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.
Correct

Incorrect
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
Correct

Incorrect
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.
- Give the complainant compensation.
- Take steps to remedy any service failure.
Correct

Incorrect
Question 4 of 14

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

Incorrect
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
Correct

Incorrect
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 complainant of the complaint officers contact details.
- All staff have been trained in customer care principles, maintaining privacy and confidentiality and have an understanding of the complaints handling process.
- The complaints team deal with complaints from beginning to end (stage 1 to stage 3).
Correct

Incorrect
Question 7 of 14

7. Question
How can a landlord use complaints to improve its future service to residents?

You can choose more than one answer.
- Ensure that information from complaints, such as any themes or trends, is understood and analysed to see if there is an underlying cause.
- Share lessons learnt from individual complaints with the complainant and with staff.
- Ensure that improvements to a service, identified as a result of a particular complaint, are progressed as appropriate.
Correct

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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.
Correct

Incorrect
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.
- Arranges to visit the resident to get a better understanding of their concerns and then follow this up with a 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.
Correct

Incorrect
Question 10 of 14

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

Incorrect
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, which reduces the cost of handling complaints.
- Customer satisfaction levels are high – residents say that they feel that they have been listened to and that changes are made as a result.
- All staff can identify complaints and act as appropriate to resolve issues, which helps to increase their motivation and job satisfaction.
Correct

Incorrect
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 complainant.
- 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

Incorrect
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 complainant 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 complainant.
- Write to the complainant to confirm its position on the matters that have been raised and explain that the matter has now exhausted its complaints process and the complaint can contact the Ombudsman to progress the matter if they wish to do so.
- Escalate the complaint.
Correct

Incorrect
Question 14 of 14

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

Incorrect

End of course Assessment

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