Handling complaints with humanity
Awaab's Law, damp and mould and complaints.
- Level
- Bitesize
- Learning time
- 1 hour 15 minutes
- Where
- Complaints, Ombudsmen and Learning from Failure
- Price
- £39
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
Overview and Outcomes.
Overview
People usually warn first, then complain. Drawing on the Mid Staffordshire inquiry, this module explores the listening loop, why the first response shapes everything, and the five parts of a meaningful apology, with section 2 of the Compensation Act 2006. It sets out the Parliamentary and Health Service Ombudsman's Principles for Remedy, how to manage behaviour fairly rather than closing people down, and how to open complaints to everyone, including Welsh speakers. Damp and mould is not lifestyle. This module explains Awaab's Law in section 42 of the Social Housing (Regulation) Act 2023, how its timescales work and how it is being phased in, and sets it alongside the Welsh Housing Quality Standard timescales in Wales. Using the Housing Ombudsman's damp and mould and noise spotlight reports, it shows why the fifth report is not the first and why a timescale is a promise.
What you'll develop
In this Bitesize, you will develop the ability to:
- Explain how missed warnings turn into formal complaints and campaigns, using the Mid Staffordshire case and the listening loop.
- Plan a meaningful apology using the five parts and select proportionate remedies from the Principles for Remedy pyramid.
- Distinguish fair management of unacceptable behaviour from closing people down, and identify access barriers that keep some people from complaining.
- 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.
- Identify how systems that count transactions rather than homes allow repeat reports to be missed, and what should trigger a different response.
The Modules.
1 hour 15 minutes of learning.
- 04Handling Complaints Well: The Human SidePeople usually warn first, then complain. Drawing on the Mid Staffordshire inquiry, this module explores the listening loop, why the first response shapes everything, and the five parts of a meaningful apology, with section 2 of the Compensation Act 2006. It sets out the Parliamentary and Health Service Ombudsman's Principles for Remedy, how to manage behaviour fairly rather than closing people down, and how to open complaints to everyone, including Welsh speakers.35 min
- 05Housing Complaints, Damp and Mould, and Awaab's LawDamp and mould is not lifestyle. This module explains Awaab's Law in section 42 of the Social Housing (Regulation) Act 2023, how its timescales work and how it is being phased in, and sets it alongside the Welsh Housing Quality Standard timescales in Wales. Using the Housing Ombudsman's damp and mould and noise spotlight reports, it shows why the fifth report is not the first and why a timescale is a promise.36 min
Keep going.
Part of the Complaints, Ombudsmen and Learning from Failure topic, also sold whole as When things go wrong.
Go deeper, and pay only the difference
- You are hereBitesize, 1 hour 15 minutes, £39
- Next stepFocus, Every complaint is a gift, 3 hours, £69. Already own the Bitesize? You pay £30.
- The whole topicExplore, When things go wrong, 5 hours 30 minutes, £129. Already own the Bitesize? You pay £90.
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. Prices per person. Read the full terms
Also part of: Leading homes and communities, Ready for inspection, Homes, boards and residents
