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 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...