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Agenda: day 1



Click here to see the day 2 agenda

08:00 Registration

09:00 - 09:15 Chair welcome remarks

09:15 - 09:45 Keynote presentations: TED style!

During these inspiring presentations, we learn how digitisation can improve the lives and livelihoods of our residents. Each speaker will deliver their story in 9 minutes with the visual aid of 9 slides covering: what they did, how they did it, and the challenges they overcame on the way.


Using innovation and collaboration to tackle homelessness

Award-winning tech start-up Beam – the world’s first crowdfunding platform that supports homeless people through training and into work and homes – combines collaboration and innovation to make a lasting difference to the lives of homeless people.




> Seb Barker, co-founder and chief operating officer, Beam


Bringing Customer Centric Design to Connected Homes

Contributing to the 2050 net-zero target

09:45 - 10:30 Stop talking, start acting: Defining and delivering digital transformation

The need to digitally transform systems and services across the housing sector has shifted from a long-term aspiration to a present-day requirement. But why are we still talking about adjusting to digital world? What is holding the sector back from just doing it? With such a diverse population across the UK, what does digital transformation mean for housing? How is the sector defining and delivering digital transformation and what does success look like? How are issues around diversity, ethnicity, language barriers, functional literacy, and disability being balanced with delivering a good service to residents? Expect a lively discussion



> Sharon Hayes, director of technology services, Great Places Housing Group,

> Andy Belton, chief operating officer & deputy chief executive officer, Notting Hill Genesis

10:30 - 11:00 Morning break

11:00 - 11:40 Main stage - Designing services around the needs of residents and employees

A truly customer led business should be organised to serve, putting customers at the forefront of all digital initiatives. As housing providers put more stock into digital communication strategies to accommodate an increasing preference from tenants to engage through social channels, what is being done to ensure less tech-enabled customers are not being alienated? How can we overcome digital scepticism - both internally and externally? How can services be designed to engage residents who do not wish to be engaged? During this session, our three speakers will each share a short case study, outlining where they are on their journey to date. This will be followed by group discussion to further explore what is being achieved both within and outside of the housing sector.



> Stefan Webb, places director, FutureGov




> Niamh Murray, director of digital product management, Notting Hill Genesis

> Jay Mistry, head of service design, RHP

> Lisa Talia Moretti, digital sociologist, Ministry of Justice

11:00 - 11:25 Breakout room 1 - Eliminating disability bias

Across the UK there is a small but growing group of digitally savvy consumers, with complex needs. What support are we offering to accommodate this increasingly significant group? Exploring best practises for working with customers with disabilities. What do services for this group look like?




> Simon Minty, director, Sminty Ltd

11:00 - 11:40 Breakout room 2 - Innovation week workshop

11:30 - 11:55 Breakout room 1 - UI design: it is all in the foundations

Customer satisfaction relies on user experience, and in a digital world, this makes user interface (UI) design increasingly important.




> Simon Penny, customer researcher, Citizen Housing

11:45 - 12:30 Main stage - Thinking differently about established best practise within housing customer service

What is best practice for housing customer service? Most models of best practice for customer service are ultimately driven on the need to sell more things to more people – yet housing is not about selling. During this session we explore what it means to have customers that we are not selling to and how the sector can think differently about establishing best practice customer service that delivers on the actual need of our customers.




> Julie Kay, head of digital operations, Orbit,

12:00 - 12:30 Breakout room 1 - Accessing digitally excluded groups

A significant proportion of the population – including low-income groups, older people, those with disabilities and those whose mother tongue is not English – experience digital exclusion due to lack of internet access and/or a functional literacy to use it. What is the best way to reach and engage with these groups, ensuring their service and experience is not negatively affected because of digitisation?




> Kenne Amissah, digital inclusion manager, Clarion Futures, part of Clarion Housing Group

11:45 - 12:30 Breakout room 2 - Innovation week workshop

12:30 - 13:30 Lunch

13:30 - 14:10 Main stage - Duties of care: Implications and opportunities of using smart devices

As the Internet of Things enables the sector to gather real time data about what is going on in our homes, are we doing everything we can to ensure we act upon the findings of that data - whatever they may be?


Changes in humidity, temperature or even power usage can alert us to a potential casualty in the home – but do users of the data know how to recognise these warning signs and what to do when they see an issue? By implementing smart devices, are we opening the sector up to a legal obligation to utilise and respond to this data in a certain way? If we commit to this responsibility, what does this mean in terms of resources? - who should be responsible for gathering, accessing, reading, and responding to data? How will this heavy obligation sit on the shoulders of our customer services teams?




> Matthew Gardiner, non-executive director, Complete Technology Group

13:30 - 13:55 Breakout room 1 - Building safety: the role of BIM in achieving Hackitt’s golden thread

Since the Grenfell Fire tragedy, the need for a ‘golden thread’ of information for all higher risk residential buildings has been widely recognised. How are those involved in the delivery of these infrastructure projects ensuring they have the necessary skills and capabilities to create and maintain an accurate digital record of the assets they are building? How are building information modelling technologies (BIM) being used to ensure Hackitt’s golden thread of transparency and accountability is met? How are these digital records mitigating the risk of unsuitable components being used?




> Bola Abisogun, chair of BIM working group, Southeast Consortium

13:30 - 14:10 Breakout room 2 - Innovation week workshop

14:15 - 15:00 Main stage - What can the housing sector learn from Smart Cities?

During this case study we will hear how Smart Cities are using the Internet of Things to improve services across health, transportation, customer, and connectivity. What can the housing sector learn from what these Smart Cities are doing, and how can we piggyback on these ides to build improvements into our services?

14:00 - 14:25 Breakout room 1 - Telecare: using data and technology to assist living

Assisted living is the use of sensors and technologies to facilitate the remote delivery of care and support to people in their own homes, allowing them to live as independently as possible in the lowest intensity care setting consistent with their needs and wishes.

How can housing providers use data to understand the collective needs of residents – whether elderly, disabled, or those rehabilitating after a period in hospital – to build a detailed strategy that supports everyone in need with an appropriate communications infrastructure? What are the major wins and lessons learned in this space over the past 12 months? What are the technological and organisational challenges to be aware of when embarking on this journey?


14:30 - 14:55 Breakout room 1 - Service Failure of Great Customer Experience?

The world of work has undergone a revolution, but do we need the same level of seismic change in the housing service offer? This session will explore how digital can act as an enabler to revolutionise the housing service from one which is based on service failure to one which pre-empts and acts before things happen to deliver a truly great customer experience. So, what are the magic ingredients to making this happen? You’ll have to attend to find out!




> Nick Atkin, chief executive, Yorkshire Housing

15:00 - 15:30 Afternoon break

15:30 - 16:15 The workplace of the future

With remote working models now the norm, how can the housing sector link collaboration and innovation to ensure offices can run at business as usual? What are the new requirements for teams, in terms of skills, talent, and diversity? Whose job will it be to make sure everyone functions as a team? How will the sector support and train staff in line with the changing workplace dynamic and resident expectations? Expect a lively debate.



> Ian Wright, chief executive, Disruptive Innovators Network.



> Stefan Webb, places director, FutureGov,

> Liz Haworth, group chief executive, Halton Housing,

> Deb Owen-Ellis Clark, director of marketing: insight, communications, engagement, Places for People.



16:15 - 16:30 Chair closing remarks

16:30 Drinks reception

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