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. 0 of 14 questions completed Questions: You have already completed the assessment before. Hence you can not start it again.
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Earned Point(s): 0 of 0, (0) What should you consider doing when a resident informs you that there is a problem at their home?
It is important to offer a quick fix to all complaints and it is therefore good practice to have a one stage complaints procedure.
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.
A complaints procedure should be followed rigidly to ensure everyone is treated the same.
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.
Which of these is evidence of a positive complaints culture?
How can a landlord use complaints to improve its future service to residents? You can choose more than one answer.
A resident wants to make a report about a noisy neighbour. What is the best thing to do?
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?
Complainants should only be offered compensation if they have asked for it and can provide receipts to support their claim.
What are some of the benefits of a landlord having a positive complaints culture? You can choose more than one answer.
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.
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 complainant still wishes to escalate their complaint to the final stage of the landlord’s complaints procedure. What should the landlord do?
Offering compensation is the best way to resolve a complaint quickly.
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