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mmgood@southwestwater.co.uk

Journal issue 4

Autumn 2022 Journal Issue 12

CX Lounge Report 22.11.22

Financial Services focus group report no.4 (2022 series)

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Financial Services FG report 5

Journal issue 11

Journal issue 4

Journal issue 10

Journal issue 3

Journal issue 9

Journal issue 2

Journal issue 8

Journal issue 1

Journal issue 7

Journal issue 6

Programme Guide 2023

Programme Guide 2023 Linkedin Version

Journal issue 5

Birmingham Conference slides 

New Members Doc for Premium

Brochure 2023 
Complaints Forum
 

Journal Issue 16

Journal issue 13 Feb 2023

Focus Group Report - vulnerability across sectors 2020-2021

Journal issue 14

Journal issue 15

Vulnerability Summit 2025 agenda hi

Public speaking slides

London Conference Slides 2024

C&Re Slides 2024

Compassion Fatigue
Complaints Training Module 2
Complaints Training Module 1
Fraud & Scams May 2024
Vulnerability Week UK 2024: Barriers faced by your customers in prison
Vulnerability Week UK 2024: NatWest’s Inclusive Design Panel
Vulnerability Week UK 2024: DOES TAILORED SIGNPOSTING DRIVE BETTER OUTCOMES?
Vulnerability Week UK 2024: Helping customers to access unclaimed benefits
Vulnerability Week UK 2024: Economic Abuse and Proactive Responses
Vulnerability Week UK 2024: An Introduction to the Deaf Community and British Sign Language

Manchester Regional Gathering

Vulnerability Week UK 2024: Money and Mental Health
Vulnerability Week UK 2024: Vulnerability Summit MASTER SLIDES FINAL
Special Interest Group '24: Collections & Recoveries
Manchester Regional Gathering July '24

Journal Issue 17

Special Interest Group: Collections & Recoveries - 8th October '24 - IE Hub Presentation
Special Interest Group: Collections & Recoveries - 8th October '24 - National Support Network’s Presentation

Members programme for 2025

How the Consumer Duty impacts the Ombudsman’s decision-making 13th Nov '24
The Illegal Money Lending Team Nov 26th '24
 
Supporting customers with gambling, alcohol and substance dependency
Escalated Complaints: Mitigating Escalation & Improving your Relationship with the Ombudsman.
Uncovering Hidden Barriers of Disclosing Vulnerabilities
March - Newsletter '25
Collab Hour with Alex RR
Get Compliant! Module 1
Money & Mental Health new research findings
April - Newsletter '25
Third Party Oversight
Aptean's session on AI May '25
Dereks's Workshop on AI May '25
GetCompliant M3 Square 4 May '25
Safeguarding CX M2 May '25

Special Interest Group: Collections & Recoveries - 10th September '24 - Money & Mental Health’s Presentation

Special Interest Group: Collections & Recoveries - 10th September '24 - GamCare’s Presentation
Edinburgh Regional Gathering Sept '24
Regulator's Room with Ofgem Oct '24
Conference & Awards Ceremony 2024
Vulnerability Training Series Module 5: Checking Customer Understanding
Vulnerability Training Series Module 6: Suicide First Aid with Jamie Compton-Rea from NCSPET CIC - Suicide First Aid®
The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management - Harry Nolan & Fran Duwe from Aptean Respond - 
Approach to digital Service - StepChange, 21st of Nov
 
Harnessing AI fro Quality Assurance - Coeo, 21st of Nov
 
Neuroinclusion in the Workplace Part I
Housing & Utilities Congress 2025
 
Session Notes by Elev8 C&C M1
Coeo 3rd April session 
Collab Hour with Step Smit
Trust Research the big window
VCG Feb Minutes
Culture & Climate with Hannah Gibson
Delegate Pack Trust Seminar '25
End of May - Newsletter '25
Culture & Climate May '25 slides
Alzheimer's fundraising pack
 
VW - Guide to write impact insights
Summer '2025 - Collaboration Insights - VW'25 Focused
Awards Brochure 2025
Awards Ceremony Menu 2025
SOS Delegate pack
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