Key Points
  • Meeting your residents expectations of speed and service
  • Getting social media and digital self-service platforms right
  • Utilising customer feedback as a driver for service improvement and positive tenant engagement
  • Measuring and improving customer satisfaction levels
  • Training and empowering staff to deliver consistently high levels of customer service
  • Sharing learning from outside the sector; private sector customer service strategies and complaints handling systems
  • How to implement cost-effective and creative approaches to complaints handling


Overview

Confirmed Speakers:

  • Jo Causon, CEO, Institute of Customer Services
  • Gavin Cansfield, Chief Executive, settle
  • Jim Bruckel, Head of Operations and Customer Experience, Yarlington Housing Group
  • Sarah Thomas, Chief Operating Officer, Catalyst Housing Group
  • Caroline Brown, UX Manager, LV=
  • Mitch Allseybrook, Manager, Customer Engagement Team, Derwent Living
  • Adem Mahmoud, Tenancy Services Manager, Derwent Living
  • Clare Tough, Director of Neighbourhoods, Homes in Sedgemoor
    Best Overall Complaints Handling Award, UK Complaint Handling Awards 2017
  • Minnie Dando, Head of Marketing, Hyde New Homes
    Winners of National Housing Awards 2018 - Best Customer Care
  • David Boden, Head of Responsive Maintenance, Orbit Group
    Winners of Customer Experience, Housing Heroes Award 2019


‘Residents should have a stronger voice to influence decisions and challenge their landlord to improve performance. They must also be able to access good complaints processes, as well as swift and effective redress where appropriate’. A new deal for social housing – Ministry of Housing, Communities and Local Government, August 2018

As core principles of the Green paper state, social landlords are under increased scrutiny to focus on the customer voice and deliver faster and more effective resolutions to complaints.

Westminster Insight’s national conference will explore how social landlords can improve customer satisfaction, resolve more disputes locally and avoid escalation to the Independent Housing Ombudsman. We will showcase the latest, innovative, best practice in delivering a positive customer experience and efficient complaints handling in the social housing sector.

Agenda
Start

09:20 - 09:50
Registration, Coffee and Networking

 

09:50 - 10:00
Chair's Opening Remarks

 

Speakers

Gavin Cansfield Chief Executive, settle

Read profile


10:00 - 10:30
Transforming Customer Service in Social Housing

 
  • Putting customer services at the heart of your business model
  • How customer expectations and behaviours are changing
  • Spotting opportunities to reduce running costs and engage more effectively with customers
  • Embracing cultural and technological change

Speakers

Sarah Thomas Chief Operating Officer, Catalyst Housing Group

Read profile


10:30 - 10:40
Questions and Discussion

 

10:40 - 11:10
Learning from Experience Outside the Social Housing Sector

 
  • Designing seamless processes around customer needs
  • Measuring the ROI of our user experience activities
  • Using data to drive the customer experience
  • Balancing customer needs with business objectives

Speakers

Caroline Brown UX Manager, LV=

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11:10 - 11:40
Tea and Coffee

 

11:40 - 12:00
Developing and Reviewing your Complaints Handling System

 
  • Key components of an effective and efficient system
  • Forms of response - verbal and written, formal and informal
  • What do your complainants want? Remedies and compensations
  • Escalation procedures and timescales
  • Collecting data, identifying trends and driving service improvement

Speakers

Clare Tough Director of Neighbourhoods, Homes in Sedgemoor *Best Overall Complaints Handling Award, UK Complaint Handling Awards 2017

Read profile


12:00 - 12:10
Questions and Discussion

 

12:10 - 12:30
Complaints Case Study: Going the Extra Mile - Dealing with Complaints about Repairs and Defects

 
Dissatisfaction with day-to-day repairs consistently accounts for over a third of the complaints made to the Independent Housing each year.

  • Common causes of complaints about repairs – new lettings, responsibility for the repair, time taken to carry out repairs and record keeping
  • Good practice principles in dealing with repairs
  •  How Orbit increased our customer satisfaction score from 76% - 91.5%

Speakers

David Boden Head of Responsive Maintenance, Orbit Group *Responsive Repairs Team, Winners of Customer Experience, Housing Heroes Award 2019

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12:30 - 12:50
Complaints Case Study: Responding to Reports of Anti-Social Behaviour

 
  • Duties on social housing landlords when investigating complaints about anti-social behaviour
  • Managing vexatious and repeated complainants
  • The role of mediation
  • Serious cases of ASB - when to involve outside agencies

Speakers

Mitch Allseybrook Manager, Customer Engagement Team, Derwent Living

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Adem Mahmoud Tenancy Services Manager, Derwent Living

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12:50 - 13:00
Questions and Discussion

 

13:00 - 14:00
Networking Lunch

 

14:00 - 14:30
Putting Customer Services at the Heart of your Business Model

 
  • How customer expectations and behaviours are changing

Speakers

Jo Causon Chief Executive, The Institute of Customer Services

Read profile


14:30 - 14:40
Questions and Discussion

 

14:40 - 15:10
Developing Digital Services to Improve Customer Experience

 
Yarlington Housing Group are sector leaders in digital customer communications. Jim Bruckel, Head of Operations and Customer Experience, Yarlington Housing Group will describe how Yarlington are establishing new ways of working that better reflect the needs of their customers:

  • Yarlington's Digital Doorway - supporting customers to make the digital shift
  • Focusing on the customer voice - our experience of designing a new, centralised complaints system

Speakers

Jim Bruckel Head of Operations and Customer Experience, Yarlington Housing Group

Read profile


15:10 - 15:20
Questions and Discussion

 

15:20 - 15:40
Embedding a Customer-Focused Culture at Hyde New Homes

 
  • Training and improving communications expertise at staff
  • Focusing on the customer journey - working across teams to ensure a consistent approach to learning and improving
  • Analysing data and measuring customer satisfaction

Speakers

Minnie Dando Head of Marketing, Hyde New Homes *Winners of National Housing Awards 2018 - Best Customer Care

Read profile


15:40 - 16:00
Questions and Discussion with Speakers from the Afternoon Case Studies

 

16:00 - 16:00
Close of Conference

 

End

Speakers

Mitch Allseybrook Manager, Customer Engagement Team, Derwent Living

Read profile

David Boden Head of Responsive Maintenance, Orbit Group *Responsive Repairs Team, Winners of Customer Experience, Housing Heroes Award 2019

Read profile

Caroline Brown UX Manager, LV=

Read profile

Jim Bruckel Head of Operations and Customer Experience, Yarlington Housing Group

Read profile

Gavin Cansfield Chief Executive, settle

Read profile

Jo Causon Chief Executive, The Institute of Customer Services

Read profile

Minnie Dando Head of Marketing, Hyde New Homes *Winners of National Housing Awards 2018 - Best Customer Care

Read profile

Adem Mahmoud Tenancy Services Manager, Derwent Living

Read profile

Sarah Thomas Chief Operating Officer, Catalyst Housing Group

Read profile

Clare Tough Director of Neighbourhoods, Homes in Sedgemoor *Best Overall Complaints Handling Award, UK Complaint Handling Awards 2017

Read profile


Venue details

Central London


Speakers
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