{"podcast":{"title":"The Social Housing Round Table","slug":"the-social-housing-round-table-7157271","podcast_index_feed_id":7157271,"rss_url":"https://feed.podbean.com/theshrt/feed.xml","website_url":"https://theshrt.podbean.com","image_url":"https://pbcdn1.podbean.com/imglogo/image-logo/16502339/SHRT_YouTube_Profile_Logo_Darkabjjc.png","author":"Matthew Baird","episode_count":100,"summary":"Join Matthew Baird for a free, weekly networking forum discussing anything and everything in Social Housing with a different guest speaker each week. The idea? To challenge the mindset that the sector can’t be changed with small steps as well as large ones whilst giving everyone a free voice for change.","last_synced_at":"2026-07-15T06:17:35.165756+00:00","page_url":"https://stenobird.com/podcast/the-social-housing-round-table-7157271"},"episode":{"title":"Complaints: Resolution vs Culture","slug":"complaints-resolution-vs-culture","published_at":"2026-03-03T19:30:58+00:00","page_url":"https://stenobird.com/podcast/the-social-housing-round-table-7157271/complaints-resolution-vs-culture","show_page_url":"https://stenobird.com/podcast/the-social-housing-round-table-7157271","url":"https://theshrt.podbean.com/e/complaints-resolution-vs-culture/","audio_url":"https://mcdn.podbean.com/mf/web/sf2nus6wwjxb3uy5/030326_RT_Audio9idd6.mp3","summary":"In this Social Housing Round Table session, hosted by Elaine Middleton, we were joined by Elena Boyle from EVMB Consulting Ltd to explore a crucial question for the sector: are we focusing on complaint resolution, or on complaint culture? The discussion looked beyond process and timescales to examine how organisational culture shapes the way complaints are received, investigated and learned from. Elena shared insight into the difference between simply closing cases and genuinely resolving issues, and challenged providers to consider whether their systems support openness, accountability and learning. This session offers valuable reflection for anyone involved in complaints handling, governance or leadership within social housing. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.","meta_description":"In this Social Housing Round Table session, hosted by Elaine Middleton, we were joined by Elena Boyle from EVMB Consulting Ltd to explore a crucial questi…","key_points":[],"chapters":[],"topics":[],"duration_seconds":3691,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-social-housing-round-table-7157271/episodes/complaints-resolution-vs-culture/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/the-social-housing-round-table-7157271/complaints-resolution-vs-culture.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}