Friday 13 December 2019

155-157 Woodhouse Lane, Leeds, LS2 3ED

Dealing Effectively with Student Accommodation Complaints - Culture, Compensation and Closure

This one day interactive course has been updated and revised using new case studies as the basis for establishing a culture both open to complaints and able to handle them, effectively. There is a new section on avoiding complaints relating to new buildings and dealing with complaints that will inevitably arise if a building is late.

 

Spaces available

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Agenda

9.30am - 9.45amRegistration (Tea and coffee available)

9.45am - 10.05amIntroduction of Delegates and Issues to Be Raised

10.05am - 10.35amWho Complains and Why?

10.35am - 10.50amSocial Media and Complaints

10.50am - 11.10amAvoiding Complaints: New Buildings and Late Buildings

11.10am - 11.25amBreak (Tea and coffee available)

11.25am - 12.30pmThe Techniques of Dealing with a Complaint: How to Provide a Good Response and the role of compensation

12.30pm - 1.20pmLunch (Provided)

1.20pm - 2.20pmExamining Six Case Studies with Group Discussion and Round Table Analysis of How to Resolve and Handle Actual Cases

2.20pm - 2.35pmBreak (Tea and coffee available)

2.35pm - 3.05pmPractical Pointers on Operating a Complaints System: Visibility, receiving complaints, staff training, reviewing complaints Laura Cryer, Team Leader and previously Complaints Administrator, Unipol Student Homes

3.05pm - 3.15pmQuestions and discussion

3.15pm - 3.45pmThe Role of the Approved National Codes and the Office of the Independent Adjudicator in relation to Accommodation Complaints What kind of complaints are made and how are they resolved

3.45pm - 4.00pmConcluding remarks and End

 

 

Details

The one day interactive course has been updated and revised using new case studies as the basis for establishing a culture both open to complaints and able to handle them, effectively. There is a new section on avoiding complaints relating to new buildings and dealing with complaints that will inevitably arise if a building is late.

When things go wrong in student accommodation, tenants judge your organisation based on the response they received: were you fair, timely and reasonable? Failing to get a handle on complaints leads to a poor tenant experience and in the worst cases, a failure to respond adequately is often punished with poor reviews and bad publicity online and on social media. In addition it can lead to external complaint processes like the OIA or the ANUK/Unipol Tribunal becoming involved.

This one day course covers:

  • What kind of complaints are generated and can be expected in managing student accommodation?
  • how to approach and assess them
  • how to react to complaints about new and later buildings
  • 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 compensation culture.

The course is interactive with delegates and:

  • explores actual case studies including 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

 

This course is led by Martin Blakey, Unipol’s Chief Executive.

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 3,300 students in Leeds, provides services to around 15 HEIs, accredits just over 335,000 bed spaces and operates the main training programme for those involved in student accommodation. The mission continues.

 

 

 

Cost per delegate

Normal Delegate Rate - £225

Friends of Unipol Rate - £195

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