Learning from complaints webinars
Webinar recordings
If you missed our recent webinars on 'learning from complaints', you can now access the recordings on this page.
Hosted by the Centre for Learning, these sessions offer an opportunity to hear how landlords are improving their complaints handling and making service improvements following the learning taken from complaints.
Helpful Links
Special investigation webinar
Our special reports follow an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme.
This allows us to conduct further investigations beyond individual complaints to establish whether the evidence indicates a systemic failing.
Special investigation webinar with L&Q
L&Q joined us at this webinar to share their experience following an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme.
This webinar offers the chance to learn how our investigations help prevent similar issues and improve service delivery by learning from complaints.
Learning from severe maladministration webinar
Our learning from severe maladministration reports groups together several cases, involving different landlords, to examine related themes and lessons, including where vital opportunities were missed to improve outcomes for residents.
Read our latest learning from severe maladministration report
Learning from severe maladministration webinar with Trident Group
Trident Group joined us to discuss their lessons learned following our finding of severe maladministration (case reference 202013105).
In this webinar, Helen Litherland, Executive Director of Housing, Care and Support at Trident Group, takes us through an examination of what went wrong in their service delivery, the impact these failures had on the resident, and the changes they've made as a result.
Learning from complaints webinars
Learning from complaints webinar with Gentoo
Find out how Gentoo improved their customer complaints journey and service approach. They also share information about their skills programme and the impact its introduction has had on customers' experience.
Learning from complaints webinar with Broadlands
Discover how Broadlands achieved a positive complaint handling performance in 2023-24, becoming one of only 5 landlords to reduce its maladministration rate from last year from 78% to 42% in our Annual Complaints Review.