Complaint handling training on the Learning Hub
About complaint handling training
Effective complaint handling is central to good landlord-resident relationships.
Our training helps you:
- understand and apply the Complaint Handling Code
- resolve complaints early using our dispute resolution principles
- improve your processes and learn from outcomes
- meet your legal requirements confidently
Choose from in-depth eLearning courses, quick microlearning modules, real case studies, and expert podcasts.
Who can access this training
Only those who work in member organisations can access this training.
To use the courses, create a Learning Hub account. You’ll need a separate login.
eLearning courses
Dispute resolution
Learn how to resolve complaints early and locally using our dispute resolution principles:
- be fair
- put things right
- learn from outcomes
What you’ll learn:
- how to use dispute resolution principles to solve complaints quickly
- identify cultural changes that will lead to better outcomes for everyone
Why take this course:
- free and easy to access
- CPD-accredited
- practical, scenario-based learning
- finish with a short quiz and download your certificate
Applying dispute resolution
This flexible module helps you apply dispute resolution principles to real complaints.
It uses practical examples to build confidence in:
- repairs
- antisocial behaviour
- challenging resident interactions
Why take this course:
- free and easy to access
- gain practical tools to support early resolution
- scenario-based learning with practical tools
- finish with a short quiz and download your certificate
The Complaint Handling Code
Learn how to use the Complaint Handling Code with confidence.
This free CPD-accredited course gives you a clear overview of the Code. It became statutory on 1 April 2024.
The course consists of 6 short, easy-to-follow modules.
What you’ll learn:
- key points of the Code
- how to handle complaints effectively
- how to assess your service and report compliance
- how to embed continuous learning and improvement
Why take this course:
- free and CPD-accredited
- practical, scenario-based learning
- finish with a short quiz and download your certificate
Webinars
Gain practical skills and insights to manage your properties more effectively through our year-round workshops.
Access free, online training anytime on our Learning Hub to stay ahead and grow your expertise.
Microlearning
Annual submission modules
Annual self-assessment
Get confident with your annual self-assessment.
This module shows you each step so you can complete it clearly and confidently.
Annual submissions
Understand and master your annual submissions with ease.
This quick course breaks down each step. It helps you stay compliant, meet deadlines, and submit confidently.
Annual complaints performance and service improvement report
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Complaint handling modules
Service requests
Quickly tell the difference between a service request and a complaint. This helps you respond appropriately and avoid delays.
This short course helps you apply your policy with confidence and improve the resident experience.
Effective complaint correspondence
Write complaint responses that work.
Learn practical tips to communicate clearly and fix problems faster. This short course helps you build trust with residents.
Complaint and escalation exclusions
Learn how to confidently handle tricky complaints by understanding when issues do not qualify or cannot move to stage 2.
This short course helps you apply your policy clearly and consistently, saving time and avoiding confusion.
Complaints involving insurance
Get clear on how to handle complaints that involve insurance by exploring real scenarios and practical tips.
This short course helps you spot the difference between insurance claims and formal complaints. It also shows you when to refer to insurers and how to apply fair decisions.
Complaints and insurance: information for residents
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Contact restrictions
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Our compensation approach
Learn to make fair compensation decisions with 7 clear, practical lessons.
This short course uses real case examples. It shows how clear frameworks and good communication lead to better outcomes for everyone.
Landlord Portal modules
Using the Portal
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Case studies
Complaint handling case studies
Discover effective complaint handling and the impact of poor practices on trust.
Head to the Learning Hub to view a wide range of case studies on complaint handling.
Podcasts
The Complaint Handling Code playlist
This playlist focuses on our duty to monitor landlord compliance with the Code.
Explore the resources available to help landlords complete the annual self-assessments.
Casework conversations playlist
Tune into our casework conversations series.
These podcasts share learning from our investigations. They highlight good practice from landlords and learning from the failings seen in our casework.