Please Note: This Article is 9 years old. This increases the likelihood that some or all of it's content is now outdated.

The Housing Ombudsman Service is introducing a Free Comprehensive Dispute Resolution Training Initiative.

The Housing Ombudsman Service today (12 November 2013) announced a new training initiative, launched in conjunction with Virtual College – the UK’s leading e-learning provider – to offer free dispute resolution training to landlords across England.

The e-learning is a self-administered online programme and is designed to help landlords quickly resolve disputes with tenants, which enables them to deal with issues positively, proactively and at a local level. The programme also aims to communicate the core principles of effective dispute management, and will help individuals and organisations benefit from the best practice developed across the rented housing sector.

The training covers culture, process, and behavior, and is structured around the three guiding principles of be fair, put it right, and learn from outcomes. Other specific areas covered in the training include effective governance practices, empowered staff, openness and accountability, and fair treatment.

When asked about the initiative, Paul James Neville, Head of Sector Development at the Housing Ombudsman Service, commented: “This initiative has been designed to offer the most up-to-date and expert learning advice at the click of a button. The programme is based on the Housing Ombudsman Service’s extensive experience gained from dealing with thousands of cases, as well as from wide consultation with the sector. When used, these dispute resolution principles create better relationships with tenants, save resources, and are more likely to deliver a successful outcome at an early stage.”

“The Housing Ombudsman e-Learning courses on effective complaint handling, processing and learning from complaints will challenge even the best performing social housing landlords to review how they manage complaints”, said Kevin Young, Community Participation Manager at Slough Borough Council.

He continued: “Empowering every single member of staff to take ownership – from agreeing the complaint handling process to resolving complaints efficiently and effectively themselves – is the way forward for the best performing landlords. The training will challenge current processes and thinking, potentially leading participants to review the status quo to ensure complaints handling and resolution is something that is integral to their organisation and not something it just reacts to when things go wrong”

To access the free training, visit to register.

For more information on the Housing Ombudsman Service, please visit or call 0300 111 3000.

About the Housing Ombudsman
The Housing Ombudsman works with landlords and tenants to resolve disputes impartially using processes that are fair, evidence-based, and free of bias and prejudice. This approach to dispute resolution is the basis of our work with landlords, MPs, councillors and tenant panels, as well as tenants.
The Housing Ombudsman aims to achieve accessible dispute resolution that will be of benefit to both landlords and tenants and encourage landlords to use these outcomes to improve the services they provide.

For more information, visit

Please Note: This Article is 9 years old. This increases the likelihood that some or all of it's content is now outdated.


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