The Social Housing Inspections Conference 2024: Achieving and Maintaining Outstanding Standards

The Social Housing Regulation Act (2023) was a landmark piece of Government reform, designed to place tenants at the heart of regulation by putting landlords under greater scrutiny. To demonstrate accountability, many social housing providers have begun monitoring their performance according to consumer standards such as tenant satisfaction. However, all areas of service provision must be prepared for upcoming inspection in April 2024. In coming together to share solutions for identifying and overcoming challenges, social landlords can feel better equipped and more confident in receiving their assessment from the regulator.

• In 2021-22, tenants renting from local authorities and housing associations were equally likely to be satisfied with their tenure (Department for Levelling Up, Housing & Communities, 2023)
• 2% of social homes held by large providers are affected by damp and mould (Regulator of Social Housing (RSH), 2023)
• Between 2021-22, The Housing Ombudsman received a 64% increase in enquiries and complaints (2023)

Join us at The Social Housing Inspections Conference 2024: Achieving and Maintaining Outstanding Standards to hear the latest on meeting the new regulatory standards for social housing landlords. High-level keynotes will provide greater clarity on the criteria of the final inspection programme, followed by examples of best practice in strengthening auditing procedures to improve performance. Topics include creating a customer-focused organisational culture, ensuring properties are safe from hazards and delivering meaningful tenant engagement. Share your experiences of preparing for inspection via a breakout networking session, 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 in maximising tenant satisfaction and delivering high-quality services

✓Networking with senior colleagues from social housing providers

✓8 CPD points towards your yearly quota

NEW AND EXCLUSIVE TO YOUR
CONFERENCE PACKAGE – GE Insights:

This year’s conference package includes 12-months FREE access to GE Insights, our cross-sector learning resource of case study focused videos, articles, lived experiences and more (RRP £199). Gain unlimited access to our online platform when you purchase your conference ticket.

Key benefits include:

 ✓100s of Exclusive Case Studies – fingertip access to videos and articles covering all key sectors and ALL CPD certified

 ✓Key Sessions from All Our Conferences – gain valuable insights from our past, present, and future events (160+ pa)

 ✓Articles and Interviews – learn from our network of expert speakers and contributors explore further the key discussions from the conferences

 ✓Additional CPD Hours – automatically earn more for everything you watch, read, and hear

 ✓Your Own CPD Dashboard – charts your progress, allows you to add notes, download your activities, and save/print an official CPD certificate

 ✓Personalised Homepage – only see the relevant content you need to save time

 ✓30+ New Uploads Each Month – we’re adding new content every week to ensure you stay engaged and informed all year round.

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

• 09.00

  Online Registration

• 09.50

  Chair’s Opening Remarks

  Professor Anne Power, Head of LSE Housing and Communities and Emeritus Professor of Social Policy, London School of Economics (invited)

• 10.00

  Keynote: The Social Housing Regulation Act 2023: Improving Sector-Wide Standards and Accountability

  • National overview of the social housing stock condition and common areas for landlord failure
  • Sharing updates to the Decent Home Standard for landlords under the Social Housing Regulation Act
  • Awaab’s Law: guidance and toolkits for upgrading properties to prevent underlying causes of health and safety hazards
  • Detailing legal implications on funding eligibility for failing to meet new social landlord requirements
  • Tips for encouraging collaboration with tenants to improve trust and build strong working relationships

  Senior Representative, Department for Levelling Up, Housing and Communities (LUHC) (invited)

• 10.20

  Keynote: Building a Customer-Centric Culture to Drive Improvements for Tenants

  • Sharing common areas of customer dissatisfaction and tips for good practice in the proper handling of complaints
  • Activity ideas for upskilling social housing managers to meet new qualification requirements
  • Empowering complaints teams with strategies to better identify and report performance concerns early-on
  • Securing senior leader buy-in to maintain executive-level focus on customer satisfaction in the long-term

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

• 10.40

  Questions and Answers

• 11.00

  Comfort Break

• 11.20

  Keynote: Regulator Guidance for Achieving Excellence in Social Housing Inspections  

  • Providing clarity on the final regulatory inspection regime and key findings from pilot rounds
  • Advice on proactively preparing for inspection and ensuring consistency in performance quality
  • Tips for performing frequent property assessments to maintain accurate and up-to-date records
  • Applying data insights to monitor performance according to tenant satisfaction metrics
  • The Safety and Quality Standard: sharing sector examples of effectively tackling damp and mould

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

• 11.40

  Case Study: Data-Driven Strategies to Audit and Innovate Housing Customer Services

  • The Thrive Customer Voice model: practical examples of modernising the tenant engagement offer to improve accessibility and gather a broad range of data
  • Applying insights from tenant satisfaction metrics to effectively measure performance and produce reports
  • Improving internal information-sharing channels to ensure efficiency in monitoring outstanding customer queries
  • Amplifying the tenant voice: utilising findings from tenant suggestions to develop resident-informed services

  Jo Barrett, Executive Director of Operations, Thrive Homes (invited)

• 12.00

  Case Study: Meaningful Tenant Engagement: Co-designing Housing Improvement Plans to Meet Consumer Standards

  • Fostering an open organisational ethos that welcomes and champions tenant solutions for meeting consumer regulations
  • Relationship-building activities between staff and customers to maximise contributions to co-design
  • Training ideas to equip residents with interviewing and auditing skills to facilitate customer involvement in assessing service quality
  • Best practice in regularly conducting customer consultations to ensure improvement plans integrate feedback throughout development

  Carmen White, Chief Executive, Evolve Housing + Support (invited)

• 12.20

  Questions and Answers

• 12.40

  Lunch Break

• 13.20

  Panel: Sharing Tools and Tips from the Social Housing Regulator Inspection Pilots

  • Discussing common experiences of inspection pilots and advice for proactively rectifying concerns
  • Providing responsive and accessible landlord services according to the regulator inspection framework
  • Complaint handling techniques to ensure honest and constructive communication with tenants
  • Adopting a whole-tenant community approach to empowering and engaging residents

  John Johnston, Chief Executive, Bernicia (invited)

  Oona Goldsworthy Chief Executive, Brunelcare (invited)

  Bjorn Howard, Group CEO, Aster Group (invited)

• 14.00

  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.

• 14.30

  Questions and Answers

• 14.50

  Comfort Break 

• 15.10

  Case Study: Protecting Tenant Health and Wellbeing Through Eradicating Damp and Mould

  • Conducting stock condition surveys to gather intelligence on the prevalence of risks to tenant health and safety
  • Identifying opportunities to improve property assessments and deliver targeted investments in underlying causes of damp and mould
  • Training initiatives to improve the whole-organisation awareness of causes and solutions to damp and mould
  • Accelerating response times through recruiting specialist frontline staff to support and advise tenants
  • Adopting technological solutions to enhance transparency on the reporting and tracking of repairs

  Rob Lane, Chief Property Officer, Clarion Housing Group (CONFIRMED)

• 15.30

  Case Study: Embedding Honesty and Transparency into Social Housing Services

  • Tips for developing an assurance framework with clear benchmarks to uphold accountability
  • Developing online tools to share performance self-assessments and improvement strategies with residents
  • Methods to remain open and communicative with tenants when delivering property upgrades and retrofitting projects
  • Producing tenant handbooks to ensure fair expectations around repair timeframes and maintenance checks

  Joanne Drew, Strategic Director for Housing and Regeneration, London Borough of Enfield (CONFIRMED)

• 15.50

  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 in social housing.

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

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

We are now taking bookings for our wide range of sponsorship and exhibition packages; we also offer bespoke packages tailored for your organisation.

Why Sponsor and Exhibit at this event:

✓ Network with key decision makers across the construction and housing industries
✓ Meet your target audience in the Sector
✓ Listen and Learn from leading industry experts across the Sector
✓ Opportunity to demonstrate your products or services
✓ Speak alongside industry leading experts
✓ Work with your dedicated account manager to generate the maximum amount of leads

Exhibition and Sponsorship Packages:

Strategic Headline Sponsor:

• 20-minute speaking slot followed by Q&A
• 3x2m Exhibition Space (In the Refreshments and Catering room)
• Pre show marketing email to all registered delegates
• Post show inclusion on presentation email
• Branding on Website and Event Guide (Logo and 100 Word Profile)
• A4 Insert or A4 Chair Drop
• 5 Delegate Conference Passes
• 1 Speaker Pass

Key Supporter Package:

• 20-minute speaking slot followed by Q&A
• Branding on Website and Event Guide (Logo and 100 Word Profile)
• A4 Insert or Chair Drop
• 1 Speaker Pass
• 2 Delegate Conference Passes

Exhibition Stand:

• 3x2m Exhibition Space (In the Refreshments and Catering room)
• Power, Wifi, Table and 2 Chairs (If required)
• Branding on Website and Event Guide (Logo and 100 Word Profile)
• 2 Delegate Conference Passes
• 1 Stand Manager Pass

Insert or Chair Drop:

• 1 Delegate Conference Pass
• A4 insert into delegate pack or A4 Chair Drop

For more information or to discuss the available option please call 0203 961 5002 or email Sponsorship@GovernmentEvents.co.uk 

• Public Sector Rate: £449.00+VAT
• Voluntary Sector Rate: £379.00+VAT
• Private Sector Rate: £649.00+VAT