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X-ORIGINAL-URL:https://www.campbelltickell.com/
X-WR-CALNAME:Campbell Tickell | Consultancy & recruitment for the charitable, not-for-profit & public sectors
X-WR-CALDESC:Supporting Excellence - Delivering Social Purpose
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BEGIN:VEVENT
CLASS:PUBLIC
UID:MEC-ed85cbd881fddc2a6d39cdbcce64d7f7@campbelltickell.com
DTSTART:20260303T100000Z
DTEND:20260303T113000Z
DTSTAMP:20260130T151600Z
CREATED:20260130
LAST-MODIFIED:20260217
PRIORITY:5
SEQUENCE:11
TRANSP:OPAQUE
SUMMARY:3 March: Complaints Handling Culture in Housing – Research Webinar
DESCRIPTION:Overview\nConsistently complaints handling satisfaction is a pain point for the sector, and multiple messages have referenced the need for a positive complaints culture.\nTo understand what is meant by positive complaints culture, we’ve spent the last few months piloting a new Complaints CultureScan tool with several housing providers.\nResults have shown a positive relationship between culture characteristics and the importance of systems in supporting genuine desire to do right by residents.\nWe’re hosting a webinar to share what we’ve learned from the pilot and our latest research report, and a panel discussion with those who took part in the pilot to discuss how internal culture directly impacts the service residents receive.\nOur speakers will cover:\n\nDifferences in perception from the boardroom to employees\nReal-world examples from the organisations who used the Complaints CultureScan tool to identify their cultural blind spots\nHow friction between Empathy and Structured can impact residents\n\nSpeakers\n\nFrancesca Macey, Consultant, Campbell Tickell\nCatherine Little, Director, Campbell Tickell\nSally Trueman, Secretary, Stop Social Housing Stigma\nSaleha Gani, Head of Service Improvement, Community Gateway Housing\nRichie Rumbelow, Customer Experience Director, Sovereign Network Group\nAlan Leicester, Director of Housing and Environment, West Lancashire Borough Council\nClosing remarks from Richard Blakeway, Housing Ombudsman.\n\nWe look forward to seeing you there!\nRegister for free\nMany thanks to Barnsbury Housing Association, Community Gateway Association, Gentoo, West Lancashire Borough Council, and SNG for kindly sponsoring this research.\nRead more about Complaints Handling CultureScan:\n\nComplaints handling – CTB 76\nBeyond the code – CTB 81\n\nFor any event or registration enquiries, email: events@campbelltickell.com ( mailto:events@campbelltickell.com )\n \n
URL:https://www.campbelltickell.com/events/3-march-complaints-handling-culture-in-housing-research-webinar/
ORGANIZER;CN=Campbell Tickell:MAILTO:
LOCATION:Zoom
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