Delivering Excellence in Housing Customer Services 2026
Previous Supporters Include
Overview
The social housing policy landscape is rapidly changing, yet too frequently housing services remain non-adherent. With around 430,000 socially rented homes in England in 2024/25 failing the Decent Homes Standard (House of Commons, 2026), compliance is crucial; otherwise, landlords risk compromising tenant safety and wellbeing, as well as their reputation and legal accountability.
As the UK Government continues to accelerate housing reform in 2026, housing services are facing increased pressure to ensure compliance. Given that the level of failure by providers rose to 74% in 2024/25 (Housing Ombudsman cited in House of Commons, 2026), failure to align policies results in consumer requirements being ignored, low accountability, and deteriorating reputations. Now is the time to move from non-adherent practices to policies that shift power to tenants, meet government regulatory standards, and prioritise outstanding customer service and professionalism.
The Delivering Excellence in Housing Customer Service Conference 2026 provides a multifaceted approach to ensure that your organisation understands the next steps in its compliance journey. It prioritises implementation strategies surrounding Awaab’s Law, complaint handling, customer service culture reform, and first-hand guidance to uphold and achieve C1 RSH ratings, ensuring adherence with government regulations.
Agenda
Online Registration
Chair’s Opening Remarks
Jo Richardson, Professor of Housing & Social Inclusion, Nottingham Trent University (CONFIRMED)
Keynote: Regulator Update and Policy Lookahead: Implementation and Next Steps
- Navigating the rapidly changing housing policy landscape to provide a clear path to customer service success
- Highlighting crucial steps to gain C1 RSH ratings providing a platform to assess current compliance status
- Addressing the core challenges faced by social housing providers and customer service teams, with clear, actionable next steps to avoid the risk of non-compliance with legal and regulatory requirements
- Unlock key insights into the future policy landscape, from expansion of FOI Rights April 2027 to the implementation of STAIRs, while navigating evolving expectations and preparing effectively for what lies ahead
Kate Dodsworth, Chief of Regulatory Engagement, Regulator of Social Housing (CONFIRMED)
Keynote: Empowering Teams to Deliver Excellence and Competence across Housing Customer Service
- Highlighting how to deliver staff excellence through skills programmes and training which adhere with the Competence and Conduct Standard for Social Housing 2025
- Focusing on prioritising professionalisation in customer service delivery to handle complex cases with skilled and qualified staff
- Guidance on the new Competence and Conduct Standard October 2026, ensuring organisations are prepared with a team of housing professionals to support vulnerable tenants
- Embedding a code of conduct and written policies to ensure tenant involvement and exceptional staff competence
Matthew Pennycook MP, Minister of State, Ministry of Housing, Communities and Local Government (MHCLG) (invited)
Questions and Answers
Comfort Break
Keynote: Effective Complaint and Repair Management: From Response to Resolution
- Applying the Complaint Handling Code 2024 to ensure compliance with The Social Housing (Regulation) Act 2023
- Outlining how to deliver excellence in customer service whilst dealing with the financial strain for cost of repairs, re-allocation, and no access properties
- Guidance on how compliance with the Complaint Handling Code is monitored and assessed, providing actionable takeaways to certify excellence in housing customer services
- Highlighting the impact of apologies when dealing with severe maladministration to resolve and strengthen customer and housing provider relationships
Case Study: Elevating Tenancy Saliency and Impact in Housing Services
- C1 RSH rated housing association tips to implement tenant inclusivity frameworks which create customer-centric systems focused on tenant involvement
- Outlining the importance of having a tenant voice in delivering exceptional housing customer service to bridge policy outputs with organisational success
- Developing practical, experience-based strategies and governance frameworks to deliver customer-focused, tenant-led housing services, ahead of the STAIRs policy April 2027
- Gain valuable insights into the key measures of success for customer involvement, enabling the prioritisation of development, exceptional service, trust, and accountability
Anna Bishop, Chief Executive Officer, South Liverpool Homes (CONFIRMED)
Questions and Answers
Lunch Break
Keynote: Data-Strategies for Improved Tenant Outcomes and Outstanding Customer Service
- Using data-driven decision making and analysis to confront challenges in housing services and respond effectively to tenant complaints and vulnerability
- Key takeaways on leveraging data to provide empathetic delivery services, bridging the gap between the tenant experience and housing provider services
- Emphasising the importance of a nuanced approach to data handling, to avoid outdated systems and the risk of failing to meet legal deadlines
- Guidance on efficient data collection and management to inform future decisions, enable rapid responses, and increase performance
Rachael Williamson, Director of Policy, Communications and External Affairs, Chartered Institute of Housing (CIH) (invited)
Case Study: Digital Solutions Driving Compliance with Awaab’s Law
- Confronting challenges in housing customer service with the technology to ensure compliance with legally binding deadlines
- Exploring tech-based solutions that prevent fragmented digital systems in customer service, ensuring issues are resolved promptly, tenants remain safe, and compliance with Awaab’s Law is maintained
- Driving the modernisation of customer service systems, allowing tenants to report hazards and gain support rapidly within legal timeframes
- Practical insights on the synergy between AI and housing services, unlocking deeper customer understanding, reducing immense team pressure, and delivering faster, more tailored support across enquiries and cases
Jonathan Price, Executive Director of People – Adults, Health and Housing, Dorset Council (invited)
Questions and Answers
Breakout Networking
Join our breakout networking to discuss the main challenges you are facing to ensure compliance with recent government legislation and delivering excellent customer service. Attendees are encouraged to share their experiences and innovative solutions whilst networking with colleagues from across the sector.
Comfort Break
Case Study: Embedding EDI in Social Housing Customer Engagement
- Gaining best practice tips from a C1 RSH rated provider on robust equality, diversity and inclusion strategies to ensure excellence in customer service across vulnerable cases
- Deep dive into the importance of an EDI lens to address challenges in case handling and prioritise high-quality, professional strategies in housing customer services
- Exploring inclusive policies to prioritise customer experiences and guarantee alignment with the Competence and Conduct Standard for Social Housing 2025
- Developing high-performing services which address inequalities and diversity in the tenancy experience, to deliver equitable outcomes for marginalised groups and people with disabilities
Holly Dagnall, Director, Nottingham Community Housing Association (invited)
Case Study: Fostering a Culture of Care and Confidence in Housing Customer Services
- How to prioritise wellbeing alongside increasing pressures to comply with government regulations
- Exploring practical solutions to prevent staff burnout and provide a positive work culture that achieves excellence in performance
- Examining what it means to have a customer-centric culture to ensure tenant satisfaction and compliance are at the forefront of services
- Detailing actionable measures to ease the pressures on customer service teams handling complaints, information requests, and repairs, in preparation for the implementation of the STAIRs policy
Jahanara Rajkoomar, Director of Customer Services, Gateway Housing Association (CONFIRMED)
Questions and Answers
Chair’s Closing Remarks
Jo Richardson, Professor of Housing & Social Inclusion, Nottingham Trent University (CONFIRMED)
Conference Close
Get in Touch
Previous Speakers
Matthew Baird
Founder
The Social Housing Roundtable
Kate Dodsworth
Chief of Regulatory Engagement
Regulator of Social Housing (RSH)
Sarah Andrews
Assistant Director of Housing & Resident Engagement
Housing Solutions
Joanne Drew
Director of Housing and Regeneration
London Borough of Enfield
Dean Anderson
Executive Director of Customer Services
Settle
Stephen Hills
Chief Executive Officer
Cambridge Housing Society
Deborah Owen-Ellis Clark
Group Customer Experience Director
Places for People
Richard Blakeway
Housing Ombudsman
Housing Ombudsman Service
Testimonials
This was an eye opener. Got information on new regulations and what to expect in the coming years.
This was a very useful insight not only into best practice and the regulatory landscape but also shared challenges we face in making it happen and how we get over those obstacles. This conference balanced information and also food for thought in terms of principles and behaviours we can adopt.
Why You Should Attend
✓ High-level keynotes with first-hand experience in delivering customer excellence with C1 and G1 RSH ratings
✓ Best practice takeaways to ensure both compliance and preparation with current and future UK regulations
✓ Networking opportunities with speakers and senior colleagues across the public sector and housing providers
✓ 8 hours of CPD points towards your yearly quota
Who Should Attend
| Job Title Examples | Organisation Examples |
| Housing Manager | Local Authorities |
| Customer Service Teams | Housing Associations |
| Housing Complaints Officer | Tenant Management Organisations |
| Inspection and Risk Manager | Housing Charities & Non-profits |
| Tenant Engagement Manager | Housing Support Organisations |
| Housing Strategy Officer | Maintenance Contractors |
Pricing Options
PRIVATE SECTOR
Your delegate place at this leading conference gives you: Full access to the conference; E-guide; Networking opportunities during the day; Access to presentations post conference; 8 CPD Points.
PUBLIC SECTOR
Your delegate place at this leading conference gives you: Full access to the conference; E-guide; Networking opportunities during the day; Access to presentations post conference; 8 CPD Points.
VOLUNTARY SECTOR
Your delegate place at this leading conference gives you: Full access to the conference; E-guide; Networking opportunities during the day; Access to presentations post conference; 8 CPD Points.
Sponsorship
Raise Your Profile, Showcase Your Solutions, Generate New Business
If your products, services, and solutions can support our audiences in their roles, and you want to make connections and generate new business with key stakeholders, decision makers, and influencers, then please contact us HERE
IMPORTANT: There are only a small number of sponsorship opportunities available to ensure maximum exposure and ROI – contact us today to secure your place.
Virtual vs F2F
Whilst F2F provide better options for networking, there are many distinct advantages of sponsoring our online conferences including:
- Wider geographical reach of delegates and a different audience who prefer online to f2f
- Lower sponsorship package costs
- No travel/accommodation
- Less time out of the office
- No stand materials required (lower costs)
- 1 of only 2 sponsors involved – less competition on the day
- Prime speaking slot in the morning of the conference including Q&A – less distractions and easier for delegates to hear/absorb information
- Receive all delegate data after the conference to follow-up directly with those who attend and don’t attend (small % but still key stakeholders)
- Ongoing exposure via OnDemand access
To find out more and discuss your specific objectives, please contact us below:
