End of course Assessment

Welcome to the final section; End of Section Assessment.

You have now completed the Dispute Resolution Principles Course and so now we need to do a check that you have completely understood the importance of this course.

Click on ‘Check‘ once you’re ready to submit your answer.

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

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Question 1 of 14

1. Question
What should you consider doing when a resident informs you that there is a problem at their home?
- Treat the matter as a complaint under the complaints procedure.
- Inform the resident of your policies and procedures relating to repairs.
- Talk to the resident to understand the problem from their perspective.
- Inform the resident of third parties who may be able to help.
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Question 2 of 14

2. Question
It is important to offer a quick fix to all complaints and it is therefore good practice to have a one stage complaints procedure.
- True
- False
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Question 3 of 14

3. Question
An element of effective dispute resolution is to put things right when they have gone wrong.

Which steps could help with this?

You can choose more than one answer.
- Identify what went wrong and why.
- Consider awarding compensation to the resident, in accordance with your policies and procedures.
- Take steps to remedy any service failure.
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Question 4 of 14

4. Question
A complaints procedure should be followed rigidly to ensure everyone is treated the same.
- False
- True
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Question 5 of 14

5. Question
All complaints should be made in writing to ensure that there is clear record and that learning can be captured at the end of the complaints process.
- True
- False
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Question 6 of 14

6. Question
Which of these is evidence of a positive complaints culture?
- Your organisation has a dedicated complaints officer. When other staff receive a complaint they inform the resident of the complaint officers contact details.
- All staff have been trained in customer care principles, maintaining privacy and confidentiality, they have a good understanding of the complaints handling process and they are empowered to make appropriate decisions to resolve matters quickly.
- The complaints team deal with complaints from beginning to end (stage 1 to stage 3).
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Question 7 of 14

7. Question
How can a landlord use complaints to improve complaint handling and housing services to residents?

You can choose more than one answer.
- Ensure that information from complaints, such as any themes or trends, is analysed and understood to identify if there are any underlying causes.
- Share lessons learnt from individual complaints with the resident and with staff.
- Ensure service improvements are implemented that have been identified as learning outcomes from complaints.
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Question 8 of 14

8. Question
A resident wants to make a report about a noisy neighbour. What is the best thing to do?
- Log this as a report under the landlord’s ASB procedure.
- Log this as a complaint under the landlord’s complaints procedure.
- Log it as both an ASB report and a formal complaint.
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Question 9 of 14

9. Question
Residents can raise lots of issues in one complaint and it may be difficult to identify what is actually in dispute. What can a landlord do to ensure that such a complaint is treated fairly?
- Insist the resident puts the complaint in writing and limits this to two pages or less.
- Arrange to visit the resident to get a better understanding of their concerns and then follow this up with a written summary of the issues that the resident wants to complain about.
- Tell the resident that each issue must be raised as a separate complaint, so that it can ensure that each one is recorded on its database with an individual reference number.
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Question 10 of 14

10. Question
Residents should only be offered compensation if they have asked for it and can provide receipts to support their claim.
- True
- False
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Question 11 of 14

11. Question
What are some of the benefits of a landlord having a positive complaints culture?

You can choose more than one answer.
- Issues are dealt with fairly and a resolution is reached at the earliest stage possible.
- Customer satisfaction levels are high – residents say that they feel that they have been listened to and that service improvements are made as a result.
- All staff can identify complaints and act as appropriate to resolve issues before they become a formal complaint.
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Question 12 of 14

12. Question
It is important that a landlord considers what actions it can take to put matters right when it is considering the issues raised in a complaint. Which of these could be actions that a landlord takes to put matters right?

You can choose more than one answer.
- Offer an apology to the resident.
- Ensure that any outstanding works (for example) repairs are completed.
- Provide a timeframe for works to be completed.
- Consider if an offer of compensation is appropriate in the circumstances.
Correct

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Question 13 of 14

13. Question
A landlord has decided that a complaint has been resolved and it is not going to escalate it to the final stage of its complaints procedure. This is because the landlord is satisfied that it has done all it could to resolve the complaint. The resident still wishes to escalate their complaint to the final stage of the landlord’s complaints procedure. What should the landlord do?
- Ignore all further correspondence from the resident.
- Write to the resident to confirm its position on the matters that have been raised and explain that the matter has now exhausted its complaints process and the resident can contact the Ombudsman to progress the matter if they wish to do so.
- Escalate the complaint.
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Question 14 of 14

14. Question
Offering compensation is the best way to resolve a complaint quickly.
- True
- False
Correct

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End of course Assessment

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