question 8 of 14

8. Question
You are responding to a complaint from a resident, what are the key elements you should keep in mind when responding?

You can answer more than one.
- Responding in a timely manner, in accordance with your service standards in your policies and procedures.
- Consider what action needs to be taken to put the matter right.
- Ensure there is regular communication between you and the resident.
- To record the complaint on the IT systems.
Correct

Incorrect
Question 9 of 14

9. Question
You receive a complaint from a resident stating that repairs to a boiler have been outstanding for over 10 days. What action should you take?

You can pick more than one answer
- Be clear about your obligations as a landlord.
- Explain when the boiler will be repaired.
- Acknowledge the complaint.
- Tell the complainant to ring the repairs service.
- Detail the actions you will be taking and give a timescale as to when you will get back to the customer.
Correct

Incorrect
Question 10 of 14

10. Question
You have been dealing with a complaint and are aware that the date for completion of a repair is due today and contact the repairs team to check all is in hand. They inform you that the necessary parts have not arrived and the job will not be completed today.

What do you do?

You can pick more than one answer
- Apologise and offer £10 for the missed appointment.
- Expect the repairs team to contact the customer.
- Contact the customer and explain the situation.
Correct

Incorrect
Question 11 of 14

11. Question
A customer focussed complaints procedure should:

You can pick more than one answer
- Be clear.
- Be supportive and informative.
- Be for staff use only.
- Be accessible
- Set out timelines for responses and escalation requests.
- Have a review and appeal stage .
- Provide information about designated persons and the Housing Ombudsman
Correct

Incorrect
Question 12 of 14

12. Question
You are conducting an interview with a distressed complainant. What key behaviours should you use that will assist the complainant?

You can choose more than one answer.
- Allowing them time to explain their complaint.
- Listening actively.
- Empathising with the resident’s complaint/situation.
- Telling the complainant to calm down.
- Gathering information as to what has happened, when and how.
- Involving the customer in exploring what is a fair and reasonable outcome.
- Telling the customer that they must comply with their tenancy agreement.
Correct

Incorrect
Question 13 of 14

13. Question
What steps can a landlord take following completion of the complaints procedure?

You can chose more than one answer.
- Share the learning from the complaint with staff to build improvements and help prevent the same set of circumstances from arising again.
- Inform the complainant of the learning from their complaint and the actions implemented to prevent a similar situation from arising again.
- Close off the case file and the record on the IT system.
Correct

Incorrect
Question 14 of 14

14. Question
One particular complainant is taking up a lot of your time pursuing his complaint. In the last month you have received 96 emails and 67 telephone calls from him, some of which have been quite abusive and threatening. What action do you take?
- Advise your manager of the situation and apply the landlord’s ‘Unacceptable Behaviour Policy’. Inform the complainant in writing that his behaviour is unacceptable and the decision has been taken to restrict his contact, that he will need to contact a named contact only, and that this will be reviewed in accordance with the timelines stated in the policy.
- Continue to manage his complaint in accordance with the landlord’s complaints procedure, ensuring your follow it to the letter, so that his behaviour doesn’t get worse.
Correct

Incorrect