Responding to Feedback and Complaints

Handle complaints with calm structure, clear documentation and fair decision-making.

Overview

Managing renter feedback and complaints is a core part of community housing work, but it can be challenging. Staff are expected to respond promptly, follow organisational and regulatory processes, apply procedural fairness and maintain respectful relationships, often in emotionally charged situations.

This practical online workshop provides a clear approach to handling feedback, complaints and appeals in community housing settings. Participants will learn how to investigate concerns, document decisions, communicate outcomes confidently and understand when matters may escalate to external review bodies. The focus is on fairness, defensible practice and reducing escalation through clear processes.

Why this course matters

• Reduce escalation by responding early and following clear complaint pathways

• Strengthen procedural fairness and defensible decision-making

• Improve staff confidence in managing emotionally charged complaints

• Reduce organisational risk through stronger documentation and clearer outcomes

• Improve renter trust by ensuring complaints are handled respectfully and consistently

• Support continuous improvement by using complaints as learning opportunities

What particpants will learn

• A step-by-step process for managing feedback, complaints and appeals

• How to apply procedural fairness in investigations and decision-making

• Practical methods for gathering information, assessing evidence and recording actions

• Techniques for managing challenging complaint conversations calmly and respectfully

• Clear approaches for communicating outcomes and setting expectations

• Documentation requirements that support defensible decisions

• The roles of external bodies, including VCAT, the Ombudsman and the Housing Registrar

• How to identify complaint themes and use them to improve service delivery

Who should attend

• Housing Officers and Tenancy Practitioners

• Customer Service and Intake Staff

• Team Leaders and Coordinators

• Housing and Operations Managers

• Complaints and Quality Staff

• Staff involved in appeals, dispute resolution or external review processes

Organisational benefits

• Improved consistency in complaint handling across teams

• Reduced risk of adverse findings through stronger process and documentation

• Improved renter satisfaction through clearer communication and fairer outcomes

• Reduced escalation to external bodies through better early complaint resolution

• Stronger continuous improvement culture supported by structured feedback analysis

What participants will receive

• Practical complaint-handling frameworks and process tools

• Investigation and documentation guidance for defensible outcomes

• Communication strategies for difficult complaint conversations

• Clear reference points for escalation pathways and external review bodies

Laura Harris

Laura has over 18 years of experience in the community sector, and has devoted her career to championing Human Rights, Social Inclusion, Homelessness, and Social Housing. Laura has held executive and leadership roles and managed diverse portfolios, including business development, accreditation, quality, legal compliance, digital transformation, and construction development. Laura has a Bachelor of Science (Global Studies & Global Health) and a Masters of Human Rights Law (LLM). 

Laura is now a specialist housing consultant based in NE Victoria. 

Leisa Makszin

Leisa has 20 years’ experience in the community housing sector working in management roles across all aspects of strategy and operations, providing leadership in developing services and building the capability of staff.  Prior to that Leisa had extensive experience in business management and the education sector.  Leisa has qualifications in Business Management, Sustainability, Training and Assessment, Tenancy and Property Law and Quality Management.  Leisa now works as a specialist housing consultant.