On Monday 7th September we held a very thought-provoking and practical Customer Day. We were joined by around 60 of our social housing customers to work through three main themes:
- Customers homes are under water – HELP!
- Responding to a major fire incident
- Overview of Health & Safety Legislation and its practical application
Customers homes are under water. David Cobbold & John Carey, GAB Robins Loss 
Adjusters
Using experience and learning points from the flooding of over 800 properties in Castle Morpeth in September 2008, attendees were asked to get straight to work thinking about the immediate issues facing the affected Registered Social Landlords in respect of:
- Their tenants
- Press/public relations
- Local Authorities
- Health & Safety
Once everyone had fed back their thoughts, David and John took us through the Zurich/GAB Robins strategy and how this had proved successful in getting many tenants back home by Christmas.
After a quick break for coffee, the attendees went back to work, this time the scenario was led by Tom Shewry, Head of Housing, Zurich Municipal. He challenged the attendees to respond in real time to a major fire at one of their blocks of flats.
Everyone was asked to gather their thoughts and to share what they would do in the crucial first few hours. This highlighted some important issues to consider, such as the protection of reputation and the importance of communications as well as the more obvious actions like re-housing tenants.
After sharing the learning points, the scenario was moved on and we looked at what our attendees could be doing throughout the day should they find themselves in this type of situation.
For the third session, Andrew Ellis from Forbes Solicitors took attendees through an overview of Health and Safety legislation which focused on:
- Health & Safety at Work Act 1974
- The European influence
- The political agenda
- The importance of the victim
After explaining how this all linked into Corporate Manslaughter and Corporate Homicide Act 2007, attendees were again asked to consider this in the context of a case study.
This was followed up with a session on when the police/health executive become involved and what to expect if you are called to a coroners inquest.
The day presented our customers with a great opportunity to network with one another, whilst taking back valuable insight and information to their colleagues to support their work.
We received great feedback from the day with lots of ideas for future content:
“Probably the best customer day I've been to and very beneficial.”
Maura Goddard, Housing Solutions Group
“The day was very interesting and very well organised I
thought, many thanks.” Karen Alcock, Greenfields Community
Should you wish to attend a future event please contact your usual representative.
