Settle team responsibilities
Settle team responsibilities
On this page, you can learn more about the roles and responsibilities of our colleagues and Board members who oversee complaints handling, consumer regulations and health and safety.
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.
Managing Director – Health and safety lead
Managing Director, Dean AndersonOur Managing Director, Dean Anderson, is our health and safety lead at Settle.
Our health and safety lead is required by the Social Housing Regulation Act 2023 to:
- Monitor Settle’s compliance with health and safety requirements.
- Assess risks of failure to comply with health and safety requirements.
- Notify the Settle Board of risks of, and actual, material failures to comply with health and safety requirements.
- Provide advice to the Settle Board on how to address risks and failures to comply with health and safety requirements.
The Social Housing Regulation Act also requires Settle to ensure that the health and safety lead has sufficient authority (including, in particular, authority to obtain information) within the organisation and the ability to devote enough time to perform the role effectively. Settle must also provide the health and safety lead with the resources needed to carry out the functions of the role.
We have a Health, Safety, and Wellbeing Board, chaired by one of our Executive Directors on behalf of our chief executive. The group meets every 6 weeks to keep oversight of and make decisions on matters linked to the health, safety, and wellbeing of all residents and colleagues. This group provides a report to the Settle Board on a bi-annual basis.