09:00 - 09:10

Chair's Opening Remarks

  • Welcome and introduction

Paul Smith

Chief Executive, Elim Housing Association

09:10 - 09:35

Keynote Address: Towards a Proactive Regulation of Social Housing

  • Reporting on the Tenant Satisfaction Measures (TSM): providing evidence for good engagement  
  • Raising standards to ensure tenants receive affordable, high quality and safe homes 
  • Fostering sector collaboration and improvement  
  • Improving transparency and accountability to drive sector performance  
Live Q&A
09:25 - 09:35

Kate Dodsworth

Director of Consumer Regulation, Regulator of Social Housing

09:35 - 10:10

Panel Session: Understanding Consumer Regulation – Measuring Perceptions and Delivering Value

  • Governance and corporate changes to deliver social value 
  • Redefining engagement standards to ensure sector improvements  
  • Understanding how the rising costs of living is impacting tenants and organisations  
  • Improving the diversity of boards and management teams to reflect the communities they serve 
Live Q&A
10:05 - 10:10

Hannah Harvey

Chief Operations Officer, Saffron Housing Trust and Board Member, CIH

Anna O Halloran

Anna O' Halloran

Head of Consultancy Development, tpas

Lisa Birchall

Lisa Birchall

Policy and Research Officer, NFA

10:10 - 11:10

Creating a Robust Engagement Framework Across Your Organisation

  • Embedding engagement as an organisation wide responsibility to meet sector standards 
  • Collecting data from different services to identify opportunities for improvement  
  • Bridging communication gaps between teams 
  • Meeting resident’s and regulator’s expectations  
  • Feedback, complaints and compliments: harnessing the benefits of formal and informal approaches to engagement  
Live Q&A
10:40 - 11:10
Paul H

Paul Harris

Executive Director of Customer Experience, Curo Group 

Nick Murphy

Nick Murphy

Board Member, Trident Group

Daniel Klemm

Director of Customer Experience and Communication, Together Housing

11:10 - 11:25


11:25 - 11:45

Case Study- Beyond TSMs: A Proactive Approach to Engagement

  • Diversifying opportunities for engagement to widen the pool of involvement 
  • Simple steps to increase engagement uptake: language and means of communication 
  • Linking staff and resident representation- SYHA’s Race Action Plan  
Live Q&A
11:40 - 11:45

Mulima Muyunda

Race and Diversity Lead, People Team, SYHA

11:45 - 12:00

Fire Safety and Tenant Engagement

  • Guidelines  to comply with the Fire Safety Order and Building Safety Act
  • Understanding tenant’s concerns and approaches to engage  tenants in building safety
Live Q&A
11:55 - 12:00
Sheetal Panchmatia

Sheetal Panchmatia

Policy Officer , National Fire Chiefs Council

12:00 - 12:30

Networking Break

12:30 - 13:00

Responding in Complex Times to Complex Needs

  • Reviewing supported housing best practice to engage with a learning disability or autism  
  • Embedding engagement and co-production  
  • Championing engagement across teams  
  • Improving relationships with tenants and building a sense of community 
Live Q&A
12:50 -13:00

Gemma Richmond

Involvement Officer, Golden Lane Housing 

Mark Johnson

Mark Johnson

Resident, Golden Lane Housing *Tenant Of the Year 2022, Housing Heroes Awards

13:00 - 13:10

Chair’s Closing Remarks

  • Conference close

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