Tuesday 06 March 2018

Code Complaints: Avoid or Embrace? A Course for Members of the National Codes

ANUK/Unipol National Codes of Standards

This event will provide participants with some insight into the operations of the National Codes’ complaints procedures, demystifying how it works and equipping you to respond appropriately to this formal system.

The event will help you to develop strategies to assist you in resolving issues be proactively embracing and owning issues, but then also how to avoid issues reoccurring in future.

Suitable for: all staff working in purpose built accommodation but particularly those on the front line who receive and handle complaints. This event will be of particular help to staff who are new into their role or the PBSA sector

Spaces available

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Agenda

10.00am - 10.25am Registration and Coffee

10.25am - 10.35am Welcome and Introductory Remarks. Martin Blakey, Chief Executive, Unipol Student Homes

10.35am – 11.15am An Overview of the Codes - How the Codes are governed and what membership of them means for both providers and students living in that accommodation. Simon Kemp, ANUK/Unipol National Codes Administrator

11.15am - 11.25am Break (tea and coffee available)

11.25am - 12.00pm Making Use of the Self-Assessment - An analysis of the self-assessment process and how it might help predict likely disputes/complaints. Simon Kemp, ANUK/Unipol National Codes Administrator

12.00pm - 12.45pm Verifying Compliance with the Codes - How compliance with each of the Codes is verified. David Robertson, National Code Verifier

12.45pm -1.30pm Lunch (provided)

1.30pm - 2.20pm An Overview of Code Complaints -  An analysis of which aspects of the Codes have been subject to the most complaints and why, and how members have reacted to these and some tips on best practice Megan Blanden, Unipol Complaints Investigator

2.20pm - 3.00pm Group work to consider actual complaint case studies Megan Blanden and Simon Kemp

3.00pm - 3.10pm Break (tea and coffee provided)

3.10pm - 4.00pm Operation of the Tribunal Procedures - What happens when a complaint is escalated to the final stages of the complaints procedures, to include some examples of previous cases. Simon Kemp, National Codes Administrator

4.00pm - 4.40pm Questions and Discussions

4.40pm - 4.45pm Closing Remarks

 

 

Synopsis

It is an unavoidable fact of running purpose built student accommodation that things will go wrong and tenants will feel the need to complain. However difficult they are to deal with in the moment, complaints can often be a positive learning experience that can provide insight into areas where your organisation can improve is processes and customer services.

In addition, students living in properties covered by the ANUK/Unipol Codes can make complaints to the National Codes Administrator and it can seem a daunting prospect to receive a complaint this way.

The event will provide participants with some insight into the operations of the National Codes’ complaints procedures, demystifying how it works and equipping you to respond appropriately to this formal system. The event will help you to develop strategies to assist you in resolving issues be proactively embracing and owning issues, but then also how to avoid issues reoccurring in future

Learning and other outcomes from this event:

•  A thorough understanding of how the Codes operate and why this important to understand in relation to complains received under the scheme

•  The ability to prepare for and undertake the Self-Assessment Process in the Code and how to use this as a learning tool to improve procedures

•  Information on the most common areas of complaints that Unipol receives and good practice examples of how to resolve them

•  Time to meet others in similar positions and share experiences of complaint handling

•  An understanding of what happens when complaints cannot be resolved and are progressed to the National Codes Tribunal

•  An opportunity to meet and hear from key staff who operate the National Codes

The event is participatory, with opportunities for group work and networking with colleagues to share experiences. Real life case studies will be used to guide learning, and delegates are asked to think about and share any relevant complaints they have dealt with.

Feedback from previous events:

•  “I just wanted to say that I found the day very informative, relevant and it was good opportunity to ask questions and meet other people in similar roles"

•  “I feel I am taking away a lot of good practise that I can use in future”

•  “Engaging, useful and applicable”


Speakers

Simon Kemp, National Code Administrator, Unipol Student Homes
Simon has worked at Unipol since 2002. Currently he administers the two ANUK/Unipol National Codes for Large Student Developments, covering around 300,000 bed spaces throughout the UK.

Martin Blakey, Chief Executive, Unipol Student Homes
Martin Blakey has worked in the student accommodation area for over 25 years with a wide experience of all kinds of student housing, from off-street to purpose built properties. Has worked closely with HEIs, Local Authorities, Governments and major supplier to raise housing standard and widen student choice and expectations. As Chief Executive of Unipol, (a charity focusing on student housing) Martin helped develop a portfolio housing 3,000 students in Leeds, provides services to around 15 HEIs, accredits just over 315,000 bed spaces and operates the main training programme for those involved in student accommodation

Megan Blanden, Unipol Codes Complaints Investigator
Megan is responsible for all complaints under Unipol’s accreditation schemes and deals with about 200 cases per year, making sure the complaints process is simple, clear and fair to both students and landlords. Megan studied Global Development at the University of Leeds.

Cost per delegate

Normal Delegate Rate - £285
Friends of Unipol Rate - £250

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