Applying dispute resolution principles – End of course assessment

Which of these would you expect to see in an organisation that has a positive complaints culture?

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.

Which action should a landlord take to help to reduce the number of complaints that are escalated within its complaints procedure?

Complainants who make repeat complaints or who are ‘vexatious’ should be banned from making any more complaints or requests for services.

Complaints about how a landlord has dealt with Antisocial Behaviour should not be responded to under a landlord’s complaints procedure.

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?

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?

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.

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

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

A customer focussed complaints procedure should:

You can pick more than one answer

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.

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

You can chose more than one answer.

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?