Handling Customer complaints in an ever-changing environment

Keynote talk at the TPAS Housing Professionals Conference

 

As CEO of Osprey Housing, Stacy Angus has been in the social housing sector for 16 years.  Stacy is passionate about customer service and committed to driving high standards of service and quality, open and transparent communication between her staff and the tenants and community groups they engage with.  

 

Customer complaints are a difficult element of any landlord’s day-to-day activities and Osprey Housing are no different!  Managing these complaints effectively can directly impact performance and organisations need to consider internal learning processes to continually improve their service offering.

 

In her talk at the TPAS Housing Professionals Conference, Stacy will share the journey of the customer complaint process from the initial submission through to resolution.  Through case studies, Stacy will also explore the impact of COVID on both staff and tenants and how proactively managing tenant complaints has become more complex in an ever-changing environment.  

 

Stacy said, “Dealing with customer complaints is often regarded as a challenging aspect of tenancy management, but it is so important to consider how you handle them as part of your customer service strategy and share the learning from each case you deal with.  The TPAS Housing Conference is a great opportunity for organisations working across TP to come together to share ideas and best practice, creating effective strategies that work widely across the whole sector to ultimately improve tenant services.  I’m really looking forward to meeting friends old and new at this year’s event.”  

 

If you haven’t yet signed up for this year’s TPAS Housing Professionals Conference taking place in Dundee from 23rd to 24th November, you can register here.   Please note there are only 10 spaces left!