Damp & Mould – getting the customer service process right for tenants (May)

Wednesday 3rd May: 10.00am - 12.00pm

Using insight from Tenants and sector good practice we’ll explore practical customer focussed approaches to help organisations respond positively, proactively and with empathy to tenants concerns around damp and mould.

We will specifically focus on the mindset, language, tone and actions needed to provide a supportive, inclusive and person-centred service experience for tenants.

During this interactive and informative session, we will work through a range of key think points, from support, accessibility of reporting systems and taking ownership, through to communications and aftercare.

The session is designed to provide delegates with approaches which they can develop further and apply at their organisations. The intention is to introduce, refresh, and inspire in a relaxed and thought-provoking environment – with plenty of chat and interaction.

• Technical aspects of damp & mould; types, causes, assessment, detection, treatment etc
• Damp & Mould advice/prevention related information
• Legal matters, inc Claims Management Companies

Who’s the session for – this workshop session is for staff with responsibility for related areas such as: asset management, repairs, customer service, complaints and service improvement.

• Tenants: £29+VAT
• Staff/Board (members organisations): £59+VAT
• Staff/Board (non-member organisations): £119+VAT

• This is an online interactive training workshop via Zoom
• The session will not be recorded
• As this will be an interactive workshop you will be asked to turn your cameras on.
• Break out rooms may also be used to enable discussion and sharing of good practice
• The delegate rate is for one person not a group booking – each attendee needs to register individually

Session Facilitator – David Lloyd 

Book your place via this Zoom link: https://us02web.zoom.us/meeting/register/tZYlc-mgqDIrEt1yw5s18sYi8Pm5Bdo0X9Ya

• All cancellations for paid events must be made by email to [email protected]  If you cancel your place less than 2 working days before the online event you will incur the full cost.
• If you are unable to attend, you can send a substitute delegate at no extra cost.  All substitute delegates must be notified to [email protected]
• If you fail to attend a paid, online sessions, you will be charged the full cost of attendance.
• Once we have received your cancellation, we will forward you a confirmation of your cancellation.
• For our paid events please note, one paid registration may only be used by one person, and the sharing of joining links /screens is prohibited. Therefore, each person attending this event must have a separate registration.

We aim to make sure that all online events run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel an event. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled event we will give you a full refund. Should we run the event again, we will give you priority