Feedback, Complaints and Appeals

Feedback, Complaints and Appeals

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Feedback, Complaints and Appeals
Feedback Complaints Appeals

Event Date:


Event Time:

9:30 am

Event Location:

Online training - link will be sent prior to course date

Build your understanding and confidence in managing feedback, complaints and appeals in community housing and the value of feedback in improving services. Learn best practice approaches to addressing feedback and complaints with a focus on person-centred approaches.

Learning outcomes

  • Explain the importance of feedback, complaints and appeals for the delivery and continuous improvement of quality housing services
  • Manage feedback, complaints and appeals within regulatory frameworks and organisational policies
  • Apply appropriate practices for managing service feedback, complaints and appeals.
  • Identify external review bodies involved in housing services complaints including VCAT, Ombudsman and Housing Registrar.

Course topics

  • What are feedback and complaints and how are they received?
  • Why is feedback important?
  • Why do renters complain?
  • Complaints and appeals processes
  • External authorities
  • Investigation and documentation
  • Procedural fairness
  • Complaints and continuous improvement

Who is this course for?

  • All community housing staff and managers/supervisors


  • Live training via the Zoom platform. The course runs for 3 hours

This workshop includes:

  • Expert presenter
  • Discussion and activities to embed your learning
  • Takeaway resources

Register Now:

Ticket Type: Ticket Qty: Per Ticket Price (Ex GST):

Member FC1209

18 Left:

NonMem FC1209

18 Left:
Quantity: Total
Total Seats: 18 (18 Left:)
Event Presenters:
Laura Harris Laura Harris
Laura has over 18 years of experience in the community sector, and has devoted her career to championing Human Rights, Social Inclusion, Homelessness, and Social Housing. Laura has held executive and leadership roles and managed diverse portfolios, including business development, accreditation, quality, legal compliance, digital transformation, and construction development. Laura has a Bachelor of Science (Global Studies & Global Health) and a Masters of Human Rights Law (LLM). Laura is now a specialist housing consultant based in NE Victoria.
Leisa Maszkin Leisa Maszkin
Leisa has 20 years’ experience in the community housing sector working in management roles across all aspects of strategy and operations, providing leadership in developing services and building the capability of staff. Prior to that Leisa had extensive experience in business management and the education sector. Leisa has qualifications in Business Management, Sustainability, Training and Assessment, Tenancy and Property Law and Quality Management. Leisa now works as a specialist housing consultant.
  • Online training - link will be sent prior to course date

Event Schedule Details

  • 12.09.2024 9:30 am   -   12:30 pm
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