Overview

01 Mar, 20229:00 am-12:50 pm02 Mar, 20229:00 am-12:40 pm
Online

 

The Tenant Engagement and Satisfaction Conference will provide the opportunity for delegates to analyse the Social Housing White Paper one year on, and reflect upon how it has impacted the social housing sector. Participants will hear directly from the  Housing Ombudsman, Regulator of Social Housing and Department for Levelling Up, Housing and Communities (DLUHC), sharing insights into how these regulatory requirements have impacted housing associations as well as what the future looks like. In addition, award winning case studies shared best practice methods to enhance tenant satisfaction, increase tenant engagement and improve the complaints process.

Key Features of an Online IG Event

  • Match making networking and live delegate meet ups
  • Replay functions so you never miss a session
  • Live chat, questioning and polling tools
  • Real time resources and presentations
  • Next generation conference engagement platform
  • Topic based discussion groups

Agenda

  • Day 1
  • Day 2
9:00 am
Your Tour of the Online Platform

Before proceedings get underway, this short explainer session will explore how you can get the most out of our new next generation Conference platform.

Our IG Team will run through how to make virtual connections, creating networking meet ups, accessing content on demand and how to use our new Q&A, chat functions and virtual polling tools.

9:30 am
Chair’s Welcome Address

This address will explore the key challenges to be discussed throughout the day, including tenant engagement and satisfaction.

Professor Jo Richardson
Professor Jo Richardson
Professor of Housing & Social Inclusion and Vice President
De Montfort University and Chartered Institute of Housing
Confirmed
9:40 am
Regulator Guidance Update: The Role of the Regulator and the Future Inspection Programme, One Year On
  • Outlining how the white paper gives greater powers to the regulator to intervene and what this means in practice
  • Understanding how the enforcement powers of the Regulator have been strengthened, including the ability to inform landlords of inspections only two days in advance and to place performance improvement plans on landlords
  • Sharing insights into the development of the new inspections programme and outlining regulatory expectations of social landlords within inspection
  • Discussing the next steps for implementation of these measures and guidance for social landlords to prepare for these in advance

This session will be followed by 10 minutes of questions and answers

Kate Dodsworth
Kate Dodsworth
Director of Consumer Regulation
Regulator of Social Housing
Confirmed
10:10 am
The Social Housing White Paper: Where Are We Now?
  • Reflect upon how housing associations have responded to the increased responsibilities the white paper placed on them, such as the requirement to publish data on tenant satisfaction, a new set of tenant satisfaction measures, a new ‘access to information’ scheme for tenants and a requirement to evidence tenant engagement, and what this looks like a year on
  • Sharing insights into the £65 million fund provided by the Department for Levelling Up, Housing and Communities to support vulnerable renters who are struggling as a result of the pandemic
  • Providing key updates to housing associations on the implementation of the white paper to ensure that they are continuing to place tenant satisfaction and engagement at the centre, despite the challenges of the Covid-19 pandemic

This session will include time for delegate questions and answers.

Russell Dunn
Russell Dunn
DLUHC Social Housing Resident Engagement Lead
Department for Levelling Up, Housing and Communities
Confirmed
10:40 am
Housing Ombudsman Guidance Update: Complaint Handling Code

In this session the Housing Ombudsman will provide an:

  • Update on Ombudsman’s latest decisions and thematic work
  • Update on the complaint handling code
  • Update on the latest landlord performance reports on complaints

This session will include time for delegate questions and answers.

Richard Blakeway
Richard Blakeway
Housing Ombudsman
Housing Ombudsman Service
Confirmed
11:10 am
Break, Virtual Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Conference, meet up with fellow delegates, make connections, tour our real-time resources, and content and take part on discussions via the tailored channels.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

11:30 am
Case Study: Learning How Best to Measure How Comfortable Tenants are in Their Homes to Improve Happiness and Satisfaction
  • Explore what Settle’s ‘Comfort Index’ is and how the 5 main components that feature in the bi-annual tenant survey were identified as the key indicators to gauge comfort
  • Critically analyse the relationship Settle has with their residents, reflecting upon the changes they have implemented in order to improve engagement and satisfaction by ensuring that tenants are placed at the heart of what they do
  • Sharing the work Settle have been doing with their partners, including Mind, to support tenants with specific issues and consider the positive impact this has had on tenant engagement
  • Offering guidance and sharing insights into how landlords can better support their residents, drawing upon some of the key tools they have used to really challenge the idea of ‘comfort’ and what this means for tenants individually, and how they have translated this into tangible outcomes

This session will include time for delegate questions and answers.

Rachel McFarlane
Rachel McFarlane
Director of Housing
Settle
Confirmed
12:10 pm
How to Improve Tenant Engagement and Satisfaction: A Tenant’s Perspective

This session will:

  • Explore the reality of the impact that the Social Housing White Paper has had on tenants and what the changes have actually meant in terms of tenant ‘choice’
  • Challenge what is being done to tackle the stigmatisation of social housing residents, the impact this can have on engagement, and why addressing this is central to improving tenant satisfaction
  • Consider the role that tenant-to-tenant engagement has in contributing to a broader culture of involvement, unifying a diverse and dynamic range of resident voices to present as one collective voice
  • Offer a fresh perspective on complaints as an immensely valuable feedback tool, which if handled sensitively, can encourage residents to be more deeply and positively involved

This session will include time for delegate questions and answers.

Carol Mawers
Carol Mawers
Tenant Board Member
ForHousing
Invited
12:50 pm
Chair’s Close

*Programme subject to change

Professor Jo Richardson
Professor Jo Richardson
Professor of Housing & Social Inclusion and Vice President
De Montfort University and Chartered Institute of Housing
Confirmed
9:00 am
Your Tour of the Online Platform

Before proceedings get underway, this short explainer session will explore how you can get the most out of our new next generation Conference platform.

Our IG Team will run through how to make virtual connections, creating networking meet ups, accessing content on demand and how to use our new Q&A, chat functions and virtual polling tools.

9:30 am
Chair’s Welcome Address

This address will explore the key challenges to be discussed throughout the day, including tenant engagement and satisfaction.

Professor Phil Hubbard
Professor Phil Hubbard
Director of the Urban Futures Centre
King’s College London
Invited
9:40 am
Charted Institute of Housing Update: Social Housing White Paper Professionalisation Review

This session will:

  • Explore the aims of the Social Housing White Paper Professionalisation Review
  • Reflect upon the role of professional training for sector staff to support them in driving up standards to better support tenants, deal effectively with complaints, and ensuring quality housing
  • Consider the importance of placing residents at the heart when working to improve housing delivery and tenant support

This session will include time for delegate questions and answers.

Gavin Smart
Gavin Smart
CEO
Chartered Institute for Housing
Invited
10:20 am
Break, Virtual Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Conference, meet up with fellow delegates, make connections, tour our real-time resources, and content and take part on discussions via the tailored channels.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

10:40 am
Case Study: Providing an Outstanding Approach to Tenant Engagement and Support

This session will provide insights into how Orbit led their innovative Customer Engagement Offering including the ‘Your Voice Platform’, resulting in them being awarded the ‘Outstanding Tenant Engagement’ Award (over 10,000 homes) in the Tenant Participatory Advisory Service (Tpas) Awards, 2021.

Learning Outcomes will include:

  • Learning how to utilise individual engagement tools to capture a diverse customer voice.
  • Learning how to build and maintain thriving communities that benefit residents and encourages them to share their voice and feedback to improve their homes, neighbourhoods and communities.
  • Learning the best methods and techniques for engaging residents in decisions about service delivery and translating tenant views into tangible action points, shaping policies, business plans and strategic priorities.

This session will include time for delegate questions and answers.

Charley Oulton
Charley Oulton
Head of Customer Engagement
Orbit
Confirmed
11:20 am
Case Study: Delivering Excellence for Social Housing Residents Satisfaction and Engagement
  • Key insights into Clarion Housings ‘Resident Involvement Strategy’ which was renewed in April 2021, which has integrated the seven key principles of the Social Housing White Paper and the National Housing federation’s ‘Together with Tenants Charter Commitments’
  • Reflect upon the impact of Covid-19 on Clarion Housing’s digital engagement strategy, specifically considering what the future of virtual engagement may look like in housing
  • Draw upon some of the key engagement and satisfaction initiatives Clarion have implemented, such as Partnership Days and the Out and About Network, exploring to ensure that your provision is constantly evolving to best meet the needs of your residents
  • Consider how Clarion Housing maintains a regional approach, whilst providing social housing on a national scale, and why this is essential to ensuring tenant satisfaction and engagement

This session will include time for delegate questions and answers.

Michelle Reynolds
Michelle Reynolds
Chief Customer Officer
Clarion Housing Group
Confirmed
12:00 pm
Case Study: Working Alongside Disabled Residents to Improve Their Customer Experience and Engagement
  • Explore the change programme #PurpleTuesday, redefining accessibility and supporting your disabled tenants
  • Share insights into the work Purple has done with Eastlight Community Homes, challenging the dual perspective and experiences of both disabled residents and disabled employees
  • Set out essential criteria required to enact transformative change effectively and permanently for people with disabilities within the housing sector
  • Address some of the key misconceptions organisations and individuals have about the value and needs of disabled residents, offering guidance on how to start to influence the culture of your housing associations towards inclusivity

This session will include time for delegate questions and answers.

Mike Adams
Mike Adams
CEO
Purple
Invited
12:40 pm
Chair's Close

*Programme subject to change

Professor Phil Hubbard
Professor Phil Hubbard
Director of the Urban Futures Centre
King’s College London
Invited

Audience

This conference is specifically designed for the Social Housing Sector. Typical job titles will include:

  • Heads of Customer Services
  • Customer Service Managers
  • Heads of Tenant Engagement
  • Tenant Engagement Officers
  • Housing Operations Managers
  • Heads of Complaints
  • Complaints Handlers
  • Resident Support Officers
  • Chief Executives
  • Service Managers
  • Heads of Services
  • Quality Assurance Officers
  • Heads of Neighbourhoods

Pricing

  • Public Sector Rate (Housing/ Local Gov)
    £295 +VAT
  • Voluntary Sector (Large - £1Million+ Annual Income)
    £245 + VAT
  • Voluntary Sector (Small- Under £1Million Annual Income)
    £195 + VAT
  • Private Sector
    £395 + VAT