Date
29 January 2025
Location
Virtual via Microsoft Teams
Time
13:00 - 14:30
Understand your role and responsibilities as a board member in relation to complaint resolution.
Your board’s decisions shape more than just policies—they impact tenant satisfaction and trust. Understanding your critical role in the complaint resolution process isn't just good governance; it's essential to delivering excellent customer service.
Join us to explore the role board members play in relation to complaint handling and resolution and gain answers to the questions:
- What is my role?
- What difference can I make?
- Where do I fit into the process?
We will examine the complaint management process and discover how clear communication and well-defined roles and responsibilities enables an effective and efficient response to complaint handling.
As part of this session, hear from our expert panel who include a board member specialising in complaints, a senior leader shaping a strategic complaint culture, and a complaints team manager who works with the complaints data and insights.
Why attend?
- Engage and learn from our panel of expert contributors.
- Participate in the conversation – challenge, debate and share your thoughts and insights.
- Connect with fellow board members, senior level officers and governance professionals to help guide your organisation through the complexities of board assurance.
Your speakers:
-
Leigh Hawkins – Customer resolutions manager, Leeds Federated
-
Chris Marshall – Chief operating officer, Railway Housing
Your chair:
-
Sam Middleton – Engagement manager, CIH
| Package | Member | Non-Member |
|---|---|---|
| Standard rate | Free | N/A |
Please see our full terms and conditions before making your booking.
