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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Change the way you view dispute resolution


This interactive and engaging workshop, delivered in partnership with the Housing Ombudsman Service focuses on how the Dispute Resolution Service (DRP's) can bring benefits to your organisation and your tenants. In these facilitated sessions, you will have the opportunity to explore and discuss the Dispute Resolution Principles, early and local resolution with an outcomes focus.

The emphasis will be on how and when we can help you to deliver effective dispute resolution and ultimately, improve tenant and landlord relationships.

The workshop will consist of peers including Directors and Senior Managers from housing associations and local authorities. The workshop also provides you with great networking opportunities to share best practice, common issues and learning with peers across the landlord population.

Further information regarding the Housing Ombudsman Service can be found here.

Learning Outcomes/objectives

At the end of this workshop, you will:

  • Better understand how the Dispute Resolution Service can drive local and early dispute resolution
  • Be better equipped to reach resolution through your local internal complaints procedure and the Designated Persons
  • Understand how our approach in early and local dispute resolution is focused on the best possible outcome for everyone involved
  • Know how your organisation can learn from complaints and use them to improve services to your tenants

Who should attend

This workshop is aimed at Directors and Senior Managers from housing associations and local authorities.

Trainer Info

Valerie Theadom, Sector Development and Learning Manager, Housing Ombudsman Service

Val is a Human Resources and Organisational development professional with 20 years experience in a wide range of public and private sector organisations such as local authorities, Police Force, NHS, manufacturing and facilities management companies. Val has worked for the Housing Ombudsman for just over two years as Sector Development and Learning Manager working on internal learning and development and organisational change. More recently she has worked on the design and delivery of a range of learning interventions for member landlords to support early and effective dispute resolution. She has a strong interest in supporting organisations through transformational change to improve organisational performance as well as helping individuals to achieve sustainable high performance.

 John Goodwin, Adjudicator, Housing Ombudsman Service

Prior to joining the Ombudsman in 2011, John spent ten years with the Audit Commission, inspecting a range of housing organisations and services. John also worked for Shelter in several roles, including Head of Legal Services, Editor of 'Roof' magazine and co-editor of 'Adviser' magazine. He began his housing career working in homelessness, housing advice and resettlement for a London borough. John has written and edited a number of publications during his career including' Built to Last' (a history of British housing policy, 'Homelessness - a good practice guide' and various housing rights guides and factsheets.


Delegates who attended the workshops last year said they learnt a lot more about the services offered by HOS; and how we can help them take a different approach to dispute resolution. We have found that those landlords who have focused their attention on early and local resolution have seen timely resolution of cases.

"This was my first interaction with HOS and it was really positive, reflecting how we want to move forward"

"I thought the structure of the day and quality of the presentations and workshops were brilliant. I learned a lot and will spread the word!"

Extra Info

Duration: 10am - 2pm

CPD: 4 Hours

Dates & Locations

21 October 2016, Birmingham


Member price FREE

Standard price £99 + VAT

Booking information

Members: Click on Login to book and enter your username and password.

Non-members: Click on book and register your details.

If you experience any difficulties please call us on 02476 851700 - option 1 or email us at

Payment: You can request that we invoice your employer or make payment via credit/debit card. Please note all invoices must be fully paid before the event takes place.

Terms and conditions

Please click here for our Terms and Conditions



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