Information & advice

Complaints handling
Woburn House Conference Centre‚ London
Held on Wednesday 8 November 2006

Thank you to everyone who attended our leasehold conference.

We had an excellent line-up of speakers. Presentations can be downloaded at the bottom of this page.

The speakers were:

• Rafael Runco‚ Deputy Ombudsman‚ Housing Ombudsman Service
  Learning from recent HOS determinations
• Siobhan McGrath‚ Chief Executive‚ Residential Property Tribunal Service (RPTS)
  Learning from recent LVT decisions
• Christine Mullen‚ Customer Services Manager‚ Peverel
  Good practice in complaints handling in the private sector
• Debbie Matusevicius‚ Leasehold Consultant for Guardian Management Services‚ Anchor Trust
  Good practice in complaints handling in the RSL sector
• Ben Young‚ Chief Executive‚ Retirement Lease Housing Association (RLHA)
  The importance of resident consultation
• Dave Walker‚ Southwark Mediation Centre
  The role of mediation within the complaints process
  

Dave Walker gave an impromptu and inspiring talk about the values and use of mediation within the complaints process. It is not available electronically. You had to be there!

AIMS subscribers are entitled to a 50% reduction in the attendance fee. See 'Subscribe to AIMS' page for full details of benefits.

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