9.30am - 9.45am Registration and coffee
9.45am - 10.05am Introduction of Delegates
10.05am - 10.35am Parents 1: The Beginning of their Involvement in the Accommodation Process, open days, pre arrival interest and what they want to know. Michael Ball, Residential Services Manager, University of Lincoln
10.35am - 10.45am Questions and discussion
10.45am - 11.15am Parents 2: What About Me? The role of parents during and after arrival. Nigel Humphrys, Head of Counselling Services at the University of Leeds
11.15am - 11.25am Questions and discussion
11.25am - 11.40am Break (tea and coffee available)
11.40am - 12.30pm Parents and the Law: What Involvement can Parents have? Contracts, rent paying and data protection - achieving consistency of practice. Hilary Crook, Solicitor, Hatch Legal
12.30pm - 12.40pmQuestions and discussion
12.40pm - 1.30pm Lunch (provided)
1.30pm - 2.00pm Complaints 1: Common Complaints and Successful Approaches, Martin Blakey, Chief Executive, Unipol Student Homes
2.00pm - 2.35pmGroup Work: Dealing with Issues based on real case examples
2.35pm - 2.50pmFeedback from Group Sessions
2.50pm - 3.05pmBreak (tea and coffee available)
2.50pm - 3.50pmInteractive Panel Session - Exploring the Anatomy and Use of Informal and Formal Resolution Mechanisms: Using Internal Systems Well, The National Codes of Practice and Accreditation and The Independent Office of the Adjudicator. Geneve Smith, Assistant Chief Executive - Housing Services, Unipol, Anne Lee, Adjudication Manager, OIA, Simon Kemp, ANUK/Unipol National Codes Administrator.
3.50pm - 4.00pmFinal Points and concluding remarks.