Date & Time
Tuesday 16th April, 2024 | 09:30 - 3:45
Venue
Online
Availability
Available
Purchase
Overview
The social housing sector is currently in a period of rapid change, and it is crucial that social housing organisations transform and improve how they engage with residents. Tenant satisfaction has continued to fall over the past five years, reaching 72.3% after six months of 2023/24, indicating that social housing landlords are failing to listen to and meet tenants’ expectations. The recent tragedies and reports underscore the critical necessity for social housing providers to heed the voices of their community members. Through listening to the voices of, and better understanding tenants, you will be able to deliver higher quality services, reduce complaint levels and ensure tenants are kept safe and happy.
From April 2024, the Social Housing (Regulation) Act 2023 emerges as a beacon of reform, heralding an era of heightened accountability and enhanced tenant welfare. This groundbreaking legislation introduces a comprehensive overhaul of consumer standards within social housing, placing them on equal footing with economic standards. Landlords must demonstrate a more balanced, tenant-focused approach in the social housing sector.
This Enchancing Tenant Engagement online event provides vital insights and updates on the dynamic landscape of tenant engagement within the social housing sector. Discover innovative strategies for optimising Tenant Satisfaction Measures (TSMs) and leveraging data analytics to elevate tenant engagement. Engage with industry peers to analyse and address the primary obstacles hindering improved engagement. Gain actionable knowledge to drive improvements in tenant interaction and satisfaction within your social housing initiatives
Learning Objectives
Receive updates on the latest trends and challenges in tenant engagement
Develop strategies for increasing tenant participation
Learn how to collect improved data and utilise the TSMs
Improve buy-in from tenants to enhance outcomes
Take back an action plan to improve how you engages with tenants
Lead Trainer
Leslie Channon
Tenant Engagement Consultant, Trainer and Coach, Channon Consultancy
Agenda
9:20 am
Logging on and Accessing the Online Platform
9:30 am
Trainer’s Welcome and Clarification of Learning Outcomes
In this introductory session delegates will meet the trainer, share thoughts and reflect on the following questions, supporting delegates to achieve their key learning outcomes:
What are the main barriers you are currently facing in your role?
What are the key learnings you would like to take away from today?
Which sessions are you expecting to learn the most from?
9:45 am
Tenant Engagement Trends and Updates
Analyse the latest trends in tenant engagement
Identify the most pertinent issues facing the sector currently
Learn how the Social Housing Regulation Act is impacting tenant engagement
Overview of the TSMs and their significance
Gain insights into what is coming next for the sector around tenant engagement
Learn how to effectively engage with tenant to prevent serious maladministration
11:15 am
Morning Break
11:30 am
Securing Tenant Buy-In and Improving Tenant Outcomes
Gain methods to increase tenant engagement, develop trust and relationships
Develop initiatives that prioritise tenant needs and preferences
Tailor communication to diverse tenant demographics
Identify and overcome barriers to tenant engagement
Develop innovative strategies to encourage tenant participation
Hear how to shift perspective and view tenant engagement as an investment
Learn about Success, Satisfaction and Scrutiny and the connection between tenant satisfaction and long-term engagement
12:30 pm
Lunch Break
1:15 pm
Understand and Utilise TSM’s
Understand the key components measured by TSMs
Use data to better understand your tenants and improve engagement
Utilise complaints to improve service delivery
Improve survey design to capture meaningful insights
Gain best practices for administering and analysing tenant feedback
2:00 pm
Listening to the Tenant Voice
In this session, you will hear from social housing tenant and scrutiny panel chair, Kai Jackson, on her experience as a social housing resident and the importance of not just hearing, but listening to the tenant voice. Highlight issues from a tenants perspective and gain effective ways of co-creation with tenants and staff. Learn how to engage with and meet the needs of a diverse number of people from different socio-cultural backgrounds.
This session will include time for questions
Kai Jackson - Chair of tenant scrutiny panel, Black Country Housing Group
2:30 pm
Workshop: Improve Your Tenant Engagement Strategy
An opportunity for delegates to reflect on the insights from the day and discuss how they are going to implement them into their tenant engagement strategies. You will be encouraged to reflect on the key learnings from the day and consider how to apply your new skills and knowledge to your organisation and tenants.
This session will cover:
Develop strategies you can implement to encourage increased tenant participation
Strategise how your organisation can better collect data and utilise findings to improve your services
Reflect on the demographics you provide services for and how to tailor engagement towards these groups
Explore innovative methods of diversifying your tenant engagement approaches
Take back an action plan to improve tenant satisfaction
3:30 pm
Trainer’s Summary, Evaluation and Close
*Programme Subject to Change
Pricing
Public Sector
£345 + VAT
Private Sector
£445 + VAT