Effective Complaints Handling in Housing Digital Conference

Tuesday 30th March 2021

Digital Event, Broadcast Live

Key Points
  • Navigating the New Complaint Handling Code as a tool to improve the landlord-tenant relationship
  • Harnessing opportunities from increased scrutiny and self-assessment to streamline complaint handling processes and improve service delivery
  • Utilising digital platforms to identify complaints patterns, adapting services to residents' needs
  • Mitigating the challenges of lockdown on a backlog of repairs and exploring new approaches to reduce response times
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Overview
Expert Speakers:

  • Eamon McGoldrick, Managing Director, National Federation of ALMOS
  • Richard Blakeway, Housing Ombudsman
  • Jonathan Cowie, COO, Vivid Housing and Non-Executive Director Institute for Customer Service
  • Sharon Cresswell, Customer Experience Manager, Live West
  • Lourdes Sharpe, Director of Customer Services, Citizen Housing
  • Sally Ainsworth, Head of Service Recovery, United Utilities
  • Joanne Walsh, Housing and Neighbourhood Services Manager, The Regenda Group
  • Darralyn Jackson, Housing and Neighbourhood Services Manager, The Regenda Group

    Attend Westminster Insight’s Effective Complaints Handling in Housing Digital Conference to hear from Richard Blakeway, the Housing Ombudsman on the new Complaint Handling Code, and how landlords can use it as a tool to respond effectively and fairly to complaints. We will also review the standards laid out in the Charter for Social Housing Residents: Social Housing White Paper, to understand how increased scrutiny and transparency expectations can help you deliver better services.

    Join us to hear from Jonathan Cowie, COO of Vivid Housing and Non-Executive Director at the Institute for Customer Service to explore strategies for self-assessment to improve processes and increase residents' satisfaction levels. Hear how Citizen Housing and Live West, are going beyond complaint handling, with new constructive approaches using digital platforms to identify and embed customer feedback, transforming services to meet their expectations.

    You will hear strategies on adding value through your repairs and maintenance teams, and Regenda Group will share their approach to dealing with complaints about anti-social behaviour. We will also have the opportunity to hear innovative best practice from outside the social housing sector from award-winning complaints team leader, Sally Ainsworth, from United Utilities. Sally will share their proactive approach to complaint handling and how they have improved resolution times and reduced complaints.

    Don’t miss this opportunity to review latest guidance, hear innovative practice from your peers and achieve better outcomes to improve internal efficiencies and residents' experience.
Agenda
Start

09:00 - 09:10
Chair’s Opening Remarks: Responsibilities Under the New Social Housing White Paper

 
Speakers

Eamon McGoldrick Managing Director, National Federation of ALMOS

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09:10 - 09:30
Complaint Handling in Social Housing, Promoting a Positive Culture, Overcoming Challenges, and Improving Services

 
  • Conducting systemic investigations to review trends and opportunities
  • Reviewing the new complaint handling code as a tool for landlords to improve services and share best practices
  • Exploring viable mediation approaches that protect residents and support landlords
9:30-9:40 Questions and Discussion
Speakers

Richard Blakeway Housing Ombudsman

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09:40 - 10:10
Maximising Learning From Complaints to Design Better Services: VIVID’s Approach to Customer Service

 
  • Using customer data and feedback to design better services through the Customer Service Committee
  • Customer Coronavirus Guidance Group
  • Lessons learned during lockdown for service improvement
    Reviewing strategies to implementing robust and effective complaint procedures
  • Exploring useful strategies for self-assessment and increased accountability  

10:00-10:10 Questions and Discussion 
Speakers

Jonathan Cowie Chief Operating Officer, Vivid Housing

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10:10 - 11:00
Case studies: Enhancing Customer Experience Through Digital Platforms

 

10:10 - 10:30
Live West’s Customer Journey Mapping: Breaking the Cycle and Sharing Learning

 
  • Understanding trends to improve customer satisfaction in complaint handling and avoiding repeat complaints
  • Managing expectations: defining service requests, perceptions, service feedback and formal complaints to identify and improve services
  • Evidencing outcomes and sharing learning with customers  
Speakers

Sharon Cresswell Customer Experience Manager, Live West

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10:30 - 10:50
Lessons from Citizen Housing: Creating a Customer-Centred Culture to Deliver Great Services

 
  • Harnessing technology to create culture change, improve complaint processes, and manage customer intelligence and feedback
  • Promoting a cultural change by putting service at the heart of the organisation training and engaging staff
  • Improving communication of complaint handling procedures through customer panels
 
10:50-11:00 Questions and Discussion
Speakers

Lourdes Sharpe Director of Customer Services, Citizen Housing

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11:00 - 11:20
Break

 

11:20 - 11:50
Beyond Repairs - Delivering Long Term Service Improvements

 
  • Reviewing timescales, redressing, and responding quickly to formal complaints 
  • Achieving targets on responsive repairs, void refurbishing, and long-term improvements
  • Streamlining communications internally, among teams and with contractors to reduce response times
  • Attending the backlog of repairs accumulated during lockdown
11:40-11:50 Questions and Discussion

11:50 - 12:20
Creating Safe Environments: Complying with Regulations and Responding to ASB

 
  • Responding to anti-social behaviour and using mediation to resolve neighbour disputes
  • Promoting tenant safety, supporting vulnerable residents and those who are shielding
  • Deescalating and handling an increase of low level ASB complaints because of lockdown
  • Working with partners to ensure resident’s safety
12:10-12:20 Questions and Discussion
Speakers

Darralyn Jackson Housing and Neighbourhood Services Manager, The Regenda Group

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Joanne Walsh Housing and Neighbourhood Services Manager, The Regenda Group

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12:20 - 12:50
Cross Sector Learning: Customer Satisfaction and Pro-Active Complaint Handling by United Utilities

 
  • Designing seamless processes around customer needs
  • Coaching people to deliver fantastic services 
  • Using data and customer insight to improve customer experience

12:40-12:50 Questions and Discussion
Speakers

Sally Ainsworth Head of Service Recovery, United Utilities

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12:50 - 13:00
Chair's Closing Remarks

 
Speakers

Eamon McGoldrick Managing Director, National Federation of ALMOS

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End
Speakers

Sally Ainsworth Head of Service Recovery, United Utilities

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Richard Blakeway Housing Ombudsman

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Jonathan Cowie Chief Operating Officer, Vivid Housing

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Sharon Cresswell Customer Experience Manager, Live West

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Darralyn Jackson Housing and Neighbourhood Services Manager, The Regenda Group

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Eamon McGoldrick Managing Director, National Federation of ALMOS

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Lourdes Sharpe Director of Customer Services, Citizen Housing

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Joanne Walsh Housing and Neighbourhood Services Manager, The Regenda Group

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Venue details

Digital Event Broadcast Live

Speakers
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