Event Summary

With the RSH consulting on revised consumer standards, the culture of tenant engagement is shifting. Scrutiny, accountability and satisfaction are a key area of focus for housing organisations.

Join your colleagues from housing associations and local authorities at Westminster Insight’s 8th Tenant Engagement Conference, taking place this December in Manchester.

Bringing together engagement professionals, senior leaders and customer service teams, we will share ideas on how to meet new requirements for tenant engagement and share real life challenges and solutions to increase and maintain tenant engagement levels.

You will hear from the Head of Tenant Engagement, RSH on collaboration between tenants, landlords and other stakeholders to meet the revised consumer standards. We will review the new Transparency, Influence and Accountability Standard and expectations stemming from the Social Housing (Regulation) Act.

The Housing Ombudsman will share best practice for communicating with tenants to improve housing standards, including ensuring compliance on ASB, building safety and damp and mould.

You will learn from case studies of successful engagement and take away ideas to future proof your engagement strategy – understand how you can embed a wide range of voices with opportunities to meet diverse needs.

Key Points

  • An update on the revised Consumer Standards
  • Meeting expectations from the Social Housing (Regulation) Act
  • Collaborating with tenants to understand and improve stock condition, including damp and mould
  • Improving accessibility and outreach for vulnerable residents
  • Harnessing available data from TSMs to improve housing services
  • Mapping the customer journey to find areas for improvement
  • Measuring the impact of customer engagement activities
  • Harnessing new channels of communication and technologies to improve frontline contact
  • Expanding involvement opportunities to ensure diverse voices are heard