COURSE OUTLINE

The course is designed to develop customer services which meets with the needs of the Charter. This workshop will review the recommendations of the new White Paper – “A new charter for Social Housing residents”. We’ll suggest pragmatic and effective approaches to analysing and addressing the requirements of the charter, the Social Housing regulator and the Ombudsman.

The Grenfell fire tragedy and the subsequent ongoing enquiry has acted as a catalyst for change within the Social Housing Sector. Part 1 of the enquiry concluded that:

“Social Housing residents:

  • Did not feel listened to when they raised concerns or complaints
  • They did not feel that they were treated with dignity and respect.”

This workshop will review the recommendations of the new White Paper “A new charter for Social Housing residents” and suggest pragmatic and effective approaches to analysing and addressing the requirements of the charter, the Social Housing regulator and the Ombudsman.

Learning Outcomes: 

  • Understand the requirements of The Social Housing Charter
  • Learning the accountabilities of Landlords and others
  • Understanding the application of Consumer rights for services
  • Knowing how to engage customers effectively
  • The importance of performance data and transparency
  • Using complaints to improve performance

WHO SHOULD ATTEND?

This course is ideal for Leadership/Executive Team Members involved in developing customer service strategies. As well as those supporting customer services teams to meet the needs of the charter.  

PML

PML will deliver this training session on behalf of SEC. They are leaders in business improvement and collaboration. Passionate about excellent customer service and business improvement, they have developed this session with our network in mind.

COST

MEMBERS: Free (£100 + VAT if outside of free allocation)

NON-MEMBERS: £100 + VAT

Friday 29 October 2021 – MS Teams 

9.30am – 12.30pm

Register here

Delivering the Social Housing Charter Training – Upcoming dates.