OnDemand: The Delivering Excellence in Housing Customer Services Conference 2026
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*Presentation decks for speakers who have given permission for their materials to be shared
2026 Event Partner
2026 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 provided a multifaceted approach to ensure that your organisation understands the next steps in its compliance journey. It prioritised 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.
2026 Agenda
Chair’s Opening Remarks
Jo Richardson, Professor of Housing & Social Inclusion, Nottingham Trent University
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, Deputy Chief Executive, Regulator of Social Housing
Keynote: Using the Competence and Conduct Standard effectively to Empower Teams to Deliver Quality Services
- What the forthcoming Competence and Conduct Standards will require
- Answers to commonly asked questions
- How the standard will support organisations to ensure their housing professionals are equipped to deliver high quality services to tenants
- Examples of how some providers are preparing for the new requirements
Charlotte Hilliard, Policy Lead on Professionalisation in Social Housing, Ministry of Housing, Communities and Local Government
Key Supporter Session: From Tenant Voice to Better Services: Using Customer Feedback to Drive Compliance, Recovery and Improvement
- Capturing the tenant voice at every key touchpoint to understand the real experience across repairs, complaints, housing management and customer services.
- Close the loop quickly by identifying dissatisfied and vulnerable residents, responding before issues escalate, and turning poor experiences into service recovery opportunities.
- Turn feedback into measurable service improvements by using customer insight to identify recurring themes, prioritise investment and evidence continuous improvement.
- Strengthen compliance with Awaab’s Law and consumer regulation by using real-time customer feedback to identify hazards, uncover emerging risks and ensure concerns are acted on before they become serious complaints or safety failures.
Andy Scott, CX Consultant, CustomerSure
Questions and Answers
Comfort Break
Keynote: Effective Complaint Management: From Response to Resolution
- Creating a complaints management model that combines central assurance with local accountability
- Reducing complaints and increasing Stage 1 and Stage 2 compliance
- Reducing Housing Ombudsman maladministration rates
- Responding vs resolving
Daniel Klemm, Director of Communication and Customer Experience, Together Housing Group
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
Questions and Answers
Lunch Break
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
John Verge, Chief Executive Officer, Golden Lane Housing
Questions and Answers
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
Questions and Answers
Chair’s Closing Remarks
Jo Richardson, Professor of Housing & Social Inclusion, Nottingham Trent University
Pre-Recorded Session: Creating a Culture of Safeguarding in Housing Service Provision
- What a strong safeguarding culture looks like in housing settings
- Supporting frontline staff to recognise risk and escalate concerns
- Learning from safeguarding failures and serious incidents
- Embedding safeguarding into everyday practice rather than policy alone
Dr Liz Gailer, Director of Professional Development and Research, The Safeguarding Alliance
Conference Close
Pricing Options
OnDemand
Full access to the OnDemand conference – get instant access after purchase to expert insights and curated content, including recordings of the sessions and downloadable presentation decks for speakers who have given permission for their materials to be shared.
2026 Speakers
Kate Dodsworth
Deputy Chief Executive
Regulator of Social Housing (RSH)
Nicola Hosfield
Social Housing Quality Programme Implementation Director
Ministry of Housing, Communities and Local Government
Anna Bishop
Chief Executive Officer
South Liverpool Homes
Andy Scott
CX Consultant
CustomerSure
John Ghader
Chief Executive Officer
Prima Group
Holly Dagnall
Director
Nottingham Community Housing Association
John Verge
Chief Executive Officer
Golden Lane Housing
Jo Richardson
Professor of Housing & Social Inclusion
Nottingham Trent University
Daniel Klemm
Director of Communication and Customer Experience
Together Housing Group
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.
