Tuesday 01 May 2018

How to deal with Student Accommodation Complaints, the Compensation Culture and Achieving Closure

A fully revised one day interactive seminar examining a cross section of actual student accommodation complaints: looking at how these can be approached, the role of goodwill payments or compensation and how internal dispute resolution compares with legal solutions.

Suitable for: Those at the sharp end of complaints from students about their accommodation

Spaces available

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9.30am - 9.45am Registration (tea and coffee)

Led by Martin Blakey, Chief Executive, Unipol Student Homes

9.30am - 9.45am Introduction of Delegates and Issues to Be Raised

9.45am - 10.15am Who Complains and Why?

10.15am - 10.30am Social Media and Complaints

10.30pm - 11.15am The Techniques of Dealing with a Complaint: How to Provide a Good Response

11.15am - 11.30am Break (tea and coffee available)

11.30am - 12.45pm Examining Six New Case Studies with Group Discussion and Round Table Analysis of How to Resolve and Handle Actual Cases

12.45pm - 1.30pm Lunch (provided)

1.30pm - 2.20pm The Role of the Office of Independent Adjudicator for Higher Education and the ANUK/Unipol National Codes in Complaints About Student Accommodation: What kind of complaints are made and how are they resolved with Megan Blanden, Complaints Investigator, Unipol 

Sessions Led by Hilary Crook, Solicitor, Hatch Legal

2.20pm - 2.45pm Complaints and the Law 1: What Compensation is for and How it is Calculated. Hilary Crook, Solicitor, Hatch Legal

2.45pm - 3.00pm Break (Tea and coffee provided)

3.00pm - 4.10pm Complaints and the Law 2: Analysing the Case Studies - How Would the Law Deal with These? Hilary Crook, Solicitor, Hatch Legal

4.10pm - 4.25pm Questions and closing remarks.

4.25pm Ends


This newly revised and updated one day course covers:

What kind of complaints are generated and can be expected in managing student accommodation

How to approach and assess them

Why complaints get bigger if not dealt with properly

Why having a strategy is important and how to achieve closure.

The course examines a number of established approaches and techniques that work in showing receptiveness to mistakes, dealing with try-ons and how to understand and handle the growing  compensation culture.

The course is interactive with delegates and:

• Explores a number of actual case studies in group work that demonstrate particular types of problems and approaches that can be taken inviting a critical approach

• Looks at accommodation-related cases being received by the OIA (Office of the Independent Adjudicator) and the ANUK/Unipol National Codes and sees how these are resolved

• Looks at the legal approach to compensation and goodwill payments to compare and contrast the legal approach with the informal internal resolution undertaken earlier in the day.

Cost per delegate

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

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