Key Points
  • Collaborating with the Housing Ombudsman and the Regulator for Social Housing to improve processes in line with the Complaint Handling Code
  • Best practice for communicating with residents, managing expectations and demonstrating service improvements
  • Good governance strategies that create a positive complaints culture in your organisation
  • Rebuilding trust with tenants and promoting constructive scrutiny
  • Using data to identify and tackle root causes of complaints
  • Overcoming the backlog of Covid-19 challenges and ripple effects including supply chain disruptions
  • Click Here to Secure your Place


Overview
Expert Speakers:
  • Chaired by, Paul Smith, CEO, Elim Housing
  • Richard Blakeway, Housing Ombudsman
  • Kate Dodsworth, Director of Consumer Regulation, Regulator of Social Housing
  • Jo Causon, CEO, Institute for Customer Service
  • Aileen Evans, Chief Executive Officer, Grand Union Housing Group
  • Dave Simmons, Sector Development Lead, Housing Ombudsman's Office
  • Eamon McGoldrick, Managing Director, National Federation of ALMOS
  • Annemarie Roberts, Director of Operations, Golding Homes Finalists for Best Customer Satisfaction Strategy 2021 ICS- What about Shirley Campaign
  • Kate Roberts, Associate Director for Housing, IFF Research
  • Rebecca Clarke, Head of Customer Experience, Wolverhampton Homes
  • Martin Saunders, Head of Customer Access Stockport Homes Finalists in Employee Experience in a Crisis in the Customer Experience Awards
  • Fiona Astor, Assistant Director, Magenta Living


The Housing Ombudsman’s office saw a 139% increase in complaints in the year to date compared with 2020-21, and a 65% increase in formal investigations.*

With increased scrutiny from regulators, now is the time to take your next steps towards improving your complaint handling culture and processes.

Join our Effective Complaint Handling in Housing Digital Conference to hear from the Housing Ombudsman and the Regulator for Social Housing.Take this opportunity to transform your complaint handling culture, use tenant feedback proactively and generate service improvements that meet residents’ needs. Explore a range of perspectives from senior leaders, trailblazing teams, and tenant representatives on proactive approaches to complaint resolution.

You will hear best practice on constructive self-assessment, and how to work with local authorities, housing associations and tenants to identify new needs, risks, and systemic issues. You will explore, from a strategic perspective, the trending changes and expectations from tenants to rebuild trusting relationships. Regulators will provide an overview and guidance to finding alternatives on issues including damp and mould, cladding and complex complaints.

Through a series of practical case studies and discussions, delegates will review successful approaches from Golding Homes, the Finalists for Best Customer Satisfaction Strategy 2021 ICS. This interactive event will offer the opportunity for participants to raise their questions live and network with peers from a range of organisations.

** https://www.housing-ombudsman.org.uk/2021/10/14/housing-ombudsman-launches-consultation-on-three-year-plan/


Agenda
Start

09:00 - 09:15
Chair’s Opening Remarks

 

Speakers

Paul Smith Director, Foundations

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09:15 - 09:40
Keynote Address: Next Steps Towards Improving Complaint Handling Culture and Processes

 
  • Reviewing expectations and compliance requirements from the new Complaint Handling Code 
  • Improving partnership working with Housing Associations and Local Authorities 
  • Facilitating routes for residents to approach the Housing Ombudsman’s office for effective dispute resolution
  • Future steps towards the Corporate Plan 2022- 2025 
9:30- 9:40 Questions and Discussion

Speakers

Richard Blakeway Housing Ombudsman

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09:40 - 10:10
Joint Session: Proactive Approaches to Reducing Complaint Handling

 
  • Working with housing associations and their tenants to identify new needs, risks, and systemic issues 
  • Harnessing the momentum of resident engagement to create constructive relationships
  • Reviewing evidence from the Regulator for Social Housing consultation: tenant satisfaction measures and expectations for complaints handling   
  • Embedding the voice of tenants and addressing their needs to rebuild trust
10:00-10:10 Questions and Discussion

Speakers

Kate Dodsworth Director of Consumer Regulation, Regulator of Social Housing

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10:10 - 10:30
Networking Break

 
Meet your colleagues and make new connections in our virtual platform

10:30 - 11:20
Panel Session: Building Good Governance and Collaborative Working to Deliver Effective Complaint Handling

 
  • Embedding a positive complaint handling culture within senior leadership teams
  • Working together to identify local housing and structural needs to achieve effective resolution  
  • Transforming services through continued investment in complaint handling 
  • Raising standards across services to achieve customer satisfaction
11:00-11:20 Questions and Discussion

Speakers

Eamon McGoldrick Managing Director, National Federation of ALMOS

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Aileen Evans Chief Executive, Grand Union Housing Group

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Jo Causon Chief Executive, Institute of Customer Service

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11:40 - 12:05
Best Practice Case Study: Communicating Effectively to Achieve Early Resolutions to Complaints

 
  • Managing tenant expectations: communicating around timescales and improving response times 
  • Demonstrating service improvements and sharing positive feedback with tenants 
  • Implementing successful tools and strategies for effective communication 
  • Training staff to handle difficult residents to improve resilience and manage their own wellbeing 
11:55-12:05 Questions and Discussion

Speakers

Martin Saunders Head of Customer Access, Stockport Homes

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Annemarie Roberts Director of Operations, Golding Homes

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Rebecca Clarke Head of Customer Experience, Wolverhampton Homes

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12:05 - 12:20
Break

 

12:20 - 12:50
Utilising Data and Behavioural Insights to Drive Service Improvements

 
  • Tackling complaints from their root and identifying structural issues within organisations
  • Learning from complaints and implementing customer feedback to enhance services 
  • Promoting continuous self-assessment to reduce the number of complaints received 
  • Utilising complaints as a barometer: metrics from complaints including equality, diversity, and inclusion, repeat complaints and complainants
12:40-12:50 Questions and Discussion


Speakers

Fiona Astor Assistanr Director, The Magenta Way, Magenta Living

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Kate Roberts Associate Director for Housing, IFF

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12:50 - 13:20
Case Study: Dealing with Difficult and Complex Complaints - Repairs, Maintenance and Covid-19

 
  • Working with contractors to tackle supply disruptions and improve building maintenance 
  • Transforming customer feedback into sector-wide learning: lessons from the Housing Ombudsman’s Spotlight Reports 
  • Best practice and guidance to dealing with disrepairs, damp and mould, and responding to accumulated repairs from Covid-19 
  • Considering viable alternatives to long term investment 
13:10-13:20 Questions and Discussion


Speakers

David Simmons Sector Development Lead, Housing Ombudsman's Office

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13:20 - 13:30
Chair's Closing Remarks

 

End

Speakers

Fiona Astor Assistanr Director, The Magenta Way, Magenta Living

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Richard Blakeway Housing Ombudsman

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Jo Causon Chief Executive, Institute of Customer Service

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Rebecca Clarke Head of Customer Experience, Wolverhampton Homes

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Kate Dodsworth Director of Consumer Regulation, Regulator of Social Housing

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Aileen Evans Chief Executive, Grand Union Housing Group

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Eamon McGoldrick Managing Director, National Federation of ALMOS

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Kate Roberts Associate Director for Housing, IFF

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Annemarie Roberts Director of Operations, Golding Homes

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Martin Saunders Head of Customer Access, Stockport Homes

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David Simmons Sector Development Lead, Housing Ombudsman's Office

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Paul Smith Chief Executive, Elim Housing Association

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Venue details

Online Event Broadcast Live


Speakers
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