When it come to responding to complaints the importance of being inclusive, proactive and 'getting things right from the start' cannot be underestimated. This is especially the case now where the Housing Ombudsman has said that equality considerations are a key factor in determining maladministration.

Join us at this workshop where we explore the complaint handling process through the lens of customer service delivery, housing management practice, ASB case investigations and regulatory compliance. As a housing provider how can you avoid complaints in the first place? How can you embrace them to support continuous learning and improvement?

A key focus of the session will be an awareness of how minority groups report complaints. We will seek to gain an understanding of any barriers that may be encountered in order to ensure all voices are truly heard, and local cultural and diversity needs are embedded in everyday practice.