Fixing it right, first time: Repairs, where trust is won and lost

Minimising friction

Fixing it right, first time: Repairs, where trust is won and lost

Wednesday, 23 Sep 2026 11:30 - 12:15

Repairs sit at the heart of the tenant experience. More than almost any other service interaction, the way a repair is handled and the way it is communicated shapes how a resident feels about their landlord. Commonly contractor shortages mean work is too often completed unsatisfactorily, and when things go wrong, communication failures compound the damage. This session goes beyond the operational fixes to explore the engagement and communication dimensions of the repairs challenge and what housing providers can do to rebuild trust when the system lets residents down.

This session will discuss:

• How organisations can set realistic expectations, keep residents informed at every stage and reduce the frustration that builds when people feel left in the dark fin
• Methods for integrating post-repair insight effectively capturing insight quickly,
• How to rebuild trust with residents who have had poor repairs experiences

In partnership with

EXHIBIT/SPONSOR

Testimonials

Alison Jenkins, tenant, Magenta Living

"What a fantastic experience as a tenant, to hear from so many passionate and inspirational professionals, who are all keen to provide their skills and knowledge to guide both landlords and residents."

Becci Gardner-Queen, housing team leader, Darlington Borough Council

"Great conference! The speakers were very knowledgable. We left feeling refreshed and armed with knowledge of what is to come and what we are preparing for."

Eileen Smith-Hughes, ClwydAlyn Housing

"Interesting and informative panels throughout the day with plenty of opportunities for discussion, questions and networking."

Elly Hoult, chief operating officer, Peabody

"The best conference I have attended this year."

Paul Singleton, strategy and customer insight director, The Hyde Group

"The conference was an excellent opportunity to engage with debate, hear inspiring stories and to stimulate thoughts about making engagement work better."

Rachael Orr, chief executive, PlaceShapers

"I really enjoyed the event. It was great to be at a housing sector conference and see so many residents and so much more diversity of attendees than you often get."

Valerie Oldfield, member of the National Housing Federation Tenant Advisory Panel

"A very engaging conference where residents and staff come together to meet, discuss and share knowledge. This is one not to miss."

Tenant and Resident Engagement CONFERENCE STARTS IN: