Overview

21 Apr, 20219:30 am-1:00 pm22 Apr, 20219:30 am-1:00 pm
Online

This Conference will provide the opportunity to analyse the Social Housing White Paper and what it means for the social housing sector. Participants will hear directly from the Regulator of Social Housing on the new inspection programme and the Housing Ombudsman on the new Complaints Code, and how these new regulatory requirements will impact housing associations. In addition, award winning case studies will share best practice methods to enhance tenant satisfaction, increase tenant engagement and improve the complaints process.

  • Hear from the Ministry of Housing, Communities and Local Government on the implementation of the Social Housing White Paper
  • Engage directly with the Regulator for Social Housing and the Housing Ombudsman Service to discuss regulatory expectations and the new inspection process
  • An opportunity to break out into discussions with similar organisations to discuss how the white paper will impact you
  • Engage with live workshops and create comprehensive complaints and tenant satisfaction strategies
  • Receive guidance from award-winning housing associations on innovative initiatives to improve tenant engagement

Key Speakers

Richard Blakeway photo
Richard Blakeway
Housing Ombudsman
Housing Ombudsman Service
Fiona MacGregor photo
Fiona MacGregor
Chief Executive
The Regulator of Social Housing
Jenny Osbourne photo
Jenny Osbourne
Chief Executive
Tpas

Agenda

  • Day 1
  • Day 2
8:45 am
Logging in and Accessing the Platform

Throughout the Conference you will be able to make use of:

  • 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
  • A next generation conference engagement platform
9:00 am
Chair's Welcome Address

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

These challenges will be reflected on throughout the event, culminating in a conclusion as to how delegates can look to solve these challenges.

Professor Paul Hickman
Professor Paul Hickman
Professor of Housing and Social Policy
Sheffield Hallam University
Invited
Part 1: Policy Update
9:10 am
MHCLG Policy Update: The Social Housing White Paper – The Next Steps for the Social Housing Sector
  • Examining the Charter for Social Housing Residents: Social Housing White Paper, November 2020, and next steps for implementation
  • Outlining the key responsibilities the white paper places on housing associations, including 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
  • Highlighting the 7 commitments that residents should expect from their landlords and how landlords are expected to evidence that they are meeting these
  • Discussing the next steps for implementation of the white paper and how this will impact the social housing sector
Jane Everton
Jane Everton
Deputy Head of Social Housing Policy
Ministry of Housing, Communities and Local Government
Confirmed
9:45 am
Housing Ombudsman Guidance Update: Meeting Regulatory Standards in Handling and Responding to Complaints
  • Outlining the new role of the Ombudsman, including the power to issue complaint handling failures to landlords and posting details of confirmed cases publicly, and a responsibility to collaborate with the RSH on services
  • Analysing the findings from the new Complaints Handling Code, including common mistakes by social landlords who failed to comply with the code, and key lessons for housing providers
  • Discussing the expectations of the Ombudsman from social landlords when reporting, handling and responding to complaints
  • Sharing guidance for social landlords on how to ensure complaints services are compliant and prioritizing the needs of tenants

This session will be followed by a 10 minute questions and answers session

Richard Blakeway
Richard Blakeway
Housing Ombudsman
Housing Ombudsman Service
Confirmed
10:15 am
Breakout Rooms: Dissecting the Social Housing White Paper – What Does it Mean for Your Organisation?

This session will provide an opportunity for delegates to discuss how the white paper will affect their organisation specifically.

Delegates will be able to break out into rooms of similar organisations to share experiences, assess challenges and discuss what more can be done to tackle these issues.

Each room will be led by an expert speaker and will be focused on one of the following themes:

Breakout Room A: Small Housing Associations

Breakout Room B: Large Housing Associations

Breakout Room C: Supported Housing

11:00 am
Break, Virtual Networking and Live Delegate Meet Ups
Part 2: Tenant Engagement
11:20 am
The New Tpas National Engagement Standards and How to Meet Them
  • Outlining the revised national engagement standards and how they fit in with the white paper and changing regulatory powers
  • Discussing how social landlords can effectively monitor themselves against the Tpas self-assessment document and how to implement learnings from this into practice
  • Highlighting best practice in tenant engagement and key learnings from Tpas members
  • Assessing how social landlords can set out an action plan for enhancing tenant engagement in line with the standards and next steps for landlords in implementing this

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

Jenny Osbourne
Jenny Osbourne
Chief Executive
Tpas
Confirmed
11:50 am
Case Study: Providing an Outstanding Approach to Tenant Engagement

This session will provide insights into how Sovereign Housing Association led an innovative tenant engagement strategy, resulting in them being awarded the ‘Excellence in Tenant Engagement’ Award in the Tenant Participatory Advisory Service (Tpas) awards, 2020.

Learning Outcomes will include:

  • Learning how to implement effective collaboration between tenants and leadership, including how to overcome disputes and reconcile opposing viewpoints
  • Learning the best methods and techniques for engaging residents in decisions about service delivery
  • Learning how to ensure that tenant views are translated into tangible action points

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

Aasia Nisar
Aasia Nisar
Head of Resident Engagement
Sovereign Housing Association
Confirmed
12:20 pm
Panel Discussion: Learning from the Latest, Innovative Methods for Engaging Tenants
  • How can social landlords innovate in the way that they communicate with tenants?
  • What is the role of social media in tenant communication and how can social landlords embrace technology more fully?
  • How can we ensure that communication methods meet the needs of all tenants, without leaving anyone behind?
  • What is the future of tenant communication post Covid-19 and what lessons can be taken forward?
  • How can we ensure that all service users have the digital skills to access services and communications?
Ali Akbor
Ali Akbor
Chief Executive
Unity Homes and Enterprise
Invited
Janice White
Janice White
Customer Experience Manager
Estuary Housing Association
Confirmed
Jenny Osbourne
Jenny Osbourne
Chief Executive
Tpas
Confirmed
1:00 pm
Chair's Summary and Close
9:00 am
Chair's Welcome Address
Part 3: Effectively Responding to Complaints and Repairs
9:10 am
Top Tips for Utilising Customer Insight Practices to Enhance Housing Complaints Processes
  • Discussing how social landlords can lead effective self-scrutiny and transparency in order to improve the complaints process
  • Understanding how to analyse trends in customer satisfaction in order to implement learnings into processes
  • Sharing learnings from an organization-wide initiative to improve the internal culture to complaints and ensure that customer service is the central priority across the organization
  • Launching a pilot programme to enable customers to feedback on grounds maintenance services and recruiting tenants as Estate Champions to ensure customer feedback is listened to

This session will be followed by a 10 minute questions and answers session

Deborah Walker
Deborah Walker
Head of Customer Service
LiveWest
Invited
9:40 am
Workshop: How to Develop and Improve Your Complaints Strategy
  • Understand how to undertake a comprehensive complaints process review within your housing association
  • Work with the trainer to identify key areas for improvement in your current complaints strategy
  • Learn and fully understand the regulatory expectations of an effective complaints strategy
  • Learn how to adapt your strategy to the evolving Covid-19 situation, including growing demand and concerns around delivering repairs
  • Develop a clear process for evidencing effective response and resolution of complaints
Peter Davey
Peter Davey
Housing Consultant
Invited
Part 4: An Update from the Regulator
10:30 am
Regulator Guidance Update : The New Role of the Regulator and the Future Inspection Programme
  • Outlining how the white paper gives greater powers to the regulator to intervene in matters of housing associations 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

Fiona MacGregor
Fiona MacGregor
Chief Executive
The Regulator of Social Housing
Confirmed
11:00 am
Break, Virtual Networking and Live Delegate Meet Ups
Part 5: Improving Tenant Satisfaction
11:20 am
Case Study: Learning How to Implement a Whole Organisation Transformation to Increase Tenant Satisfaction
  • Sharing Insights into Peabody’s transformation programme, which resulted in an increase in resident satisfaction from 38% to 76% in six months
  • Outlining the delivery model used in this transformation and how housing associations can adopt key learnings from this
  • Highlighting how tackling stigma of social housing tenants was a key focus for Peabody, and sharing strategies to achieve this, including changing language used and modernising agreements
  • Discussing the importance of understanding the different experiences of tenants, including tenants from BAME backgrounds, and how needs of tenants may differ

Outcome:  An increase in resident satisfaction from 38% to 76% in six months

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

Alison Muir
Alison Muir
Co-Chair, Unify (BAME) Network and Director of Thamesmead and South region Operations
Peabody
Invited
11:50 am
Tenant Panel Discussion: Understanding Tenant’s Expectations and Needs

This panel discussion will provide the opportunity to hear directly from tenants from across the social housing sector on their experiences and concerns. The panel discussion will be led by questions from delegates. Key themes for discussion will include:

  • Understanding the varying needs of social housing tenants and recognizing that these are not homogenous
  • Discussing how Covid-19 has impacted tenants and how social landlords can support them, for example through employment support, digital inclusion, overcoming loneliness
  • Considering what tenants expect from their landlords in key areas such as repairs, complaints, communication and service delivery
12:20 pm
Workshop: Learn How to Develop and Implement a Customer Service Strategy That Improves Tenant Satisfaction
  • Learn the key measures for customer service and how to evaluate your organisation against these
  • Identify the issues that result in poor tenant satisfaction and how to develop an action plan to tackle these
  • Understand how best to utilise real-time customer feedback and segmentation into your strategy
  • Assess how to involve tenants in the development of the strategy and how best to utilise their knowledge and experiences
Sarah Law
Sarah Law
Customer Insight Manager
Alliance Homes
Invited
1:00 pm
Chair’s Summary and Close

This session will summarise key takeaways from the day and how delegates can implement these learnings in their own organisations.

 

*programme subject to change

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