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.

Responding to Feedback and Complaints

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