5. RESOLVE: Problem Solving

Problem solving is more than just putting out fires. It’s about finding the real cause behind issues and fixing them in a way that lasts. In RESOLVE Team roles, that means moving beyond quick patches and making sure tenants and visitors see that problems are being handled properly, not just pushed aside.

In this module, you’ll learn how to spot the difference between surface-level symptoms and deeper causes. We’ll introduce tools like the 5 Whys, show you how to apply root cause thinking to everyday issues, and guide you through choosing fixes that work – for today and for the long term. 

Along the way, you’ll practice with real-life scenarios, from broken lifts to recurring bin complaints, so the learning feels relevant and practical.

Finally, we’ll look at the role of ownership. You don’t need to fix everything yourself – but you do need to give tenants confidence that someone is managing the problem.

Using skills we’ve already looked at like CARE – calm, affirm, reassure, and empathise – you’ll learn how to hand issues over properly, follow up effectively, and protect the reputation of your team and building.