Settle team responsibilities
Settle team responsibilities
Joe Williams – Executive Director of Customer Services
Our Executive Director of Customer Services, Joe Williams, is responsible for our compliance with the consumer standards. He is required to ensure that Settle meet the outcomes and specific expectations of each consumer standard, taking appropriate action in any instances where we do not meet these expectations, or where we need to make improvements. Joe is further responsible for reporting Settle’s compliance with the consumer standards to the Settle Board.
The Executive Director of Customer Services is also the senior lead accountable for complaints handling at Settle. Joe is responsible for assessing any themes from the complaints reported that identify any issues or risks with the service provided, including where policy and procedure requires review. Joe also oversees the customer resolution team, who are responsible for ensuring that complaints are responded to in line with the Complaint Handling Code, as well as in line with Settle’s own complaints policy and complaints procedure. Joe reports to the Settle Board about complaints handling and customer resolution.
Complaint learning is reported monthly to our Tenant and Resident Assurance Panel. This panel is attended by members of the Executive and Leadership team, who take collective responsibility for ensuring we have a culture of learning at Settle. Learnings are shared widely with colleagues through our monthly team brief, which all colleagues are expected to attend.
Members of the Settle Board and Committees of the Board regularly assess and review the handling of complaints at Settle, to ensure that Settle complies with all requirements as set out in the Complaint Handling Code. The Chair of the Operations Committee and Board member, Hasani Jess, is the Member Responsible for Complaints.
The role of the Operations Committee is to support the Board to ensure effective frameworks and opportunities are in place to enable, encourage and support residents to engage with, influence and contribute to how we make decisions, alongside the operational delivery of our plans. The Operations Committee, which includes residents and independent members, reports to the Board on complaints handling and our compliance with the consumer standards.