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Dealing with Complaints Positively

  • 1 day
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This course is aimed primarily at client or public facing staff, (e.g. key workers, rent officers, housing officers), who are likely to receive complaints and be working with people who have made complaints, but who are unlikely to have responsibility for managing investigations and deciding whether to uphold complaints. (Please see our course Effective Complaints Management.)

Courses can be tailor-made from the following elements:

  • Exploration of emotions and reactions surrounding complaints
    The ease / difficulty of complaining: power dynamics and inequalities
  • Promoting citizenship and inclusion through a positive culture
  • Understanding your organisation’s complaints process, including any CQC requirements, and an overview of the role of Tenant Panels and the Ombudsman
  • From frustration to empowerment: taking a complaint and working harmoniously
  • Continuous improvement – identifying learning for individuals, teams, and organisations
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