This session equips attendees with the skills and confidence to handle complaints constructively, restoring trust and improving service outcomes. By learning to approach complaints with empathy and professionalism, participants can defuse dissatisfaction while identifying root causes and systemic improvements.
Presenter
Lesley Horton
Property Ombudsman - The Property Ombudsman
Lesley is the Ombudsman at The Property Ombudsman, after joining as the Deputy Ombudsman in April 2022. Whilst at The Property Ombudsman, she has led a range of improvement initiatives including refreshing the approach to dealing with service complaints. She began her career reviewing complaints in the legal sector, and applied her knowledge of customer-focused processes to a range of process improvement activities. Lesley has a wealth of experience in the regulatory sector, and spent thirteen years at the Solicitors Regulation Authority
What You'll Learn
Participants will gain strategies to:
- Recognise the value and insight in complaints
- Approach complaints with objectivity and empathy
- Conduct fair and effective investigations
- Communicate findings and resolutions clearly
- Reduce complaint escalations and reputational risk
- Embed a culture of learning from feedback
Who Should Attend?
- Property managers and frontline staff dealing with resident concerns
- Team leaders and supervisors overseeing complaints procedures
- Any professional responsible for customer service or client communications
Delivery Format
Online: One half-day session (3 hours)
Level / Qualification Mapping
General Level:
Intermediate / Refresher
TPI Qualification Mapping:
The learning outcomes in this course would be helpful for those taking their Level 4 Qualification, especially in reference to Unit 5.5 "When things go wrong"
Also those taking their Level 3, in particular Module 3 "The Management Agreement and Complaints" and Module 12 "Customer and Consumer Service"
Fees
| Membership level | Price |
|---|---|
| Members | £60.00 |
| Non Members | £100.00 |