3 March: Complaints Handling Culture in Housing – Research Webinar
Overview
Consistently complaints handling satisfaction is a pain point for the sector, and multiple messages have referenced the need for a positive complaints culture.
To 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.
Results have shown a positive relationship between culture characteristics and the importance of systems in supporting genuine desire to do right by residents.
We’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.
Our speakers will cover:
- Differences in perception from the boardroom to employees
- Real-world examples from the organisations who used the Complaints CultureScan tool to identify their cultural blind spots
- How friction between Empathy and Structured can impact residents
Speakers
- Francesca Macey, Consultant, Campbell Tickell
- Catherine Little, Director, Campbell Tickell
- Sally Trueman, Secretary, Stop Social Housing Stigma
- Saleha Gani, Head of Service Improvement, Community Gateway Housing
- Richie Rumbelow, Customer Experience Director, Sovereign Network Group
- Alan Leicester, Director of Housing and Environment, West Lancashire Borough Council
- Closing remarks from Richard Blakeway, Housing Ombudsman.
We look forward to seeing you there!
Many thanks to Barnsbury Housing Association, Community Gateway Association, Gentoo, West Lancashire Borough Council, and SNG for kindly sponsoring this research.
Read more about Complaints Handling CultureScan:
For any event or registration enquiries, email: events@campbelltickell.com
Speakers
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Alan LeicesterDirector of Housing and Environment, West Lancashire Council -
Catherine LittleDirector, Campbell Tickell -
Francesca MaceyConsultant, Campbell TickellFrancesca is our Policy and Research Team Manager at Campbell Tickell. She has a range of research skills, both academic and professional, covering qualitative, quantitative, and mixed methods. She provides project support across the full range of Campbell Tickell’s areas of focus, as well as managing our in-house Policy and Research Team.
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Richard BlakewayHousing OmbudsmanHousing Ombudsman
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Richie RumbelowCustomer Experience Director, Sovereign Network Group
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Saleha GaniHead of Service Improvement, Community Gateway
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Sally TruemanSecretary, Stop Social Housing Stigma