2020 agenda
Please note this event has now passed. Register your interest for 2021
A dedicated one-day event delivering the answers on how to meet, and exceed, your customers’ expectations
9.10 - 9.15 Introduction and opening address from the chair
Emma Maier, portfolio director, Inside Housing
9.15 - 10.20 Tenant voice
Chair: Emma Maier, portfolio director, Inside Housing
Knowing your customer: How can you tailor your service to customer need and
improve customer experience through segmentation?
- Naomi Sweeting, head of business insights and performance, Alliance Homes
Who are your tenants and what do they really want? The process to develop a segmentation in housing.
- Emma Miller, research and insight director, Solutions Research
- Paul Arscott, managing director, BrandIgnite
Simplyhealth – segmentation: why is it important and how do we use it?
- Caroline Brooman, head of customer experience, Simplyhealth
10.30 - 11.20 Governance and regulation
Chair: Emma Maier, portfolio director, Inside Housing
Addressing the key demands of all stakeholders: faster and effective redress, hearing residents’ voices and increased transparency
- Outline of the revised Scheme (commencing on 1st September) with stronger powers and more resources to deliver significant improvements in housing redress
- New complaints Code: setting out good practice that will allow landlords to respond to complaints effectively and fairly
- Guidance on best practice for landlords during Covid-19
- Sharing key lessons from the latest Insight report on complaints data, with case studies
Richard Blakeway, housing ombudsman, Housing Ombudsman Service
Influencing at central and local government level
- How do we get landlords and our government (at all levels – local to national) to better listen to tenants?
- Real participation vs. tokenism
- Training and capacity building to engage with landlords
- Building the economic business case for change and demonstrating the legal, regulatory and financial advantages
Liam Kelly, member, London Tenants Federation and tenant, Guinness Trust Estate (Hackney)
11.30 - 12.00 CX culture
Chair: Martin Hilditch, editor, Inside Housing
Rolling out a customer-centric culture across the organisation
- Embedding a strong customer experience culture, while working remotely
- Bringing core operational teams with you such as finance, maintenance and repairs and neighbourhood officers and building on the positive experiences presented by Covid
- Empowering your staff and creating a culture of employee engagement to deliver an exceptional customer experience
Tom Forty, head of customer experience, Orbit Group
12.10 - 12.50 Getting real time customer feedback
Chair: Martin Hilditch, editor, Inside Housing
Getting real time customer feedback
- Ensuring you gain data immediately following a visit or call
- Introducing an SMS and email approach and lessons learned from a pilot
- Adjusting services based on customer feedback
Speakers:
- Callie Lancaster, insight and improvement officer, Accent Group
- Paul Swannell, sales director, Localz
12.50 - 13.40 Networking lunch break via zoom
From 12.50 - 13.10 delegates will be offered to join a Zoom chat to network and and share thoughts on the topics discussed so far in the conference
13.40 - 14.40 Breakout 1 - Interactive Workshop: what do you think you know about your customers?
Join the panelists for an interactive workshop on Zoom to discuss the question - what do you think you know about your customers?
Chair: Emma Miller, research and insight director, Solutions Research
Speakers:
- Paul Arscott, managing director, BrandIgnite
- Michelle Lloyd, managing director, Solutions Research
- Naomi Sweeting, head of business insights and performance, Alliance Homes
- Sara Law, customer insight manager, Alliance Home
13.40 - 14.30 Breakout 2 - Digital tools for transformation
Chair: Martin Hilditch, editor, Inside Housing
Balancing the best of all worlds with multichannel engagement: exploring lessons learned in the acceleration of digital engagement during the pandemic
- Guy Stenson, director of housing operations, Stonewater
Technology Partner: innovation in action
- Felicity Beattie, head of delivery, Hallnet
14.50 - 15.40 Breakout 3 - Maximising the impact of VOC (Customer Voice) throughout your organisation
Chair: Emma Hilditch, content director, Virtual Events Institute
Speakers:
- Sara Law, customer insight manager, Alliance Homes
- Sarah Beams, client development director, Maru/Matchbox
14.50 - 15.30 Breakout 4 - Empowering all your employees to put customers first
Chair:
Martin Hilditch, editor, Inside Housing
Points discussed include:
- Creating a customer focused culture across the organisation by putting your employees first
- Sharing some examples of employee support throughout lockdown that achieved one of the highest ICS results for 3 years
- Setting high standards – what gets measured gets managed
- Technology supporting knowledge to leave people free to focus on skills and behaviour
- Coaching and training an empowered workforce: coming out of lockdown and facing the new normal
Ivan Smith, communication, development & insight department manager, Motability Operations
15.50 - 16.50 A roadmap for the future
Chair: Martin Hilditch, editor, Inside Housing
Meeting the needs of our customers' changing behaviours: insights into adapting to customers’ needs and wants during and in the wake of the pandemic.
- How are customer’s expectations changing over time, and how was this accelerated by COVID 19?
- Identifying pinch points for different customer segments
- Using data to support customers proactively
- Delivering and maintain a new level of service that has increased customer satisfaction
Dean Anderson, director of customer services, Futures Housing Group
Closing Panel: A roadmap for the future
- Guy Stenson, director of housing operations, Stonewater
- Dean Anderson, director of customer services, Futures Housing Group
- Liam Kelly, London Tenants Federation & tenant, Guinness Trust Estate
- Naomi Sweeting, head of business insights and performance, Alliance Homes
16.50 Conference close
speakers listing
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Testimonials
John Andrew
Executive director, finance - Silva Homes
"Excellent format, combining bite-size insights into a number of key topics from a wide range of speakers. Apps for Q&A and in-conference polling were used effectively by the chair."
Rory Mulholland
Housing Agency
"The Social Housing Finance Conference provided a fantastic learning opportunity on how the leading social housing associations are financing themselves and how this impacts their organisation."
Jitinder Takhar
Executive management team - Local Space
"This is one of the best value for money conferences I have attended with every session providing a useful insight at the very least and some being unmissable."
Dubravka Kokot
Abbyfield
"All Chief Executives and Directors of Housing Associations should attend this Conference!"
Richard Petty
Head of UK living, JLL
"Social Housing Finance Conference is always a key date in the conference calendar. It brings together a varied range of insightful speakers, and covers all the topics most relevant to our work in the sector, combined with a great audience of delegates. We wouldn't miss it!"