Thursday 02 November 2017

Code Complaints: Avoid or Embrace?

ANUK/Unipol National Codes of Standards

This one day seminar will provide participants with some insight into the operations of the ANUK/Unipol National Codes’ complaints procedures and seek to develop strategies to assist members of the Codes. . 

Suitable for: Staff managing purpose-built student accommodation who have responsibility for handling complaints

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 - 12.15pm 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

12.15pm - 1.15pm Verifying Compliance with the Codes- How compliance with each of the Codes is verified. To be led by a member of the Verification Team

1.15pm -2.00pm Lunch (provided)

2.00pm- 3.00pm 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. This will include some case studies. Megan Blanden, Unipol Complaints Investigator

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

3.10pm - 4.25pm Operation of the Tribunal Procedures- What happens when a complaint is escalated to the final stages of the complaints procedures, to include a role-play of a meeting of the Full Tribunal. To be led by the Chair and Vice Chairs of the Tribunal

4.25pm - 4.40pm Questions and Discussions

4.40pm - 4.45pm Closing Remarks

This is a working agenda and is subject to change

Synopsis

The event will provide participants with some insight into the operations of the ANUK/Unipol National Codes’ complaints procedures and seek to develop strategies to assist members of the Codes. It will give insight into how to avoid code complaints arising as well as embrace them when they do.

The event has been designed to be participatory, with opportunities for small group work. The event will be especially useful for staff managing purpose-built student accommodation who have responsibility for handling complaints.

Cost per delegate

Normal Delegate Rate - £270
Friends of Unipol Rate - £235

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