Feedback, Complaints and Appeals

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

Delivery

• 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