The Agency Business 2018 slides - main speaker hall

Scotland’s letting agent conference
The Agency Business
Welcome to
10 May 2018
Sponsors:
The Agency Business 2018

Welcome &
introduction
Sponsors:
CLA Director
Mike Campbell

Sponsors:
10 May 2018
Sli.do event code: #agentconf
Tweet #agentconf

Sponsors:
Professor Ken Gibb
University of Glasgow
The private rented sector
in the wider context of housing

The PRS in the wider
context of housing
Kenneth Gibb
Director, CaCHE
May 10 2018

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.

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.

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

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.

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?

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.

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

Sector-specific
and systemic
views
• narrow vs broad
perspectives;
• PRS professional
stakeholder view;
• policymaker lens;
• consumer attitudes.

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….

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

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.

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

Sponsors:
Carolyn Hirst
Hirstworks
Good practice in
complaints handling

Good practice in
complaints handling
Carolyn Hirst
Hirstworks
10 May 2018

Hirstworks ©
What is a complaint?
“an expression of dissatisfaction which
requires a response”

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.

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.

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.

Hirstworks ©
Seeing the same picture?

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.

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

Hirstworks ©
Mediating a resolution
Common
ground
Position Position
Needs
and
interests
Needs
and
interests

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.

Hirstworks ©
Guidance on apology
https://www.spso.org.uk/
leaflets-and-guidance
SCOTTISH PUBLIC SERVICES
OMBUDSMAN (SPSO)

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.

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.

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.

Hirstworks ©
Good practice in complaints handling
Questions?
Contact details
Carolyn Hirst
cahirstworks@aol.com
carolyn.hirst@strat.ac.uk
HirstworksHirstworks

Sponsors:
Tweet #agentconf
Morning refreshments
served in the exhibition area
Breakout sessions start 11.15am

Sponsors:
Breakout session 1
Member forum - discussion with
all your topical questions answered
Mike Campbell, Amanda Wiewiorka
and Caroline Elgar
SAL and CLA

Sponsors:
Ask your questions…
Open the browser on your smart phone/tablet
Go to www.slido.com
Enter event code: #agentconf

Sponsors:
Tweet #agentconf
Lunch is served in the exhibition area
Breakout sessions resume at 13.15

Sponsors:
Tweet #agentconf
Afternoon refreshments served in the
exhibition area
Breakout sessions resume at 14.45

Sponsors:
Alastair McKendrick
TC Young LetLaw
Data protection
and the law

General Data Protection
Regulation
Alastair McKendrick, Partner

• 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

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.

GDPR what’s changing?
• grounds for processing personal data;
• Fair Processing Notice;
• the relationship between data Controllers
and data processors;
• rights of data subjects.

GDPR what’s changing? (2)
• Data Protection Officers;
• penalties;
• reporting obligations;
• privacy impact assessments.

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.

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

Sponsors:
Closing remarks
SAL and CLA
Mike Campbell
Amanda Wiewiorka

Sponsors:
Thank you for coming
see you soon
The Agency Business

The Agency Business 2018 slides - main speaker hall

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