Delivering Excellence in Housing Customer Services 2024

In July 2023, the Government passed the Social Housing Regulation Act in response to the widespread challenges facing the sector. In seeking to establish a customer-centric approach through increased standards and regulatory powers, the act aims to tackle the rising volume of complaints of those living in social housing. Many providers have already begun tackling tenant dissatisfaction by delivering excellent customer service, through improving methods for accountability, transparency and tenant experience. To promote best practice, it is vital housing providers come together to share their techniques and solutions for improving outcomes and the customer service experience for tenants

• Between 2021-22, The Housing Ombudsman received a 64% increase in enquiries and complaints (2023)
• In April 2023 the Regulator of Social Housing introduced tenant satisfaction measures to be recorded by all social housing providers
• In 2021-22, households renting from local authorities and housing associations were more likely to live in a decent home than private renters (Department for Levelling Up, Housing & Communities, 2023)

Join us at Delivering Excellence in Housing Customer Services 2024 to hear the latest recommendations and guidance on improving housing customer services. High-level keynotes will provide regulatory updates, followed by best practice case studies in adopting a customer-focused approach to housing. Key topics include effectively responding to complaints, engaging tenants with co-production and applying data to continually improve service delivery. A breakout networking session offers the opportunity to share your solutions and experiences whilst networking with other senior colleagues from across the sector.

Why Attend:

✓High-level keynotes from leading authorities in the social housing sector
✓Best practice case studies demonstrating strategies for improving transparency and accountability to tenants
✓Networking with senior colleagues from housing providers
✓8 CPD points towards your yearly quota

For more information or to make a booking please call 0330 058 4285

• 09.00

  Online Registration

• 09.50

  Chair’s Opening Remarks

  Matthew Baird, Founder, The Social Housing Roundtable, Co-Chair, Spring Housing Association (CONFIRMED)

• 10.00

  Case Study: Avoiding Complaints: Proactive Responses in Housing Services

  • Working with customers to arrange regular inspections and allow for a speedy response
  • Developing resident review groups to support staff in identifying maintenance issues and offer feedback on contractors
  • Tools and resources to distribute with tenants to ensure transparency on reasonable timeframes
  • Achieving customer satisfaction

  Sarah Andrews, Assistant Director of Housing & Resident Engagement, Housing Solutions (confirmed)

• 10.20

  Keynote: Regulator Update: Reshaping consumer regulation – RSH’s new approach

  • Overview of RSH’s new consumer regulation role, which begins on 1 April 2024
  • The final consumer standards which will apply to all social landlords from April
  • RSH’s approach to inspecting larger social landlords over a four-year programme
  • RSH’s ongoing role in regulating housing associations’ governance and financial viability

  Kate Dodsworth, Chief of Regulatory Engagement, Regulator of Social Housing (RSH) (CONFIRMED)

• 10.40

  Questions and Answers

• 11.00

  Comfort Break

• 11.15

  Case Study: Delivering a Quality Council Service for Tenants Through a Robust Customer Service Strategy

  • Collaborative working strategies to ensure all key stakeholder perspectives are reflected in a customer service strategy vision
  • Embedding opportunities for customer participation to co-produce service design and delivery
  • Delivering accountability for tenants according to strategy commitments on performance through methods for self-assessment
  • Ideas for training staff to drive improvements and deliver high-quality customer service
  • Advice on embedding flexibility into a strategy to ensure service delivery is adaptable to long-term changes

  Joanne Drew, Director of Housing and Regeneration, London Borough of Enfield, Co-Chair, London Housing Directors’ Group (CONFIRMED)

• 11.35

  Case Study: Adopting a Data-Driven Approach to Deliver Customer Satisfaction

  • Data-driven techniques for monitoring tenant satisfaction and learning from complaints and incidents
  • Applying an asset-based approach to identify and create opportunities for tenant engagement and community-building
  • Utilising learning from customer insight and segmentation to integrate customer feedback into housing community plans
  • Methods for gathering customer information to ensure service delivery is relevant to service-user needs

  Dean Anderson, Executive Director of Customer Services, Settle (CONFIRMED)

• 11.55

  Case Study: Supporting Residents Through Applying a Whole-Organisation Approach to Customer Service: The CHS experience 

  • Best-practice insight on working with tenants to achieve goals
  • Strategies for the rolling out of a cost of living crisis response line in order to reach the most vulnerable of tenants
  • Lessons from the involvement of tenants in developing housing standards

  Stephen Hills, Chief Executive, Cambridge Housing Society (Confirmed)

• 12.15

  Questions and Answers

• 12.35

  Lunch Break

• 13.15

  Panel: Empowering Tenants to Shape Housing Services Through Meaningful Engagement and Co-Production

  • Practical methods for facilitating hard-to-reach tenants to share their perspectives on service design and delivery
  • Initiatives for improving the digital literacy of tenants to ensure that online channels and services are accessible for all
  • Techniques for adapting customer services to better support elderly residents and those with additional needs
  • Panellists will share their insights before answering questions from the floor

  Deborah Owen-Ellis Clark, Group Customer Experience Director, Places for People, Chair, National Customer Experience and Housing Managing Group, National Housing Federation (CONFIRMED)

  Stephen Hills, Chief Executive,Cambridge Housing Society( (CONFIRMED)

  Mickey Clark, Co-production Officer, Riverside Housing Group (CONFIRMED)

• 13.55

  Questions and Answers

• 14.15

  Breakout Networking: Sharing Strategies for Delivering Excellent Customer Experience

  This session will provide you with the opportunity to discuss the main challenges you face in engaging tenants and delivering excellent customer service. Attendees are encouraged to share their experiences and innovative solutions whilst networking with colleagues from across the sector.

• 14.45

  Comfort Break 

• 15.00

  Keynote: Key Information for Handling and Resolving Complaints Effectively

  • Insights into common areas of landlord failure and tips for avoiding breaches of the Complaint Handling Code
  • Recommendations for tackling complex cases and resolving issues with multiple challenges
  • Sharing examples of good practice in the proper handling of complaints and record keeping
  • Achieving buy-in from frontline staff to ensure healthy communication and de-escalation of cases

  Richard Blakeway, Housing Ombudsman, Housing Ombudsman Service (CONFIRMED)

• 15.20

  Keynote: DLUHC Consultation on the Competence and Conduct Standard  

  • Implementing a national framework for promoting high standards and professionalism within the housing sector
  • Guidance on managing and developing staff behaviours, skills and experiences in order to provide good quality services
  • Sharing successful methods of facilitating upskilling programmes to improve the quality of a workforce
  • Driving tenant involvement in decision-making processes through best practice strategies for customer consultation

  Charlotte Hilliard, Policy Lead for Professionalism in Social Housing, Department for Levelling UP Housing and Communities 

• 15.40

  Questions and Answers 

• 16.00

  Chair’s Closing Remarks

  *Programme subject to change

Who Should Attend?

Delegates who will have an interest in this event will be those working to improve Customer Service in Housing Associations.

*This Conference is open to Public, Private and Third Sectors.

For more information or to make a booking please call 0330 058 4285

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