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Agenda

Agenda: day 1

 

 

Click here to see the day 2 agenda

08:00 Registration

09:00 - 09:15 Chair welcome remarks

> Matt Ballantine, head of technology and transformation, RHP

09:15 - 09:30 Keynote presentation: 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.

 

Speakers:

 

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

 

09:30 - 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?

 

Chaired by:

 

Jacqui Bateson, managing director, HACT

 

Panellists include:

  • Sharon Hayes, director of technology services, Great Places Housing Group
  • Suzanne Ralphson, head of projects, PA Housing
  • Julia Mixter, director of transformation, Raven Housing Trust
  • Amit Patel, director of data, technology, and programme delivery, Stonewater

 

10:30 - 11:00 Morning break

11:00 - 11:45 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.

 

Chair:

> Stefan Webb, places director, FutureGov

 

Speakers:

 

> 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 - 11:45 Breakout room 1 - Innovation week workshop

Part of the first ever Inside Housing Innovation Week, these workshops will offer an opportunity to gain practical insight into how the process of innovation can be supported within the social housing sector.

 

Each session will consist of a presentation by a leading expert, detailing key lessons on how to embed innovation. The presentation will be followed by a Q&A session, giving delegates the opportunity to ask about the areas and challenges that interest them the most.

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.

 

Chaired by Localz

 

Panellists include:

  • Julie Kay, head of digital operations, Orbit

11:45 - 12:30 Breakout room 1 - Innovation week workshop

Part of the first ever Inside Housing Innovation Week, these workshops will offer an opportunity to gain practical insight into how the process of innovation can be supported within the social housing sector.

 

Each session will consist of a presentation by a leading expert, detailing key lessons on how to embed innovation. The presentation will be followed by a Q&A session, giving delegates the opportunity to ask about the areas and challenges that interest them the most.

12:30 - 13:30 Lunch

13:30 - 14:00 Main Stage - 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?

 

Speakers:

  • Simon Minty, director, Sminty Ltd

13:30 - 14:15 Breakout room 1 - Innovation week workshop

Part of the first ever Inside Housing Innovation Week, these workshops will offer an opportunity to gain practical insight into how the process of innovation can be supported within the social housing sector.

 

Each session will consist of a presentation by a leading expert, detailing key lessons on how to embed innovation. The presentation will be followed by a Q&A session, giving delegates the opportunity to ask about the areas and challenges that interest them the most.

14:00 - 14:30 Main Stage - 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.

 

Speakers:

  • Simon Penny, customer researcher, Citizen Housing

14:30 - 15:00 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?

 

Speakers:

 

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

14:30 - 15:00 Main stage - Service failure or 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!

 

Speakers:

 

> 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.

 

Chair:

> Ian Wright, chief executive, Disruptive Innovators Network.

 

Speakers:

> 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

Matt Ballantine, head of technology & transformation, RHP

16:30 Drinks reception

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