How housing organisations handle complaints is crucial to maintaining good relationships and a good reputation. So what makes the experience of complaining a good one or a bad one? How can we use complaints as an opportunity to improve satisfaction and a powerful form of knowledge to stimulate change and innovation?

In this session, you will hear from the Housing Ombudsman on how strengthening the complaints code will have an impact. You will learn from landlords who are enabling a positive complaint handling culture and engaging tenants in the process. Plus, what changes would tenants like to see in the complaints handling process and ensuring their voices are heard and acted upon?