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 Housing Ombudsman’s Centre for Learning, these sessions feature valuable insights from landlords following investigations by the Ombudsman.
Special investigation webinar
Our special reports follow an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme.
This allows the Ombudsman to conduct further investigations beyond an individual complaint to establish whether any presenting evidence is indicative of a systemic failing.
Special investigation webinar with L&Q
Hosted by the Housing Ombudsman Service, 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
Hosted by the Housing Ombudsman Service' Centre for Learning, Trident Group joined us at this Severe Maladministration webinar to discuss the learning following a finding of severe maladministration (case reference 202013105).
During this session Helen Litherland, Executive Director of Housing, Care and Support at Trident Group, shared the failure of the landlord's services, what it didn't get right for its resident and the impact this had.
Learning from complaints webinar
Learning from complaints webinar with Gentoo
Hosted by the Housing Ombudsman Service' Centre for Learning, Gentoo joined us at this Learning from Complaints webinar.
During this session Gentoo discussed its customer complaints journey and service improvement approach. We also heard about Gentoo’s skills programme and how this is improving the customer experience.