Programme

2020 agenda

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
  • Leigh-Ann Harris, client research manager, 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

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