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The Agency Business 2018 slides - main speaker hall

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Slides from sessions by Professor Ken of University of Glasgow, Carolyn Hirst of Hirstworks and Alastair McKendrick of TC Young LetLaw

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The Agency Business 2018 slides - main speaker hall

  1. 1. Scotland’s letting agent conference The Agency Business Welcome to 10 May 2018 Sponsors: The Agency Business 2018
  2. 2. Welcome & introduction Sponsors: The Agency Business 2018 CLA Director Mike Campbell
  3. 3. Sponsors: Scotland’s letting agent conference 10 May 2018 Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018
  4. 4. Sponsors: Professor Ken Gibb University of Glasgow The Agency Business 2018 The private rented sector in the wider context of housing
  5. 5. The PRS in the wider context of housing Kenneth Gibb Director, CaCHE May 10 2018
  6. 6. A new housing research centre for the UK • Objectives: 1. Establish an independent research centre. 2. Provide a pipeline of evidence. 3. Embed evidence in housing policy & practice. 4. Promote innovation and encourage and facilitate robust housing evidence. 5. Promote effective utilisation of available data through its development, integration and sharing. 6. Learn from housing’s past to inform the future.
  7. 7. A new housing research centre for the UK • Distinctiveness: 1. Multi-disciplinary, plural methods and all-UK. 2. Consortium, collaboration and partnership. 3. Knowledge and learning. 4. Responsive mode. 5. Capacity building. 6. Seven overarching themes and geography.
  8. 8. the housing market Economy Choice & Aspiration Housing and other complex systems PlaceGovernance Home- lessness Our themes Knowledge exchange hubs Scotland Wales Northern Ireland North England & Midlands London and the South UK level (international advisory board) Housing as a system: Interdependence Complexity Feedbacks and recursiveness External drivers Evidence LHSA & HNDA
  9. 9. What are we doing? • setting up a distributed research centre; • exemplary projects and PhDs; • responsive mode – social housing in England; • establishing KE hubs and resident voice focus groups; • Tobin prioritization exercises; • Scottish housing policy conference in June; • secondments, early career researcher network, and other capacity-building; • establishing strategic partnerships: HSA, CHI and others coming soon.
  10. 10. Putting the PRS in context? What do we mean by context? Three perspectives: • short term versus longer term; • different places, alternative views; • sector-specific and systemic views. What lessons can we draw for the Scottish PRS?
  11. 11. Short run versus longer term • lead and lag indicators; • short run requirements; • signal and noise; • shocks and uncertainty; • long term trends and volatility; • embracing different time frames; • key lessons.
  12. 12. Different places, alternative views • inter-regional variations in rents, demand and activity: - distinguishing levels and rates of change; • urban vs rural and suburban vs city centre; • spatial variations over time: - ripple effects; - suburbanisation of poverty; • key lessons. Source: Creative Commons
  13. 13. Sector-specific and systemic views • narrow vs broad perspectives; • PRS professional stakeholder view; • policymaker lens; • consumer attitudes.
  14. 14. Sector-specific and systemic views cont. • housing as a system: emergence, interdependence, feedback & dynamics; • the PRS within a system and some consequences; • key lessons; • and it is not as if the PRS is one coherent market or entity….
  15. 15. Figure 1 – note heterogeneity within individual elements. Demand •Key Workers •Tied Workers •Generation Rent •Easy Access •Students •Homeless & Vulnerable •Low Income tenants •Short Term Lets Intermediaries/Regulators •Local Authorities (multiple roles) •Housing Benefit/LHA •Dispute Resolution & Redress •Deposit Schemes •Letting Agents & Websites Supply •Buy to Let •Build to Rent •Student Purpose-built •Mid Market Rent •RSL Private Rent •Social Enterprise •Short Term Lets Figure 1: Segmenting the Private Rented Sector
  16. 16. Where are we going? • first time buyers and rental affordability; • welfare benefits, the precariat and demand stability; • Brexit and macro uncertainty; • devolved-reserved tensions; • future of returns to owning and rental; • evaluating the recent Scottish reforms.
  17. 17. How can we work with you? • find out more about us http://housingevidence.ac.uk; • sign up to our newsletter and contact list and look out for policy briefings, reports, events, meetings, etc.; • talk to us about how we might work with you; • Scottish housing policy conference in June; • and you can contact me at Ken.Gibb@Glasgow.ac.uk
  18. 18. Sponsors: Scotland’s letting agent conference 10 May 2018 Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018
  19. 19. Sponsors: Carolyn Hirst Hirstworks The Agency Business 2018 Good practice in complaints handling
  20. 20. Good practice in complaints handling Carolyn Hirst Hirstworks 10 May 2018
  21. 21. Hirstworks © What is a complaint? “an expression of dissatisfaction which requires a response”
  22. 22. Hirstworks © What do complainants want? • to know who is dealing with the complaint; • to be listened to and believed; • to be treated fairly and efficiently; • to be kept informed of progress; and • to believe that professionals are committed to the people they are serving and will take responsibility and ownership for the services they deliver.
  23. 23. Hirstworks © 1. Have a simple and timely process • recognise what is a complaint and when you do, deal with it proactively; • try to resolve complaints as early and as quickly as possible; • have as few stages in your complaints process as possible – two stages is enough; • publish your time-scales for responding; • all staff should know and understand the complaint handling process.
  24. 24. Hirstworks © 2. Be objective, impartial and fair • hear the concerns – try to listen with a view to understand, not to defend; • show empathy – demonstrate that you can ‘see the same picture’; • be as impartial as you can when gathering and establishing the relevant facts; • wherever possible don’t investigate yourself; • give reasons for your decisions; • advise about ‘next steps’ if not resolved.
  25. 25. Hirstworks © Seeing the same picture?
  26. 26. Hirstworks © Seeing the same picture?
  27. 27. Hirstworks © 3. Resolve whenever possible • complaints can be experienced as win or lose; • negative feelings and actions if think have ‘lost’; • impacts on future relationships; • there are two sides to every story; • understand and work with the conflict; • can be helpful to negotiate/mediate a resolution.
  28. 28. Hirstworks © People in conflict Express a strong sense of grievance Think their solution (outcome) is the only one Validate and invalidate – collect evidence to prove they are right and the other is wrong Ignore common ground Seek to win at the expense of the other 28
  29. 29. Hirstworks © Mediating a resolution Common ground Position Position Needs and interests Needs and interests
  30. 30. Hirstworks © 4. Say sorry • it’s OK to say sorry; • saying sorry is an expression of regret not an admission of liability; • apologise when you have got it wrong; • a good apology includes reason, regret and remedy; • make sure you apologise to the right person.
  31. 31. Hirstworks © Guidance on apology https://www.spso.org.uk/ leaflets-and-guidance SCOTTISH PUBLIC SERVICES OMBUDSMAN (SPSO)
  32. 32. Hirstworks © 5. Do what you say you are going to do • know what is in documents and contracts; • meet your response times – or say why you cannot before the stated time; • keep your promises and commitments; • make sure that you don’t repeat your mistakes.
  33. 33. Hirstworks © 6. Use complaints to improve your service • see complaints as being free feedback; • the work doesn’t end after the complaint has been closed; • use complaint information to measure performance, identify trends and decide what can be done improve your service.
  34. 34. Hirstworks © In summary 1. Have a simple and timely process. 2. Be objective, impartial and fair. 3. Resolve whenever possible. 4. Say sorry. 5. Do what you say you are going to do. 6. Use complaints to improve your service.
  35. 35. Hirstworks © Good practice in complaints handling Questions? Contact details Carolyn Hirst cahirstworks@aol.com carolyn.hirst@strat.ac.uk HirstworksHirstworks
  36. 36. Sponsors: Scotland’s letting agent conference Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018 Morning refreshments served in the exhibition area Breakout sessions start 11.15am
  37. 37. Sponsors: Breakout session 1 Sli.do event code: #agentconf The Agency Business 2018 Member forum - discussion with all your topical questions answered Mike Campbell, Amanda Wiewiorka and Caroline Elgar SAL and CLA
  38. 38. Sponsors: Ask your questions… The Agency Business 2018 Open the browser on your smart phone/tablet Go to www.slido.com Enter event code: #agentconf
  39. 39. Sponsors: Breakout session 1 Sli.do event code: #agentconf The Agency Business 2018 Member forum - discussion with all your topical questions answered Mike Campbell, Amanda Wiewiorka and Caroline Elgar SAL and CLA
  40. 40. Sponsors: Scotland’s letting agent conference Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018 Lunch is served in the exhibition area Breakout sessions resume at 13.15
  41. 41. Sponsors: Scotland’s letting agent conference 10 May 2018 Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018
  42. 42. Sponsors: Breakout session 1 Sli.do event code: #agentconf The Agency Business 2018 Member forum - discussion with all your topical questions answered Mike Campbell, Amanda Wiewiorka and Caroline Elgar SAL and CLA
  43. 43. Sponsors: Ask your questions… The Agency Business 2018 Open the browser on your smart phone/tablet Go to www.slido.com Enter event code: #agentconf
  44. 44. Sponsors: Breakout session 1 Sli.do event code: #agentconf The Agency Business 2018 Member forum - discussion with all your topical questions answered Mike Campbell, Amanda Wiewiorka and Caroline Elgar SAL and CLA
  45. 45. Sponsors: Scotland’s letting agent conference Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018 Afternoon refreshments served in the exhibition area Breakout sessions resume at 14.45
  46. 46. Sponsors: Scotland’s letting agent conference 10 May 2018 Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018
  47. 47. Sponsors: Breakout session 1 Sli.do event code: #agentconf The Agency Business 2018 Member forum - discussion with all your topical questions answered Mike Campbell, Amanda Wiewiorka and Caroline Elgar SAL and CLA
  48. 48. Sponsors: Ask your questions… The Agency Business 2018 Open the browser on your smart phone/tablet Go to www.slido.com Enter event code: #agentconf
  49. 49. Sponsors: Breakout session 1 Sli.do event code: #agentconf The Agency Business 2018 Member forum - discussion with all your topical questions answered Mike Campbell, Amanda Wiewiorka and Caroline Elgar SAL and CLA
  50. 50. Sponsors: Scotland’s letting agent conference 10 May 2018 Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018
  51. 51. Sponsors: Alastair McKendrick TC Young LetLaw Data protection and the law The Agency Business 2018
  52. 52. General Data Protection Regulation The Agency Business 2018 Alastair McKendrick, Partner
  53. 53. • Personal data is defined as: data which relate to a living individual who can be identified: – from this data, or – from this data and other information which is in the possession of, or is likely to come into the possession of, the data controller, – and includes any expression of opinion about the individual and any indication of the intentions of the data controller or any other person in respect of the individual. Personal data
  54. 54. The General Data Protection Regulation • shift to GDPR on 25th May 2018; • GDPR will be directly effected in the UK and will replace the DPA; • GDPR will apply to all use of personal data of EU citizens.
  55. 55. GDPR what’s changing? • grounds for processing personal data; • Fair Processing Notice; • the relationship between data Controllers and data processors; • rights of data subjects.
  56. 56. GDPR what’s changing? (2) • Data Protection Officers; • penalties; • reporting obligations; • privacy impact assessments.
  57. 57. Compliance procedures • audit documentation; • review basis for processing; • speak to your third party processors; • finalise procedures for distributing Fair Processing Notice; • consider procedures for handling breaches and data subjects’ requests.
  58. 58. Alastair McKendrick Email: awm@tcyoung.co.uk Tel: 0131 220 8740 Website: www.tcyoung.co.uk Read our blog: www.tcyoung.co.uk/blog Follow us on twitter: @TCYoungLLP
  59. 59. Sponsors: Scotland’s letting agent conference 10 May 2018 Sli.do event code: #agentconf Tweet #agentconf The Agency Business 2018
  60. 60. Sponsors: Closing remarks The Agency Business 2018 SAL and CLA Mike Campbell Amanda Wiewiorka
  61. 61. Sponsors: Thank you for coming see you soon The Agency Business The Agency Business 2018

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