In November 2020, the UK Government unveiled the Charter for Social Housing Residents white paper, introducing fresh guidelines for tenant engagement by local authorities and housing associations. As part of these guidelines, social housing landlords are required to report data on tenant satisfaction measures. Tenant engagement plays a pivotal role in fostering tenant satisfaction through active involvement, attentive listening to concerns, and integrating feedback to foster a positive living environment. With the first deadline for this data set for summer 2024, social housing providers must reassess their approach to tenant engagement, prioritising the delivery of high-quality services to residents.

  • Four million households live in rented social housing in England, according to Government data
  • Complaints to the Housing Ombudsman increased from 10,015 to 16,289 between April 2021 and March 2022, a rise of 63%
  • Overall tenant satisfaction has dropped by five percentage points to 79% since 2020, as reported by Housemark in January 2023

Join us at The Social Housing Tenant Engagement Event 2023 to hear the latest updates from experts and policymakers on working with tenants to improve social housing. Engage with best practice case studies from across the housing sector on a range of key topics, including handling complaints, working with residents to improve building safety, and engaging with hard-to-reach tenants. Network with senior colleagues from across the housing sector to discuss approaches for embedding resident engagement into working cultures, sharing your challenges and developing solutions.

Why Attend:
High-level keynotes on the latest policy and key updates, including the social housing white paper
 Case studies showcasing best practice in using partnership working to engage tenants effectively
 Networking opportunities with speakers and senior colleagues from across the housing sector
 8 hours of CPD points towards your yearly quota


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 including education 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


  • Online Registration

  • Chair’s Opening Remarks

    Rebecca Tunstall, Former Centre Director & Joseph Rowntree Professor of Housing Policy, University of York (CONFIRMED)

  • Keynote: The Latest National Updates and Guidance on Engagement with Social Housing Tenants

    • Outlining progress made since the passing of the Social Housing Regulation Act and updates on tenant satisfaction measures
    • Sharing feedback from the latest consultation regarding the implementation of the new consumer regulatory regime
    • Preparing for the new consumer regulatory regime and feedback to date

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

  • Keynote: Tenant Engagement Standards: Ensuring Compliance to Keep Tenants Safe and Happy

    • Highlighting commonly overlooked compliance requirements and strategies to avoid non-compliance
    • Developing a whole-organisation culture of tenant engagement to ensure a strong foundation for compliance
    • Practical resources to encourage the involvement of tenants within complain handling processes and procedures
    • Showcasing case studies and success stories of social housing providers who have effectively implemented tenant engagement strategies

    Jenny Osbourne, Chief Executive, Tpas (CONFIRMED)

  • Case Study: Involving Tenants in Building and Fire Safety to Ensure Protection Measures Meet their Needs

    • Establishing a fire safety group to provide a forum for residents to engage with local building safety stakeholders
    • Conducting resident visits to provide residents with reassurance on safety measures and the opportunity to raise concerns
    • Strategies to inform residents about their own safety responsibilities, and how these will be managed
    • The BIM programme: developing an interactive online platform to communicate key information on building safety

    Liz Oliver, Safer Homes & Neighbourhoods Director, The Hyde Group (CONFIRMED)

  • Questions and Answers 

  • Comfort Break

  • Case Study: Involving Residents in Complaints-Handling Processes to Improve the Tenant Experience

    • Using data to monitor tenants’ complaints and inform personalised solutions
    • Empathetic engagement: practical strategies to ensure empathy in resident interactions and engagement processes
    • Following up on damp and mould complaints to prevent reoccurrence and ensure tenant safety
    • Strategies for collecting feedback on repairs to gauge tenant satisfaction and evaluate complaints processes

    James McAney, Customer Experience Manager, Magenta Living (CONFIRMED)

  • Case Study: Embedding Inclusion as a Service Design Principle: Using Psychographic Segmentation To Improve Customer Experience

    • An overview of psychographic segmentation: a tool for measuring and improving customer experience
    • Embedding equality, diversity, inclusion and vulnerability as a service design principle
    • Developing an evidenced, representative customer voice capability to ensure all customers are heard

    Naomi Sweeting, Director of Customer Experience, Grand Union Housing Group (CONFIRMED)

  • Questions and Answers

  • Lunch Break

  • Keynote: The Better Social Housing Review: Key Recommendations for Tenant Engagement

    • Sharing insights and conclusions from the Better Social Housing Review
    • Reviewing the findings and best practice recommendations for engaging with residents
    • Outlining and assessing the impact of the review on tenant engagement

    Rachael Williamson, Head of Policy and External Affairs, Chartered Institute of Housing (CIH) (CONFIRMED)

  • Case Study: Listening to and Actioning Tenants’ Health and Wellbeing Concerns

    • Working with tenants to develop personalised wellbeing plans, addressing their unique needs and circumstances
    • Facilitating tenant support networks to foster social connections and mutual help among residents
    • Providing tenants with financial advice and support with finding employment to promote stability
    • Tips for organising local events and activities to promote physical, social, and mental wellbeing within the community

    Maria Morgan, Head of Advice and Wellbeing, Peabody (CONFIRMED)

  • Questions and Answers 

  • Breakout Networking: Best Practice for Embedding Tenant Engagement into Working Cultures

    This session will provide you with the opportunity to discuss the main challenges you face in putting tenants at the heart of social housing services. Allowing you to share experiences, exchange best practice and encourage collaboration.

  • Comfort Break

  • Case Study: Using Digital Tools and Platforms to Enrich Engagement with Tenants

    • The importance of outward facing tech to improve tenant engagement
    • Developing a data-driven approach to get the best insights from your digital platforms: key competencies
    • Involving hard-to-reach tenants in decision-making processes through good digital engagement
    • Strategies to drive digital inclusion to ensure that hard-to-reach residents are able to engage with online resources

    Michael McLaughlin, Digital Lead, Housing Associations’ Charitable Trust (HACT) (CONFIRMED)

  • Case Study: Engaging with Residents to Improve Sustainability and Create Greener Homes

    • Actively seeking resident feedback on sustainability through surveys, focus groups, and resident associations
    • Improving communications to educate residents about sustainability practices, energy efficiency and waste reduction
    • Energy efficiency: promoting the installation of smart meters, improved insulation, and the use of energy-saving appliances among residents
    • Enhancing and restoring green spaces to provide inclusive and welcoming spaces for residents

    Lorraine Gilbert, Head of Resident Engagement, Notting Hill Genesis (CONFIRMED)

    Laura Shellard, Head of Sustainability, Notting Hill Genesis (CONFIRMED)

  • Questions and Answers

  • Chair’s Closing Remarks

    *programme subject to change without notice

Who Should Attend

Who Should Attend?

Delegates who will have an interest in this event will be professionals from across housing associations and local authorities.

*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 from across the sector
 Meet your target audience
 Listen and Learn from leading experts from across housing associations and local authorities
 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 your requirements, please contact the team on 0330 0584 285, or sponsorship@governmentevents.co.uk or complete our enquiry form and we will contact you.

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