Standards residents can feel
Consumer standards, Awaab's Law and customer journeys.
Three and a half hours on standards residents can feel: consumer standards and tenant safety, public accountability, handling complaints, Awaab's Law, journeys and life events, and respect and vulnerability.
- Level
- Focus
- Learning time
- 3 hours 30 minutes
- Where
- Homes and residents
- Price
- £69
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion, or Certificate of Completion and Assessment with a short assessment
Overview and Outcomes.
Who It's For
Housing board members, executives and service managers in Wales and England
Overview
Since Grenfell Tower and the death of Awaab Ishak, standards for tenants are duties that regulators enforce. From Homes, boards and residents, this course begins with the four consumer standards, Tenant Satisfaction Measures and Newham, contrasted with the Welsh model of regulated self-assurance. It then covers public accountability, from the Best Value Duty to lay-chaired governance and audit committees in Wales. Complaints follow, with the listening loop and a meaningful apology, and Awaab's Law beside the Welsh Housing Quality Standard. It closes with life events, Lynn Shostack's service blueprint and Sunstein's sludge, and with respect, vulnerability, Miranda Fricker and the Equality Act.
Aims
The goal is to help housing leaders check that consumer standards are met in practice rather than on paper, respond to complaints in a way that rebuilds trust, and redesign services around what has happened in people's lives, so that needs recorded once are honoured always.
In summary, you will be able to:
- Assess the completeness of your safety, stock condition and repairs data, using the lessons of the Newham case.
- Explain the main timescales of Awaab's Law and how Wales differs, and identify what should trigger a different response to repeat reports.
- Apply the anticipatory duty to make reasonable adjustments, and plan a journey redesign that removes sludge from a resident's experience.
What you'll develop
Through this Focus course, you will build the ability to:
- Explain the three new powers given to the Regulator of Social Housing and the four consumer standards they enforce.
- Explain the Best Value Duty and the stages of intervention when an English council fails to meet it.
- Explain how missed warnings turn into formal complaints and campaigns, using the Mid Staffordshire case and the listening loop.
- Explain the purpose and main timescales of Awaab's Law in England and the different route Wales has taken through the Welsh Housing Quality Standard.
- Use a journey map and a service blueprint to show what a person experiences and what lies behind it, including the line of visibility.
- Explain the Housing Ombudsman's findings on respect and identify where respect breaks down in your own service.
- Assess the completeness of your own safety, stock condition and repairs data, using the lessons of the Newham case.
- Compare the English approach to council accountability with the Welsh model under the Local Government and Elections (Wales) Act 2021.
Built from 3 parts.
3 hours 30 minutes of learning.
- 01Safe homes and sound councilsHousing consumer standards and local auditBitesize · Regulation and Compliance2 modules
- 02Handling complaints with humanityAwaab's Law, damp and mould and complaintsBitesize · Complaints, Ombudsmen and Learning from Failure2 modules
- 03Designing around real livesCustomer journeys and reasonable adjustmentsBitesize · Resident and Customer Experience2 modules