Overview
The Housing Ombudsman has placed a greater focus on complaints being resolved at the local level, resulting in increased scrutiny to excel at customer services and complaints handling.
To ensure your organisation can effectively handle complaints from the first response, staff must understand how to structure their complaints procedure, communicate efficiently and write comprehensible responses and resolutions to complaints.
This Developing Effective Written Responses to Complaints course will focus on how to deliver effective responses to complaints.
Through a series of practical exercises and workshops delegates will leave the day with the techniques and the confidence to respond effectively to complaints through letters.
Learning Outcomes
- Understand what is working and what needs improvement in housing services complaints letter writing
- Learn from best practice how to respond to a complaint
- Effectively assess and plan your reply
- Develop practical written techniques to elicit information from colleagues
- Create credible correspondence moving forward
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.