09:30 - 09:40

Chair's Opening Remarks

Phil Morgan

Phil Morgan

Director, Phil Morgan Limited

09:40 - 10:10

Keynote Address: Getting it Right - Embedding Learnings from Complaints to Improve Housing Services

  • Learning from recent cases and spotlight reports
  • Guidance on knowledge and information management
  • Avoiding maladministration findings
  • Meeting expectations on record keeping and transparency
  • Reviewing best practice and guidance to issue compensations as a remedy
Live Q&A
10:05 - 10:10

Richard Blakeway

Housing Ombudsman

10:10 - 10:55

Creating a Positive Complaints Culture to Achieve Early Resolution and Improve Services

  • Using complaints to achieve effective responses and improve resident experiences
  • Building a welcoming complaint culture to drive service improvements
  • Investing in community engagement
  • Strengthening the landlord/tenant relationship
  • Embedding customer voices and feedback into housing services
Live Q&A
10:45 - 10:55

Stephanie Goad

Chief Executive, Golding Homes

Lisa Nicholls

Executive Director - Operations, Rooftop Housing

Maureen Corcoran

Maureen Corcoran

Advisory Board Member, Housing Ombudsman Service

10:55 - 11:05


11:05 - 11:35

Receiving, Recording and Responding to Complaints

  •  Improving transparency and meeting expectations
  • Empowering complaint handling officers
  • Defining duties and processes across teams for early resolution
  • Tackling challenges related to the cost-of-living crisis
  • Supporting officers to handle difficult conversations
Live Q&A
11:25 - 11:35

Chris Czyzyk

Customer Experience Manager, Stockport Homes **Northern Housing Award Winners

11:40 - 12:10

Networking Break

Make new connections and network with your peers in the sector

12:10 - 12:45

Implementing Root Cause Analysis to Identify Trends and Tackle Escalation

  • Preventing escalation: understanding where things go wrong
  • Identifying key indicators of good and bad performance – how to respond
  • Segmenting your audience to better understand different needs and expectations
  • Cross checking sources of feedback and complaints to identify trends
Live Q&A
12:30 - 12:45
Steve Erdal

Steve Erdal

CSO, Wordnerds

12:45 - 13:30

Case Studies and Good Practice

These spotlight sessions will include a series of case studies from leading providers who have improved their approach to complaints management in areas including:

  • Revamping your Damp and Mould strategy
  • Handling ASB complaints
  • Guidance on how to draft apologies and when to offer compensation
Live Q&A
13:05 - 13:20

James McAney

Customer Experience Manager, Magenta Living

Pete Linsley

Pete Linsley

Neighbourhoods and Support Services Manager, Lancaster City Council ** Council of the Year and Home Improvement Agency of the Year Affordable Housing Awards


Chair’s closing remarks

Phil Morgan

Phil Morgan

Director, Phil Morgan Limited

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