The issue of housing and homes is highly emotive and when something goes wrong people feel strongly that issues should be resolved fairly, appropriately and quickly. The role that agents play as part of that process is important and how agents handle complaints is under the spotlight. MHCLG has asked what can be done to improve in-house complaint handling?
The Property Ombudsman (TPO) helps to resolve complaints between consumers and property agents when things go wrong and is providing guidance to the industry about the need to develop a culture of effective complaint handling.
TPO provides reassurance to consumers and the industry alike that there is an alternative to costly and lengthy court proceedings that can be relied on to provide timely, fair and reasonable remedies in this important sector.
In this webinar Katrine Sporle, the Property Ombudsman, answers your questions on the why and how of complaint handling and gives advice and insights on:
- The reputational value of effective complaint handling
- How to develop a culture of excellence in customer care
- What TPO is doing to develop a toolkit and training module for front line staff