CLIENT CASE STUDY: Housing Ombudsman Service

PROJECT OVERVIEW: LANDLORDS PORTAL 

eCoach designed and implemented a fully branded Learning Management System that was simple to navigate, attractive, responsive to the user and enabled a deep analysis of a range of key indicators.  

A group of online courses were created focused on developing a ‘Positive Complaints Culture’ for housing associations across the UK. Packed with videos, engaging interactions, scenarios and knowledge checks, the courses have been completed by over 10,000 learners in the last two years. 

CHALLENGES

The project, from start to finish, took six weeks to design and create the platform.  

There were also 6,000 concurrent users who had to be transferred over to the new platform and eCoach had to ensure data compliance throughout.  

eCoach’s project management approach and hard-working Learning Design Team made this possible to complete it at a high standard within a short timeframe.  

SOLUTION

The project approach had four phases:    

• Scope – establishing rationale, stakeholders and expected outcomes.    
• Plan – clarifying risk, activity planning, timelines and management of resources.    
• Deliver – undertaking the key deliverables and actions.     
• Evaluate – assess if desired outcomes have been met and amend plans, as required.   

RESULTS

Feedback has been excellent: 

• Over 93% stated that the courses were useful
   
• Over 95% would recommend the courses to colleagues
   
• Over 93% felt that the courses would help them in their day-to-day jobs

“I found all the eLearning modules very helpful; however, the interactions and videos were particularly useful. The information was straight to point. In addition, the positive culture eLearning afforded me with a better understanding of having the correct resources.”  

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

ABOUT THE CLIENT

The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with us. Our service is free, independent and impartial. 

HO resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and voluntary members. Residents and landlords can contact the Ombudsman at any time for support in helping to resolve a dispute. The service is funded through annual landlord subscription fees. 

To find out more about Housing Ombudsman, visit www.housing-ombudsman.org.uk/landlords-info/e-learning/