Closing the loop
Complaints learning and customer case studies.
- Level
- Bitesize
- Learning time
- 1 hour 15 minutes
- Where
- Resident and Customer Experience
- 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
Silence is not satisfaction, and recorded complaints are only the tip of an iceberg of experience. This module shows why complaint handling is the weakest national measure, treats each complaint as experience data with a name on it, and sets out a cycle from complaint to learning. Drawing on Hirschman and the Housing Ombudsman and Public Services Ombudsman for Wales expectations, it covers triangulation and closing the loop at four levels, from the person to the board and public. This capstone reads three very different cases through the lenses of the programme: residents' warnings before the Grenfell Tower fire, the Public Services Ombudsman for Wales report on Trivallis, and Tell Us Once. Each asks one question: were people heard? The module draws out five shared leadership lessons, sets out resident experience as a six step loop, and returns to Carlzon's moments of truth: every contact tells people who they are to us.
What you'll develop
In this Bitesize, you will develop the ability to:
- Explain why a low complaint volume can hide dissatisfaction, using the complaints iceberg and Hirschman's idea of voice.
- Use the cycle of welcome, resolve, record, analyse, change and report, and triangulate complaints with staff and external evidence.
- Plan how to close the loop at the levels of the person, the team, the board and the public, shifting from complaints closed to complaints learned from.
- Explain what the Grenfell, Trivallis and Tell Us Once cases show about voice, records, respect, leadership attention and learning.
- Apply the module lenses to read a case, distinguishing failures of process from failures of listening and design.
The Modules.
1 hour 15 minutes of learning.
- 08From Complaints to Learning: Closing the LoopSilence is not satisfaction, and recorded complaints are only the tip of an iceberg of experience. This module shows why complaint handling is the weakest national measure, treats each complaint as experience data with a name on it, and sets out a cycle from complaint to learning. Drawing on Hirschman and the Housing Ombudsman and Public Services Ombudsman for Wales expectations, it covers triangulation and closing the loop at four levels, from the person to the board and public.34 min
- 09Applied Case Studies: CapstoneThis capstone reads three very different cases through the lenses of the programme: residents' warnings before the Grenfell Tower fire, the Public Services Ombudsman for Wales report on Trivallis, and Tell Us Once. Each asks one question: were people heard? The module draws out five shared leadership lessons, sets out resident experience as a six step loop, and returns to Carlzon's moments of truth: every contact tells people who they are to us.40 min
Keep going.
Part of the Resident and Customer Experience topic, also sold whole as Through the resident's eyes.
Go deeper, and pay only the difference
- You are hereBitesize, 1 hour 15 minutes, £39
- Next stepFocus, Every voice heard, 2 hours 30 minutes, £69. Already own the Bitesize? You pay £30.
- The whole topicExplore, Through the resident's eyes, 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, Through the resident's eyes
