As the consumer regulation regime takes shape and organisations prepare for the launch of the new Tenant Satisfaction Measures in Spring 2023, the Regulator of Social Housing is challenging landlords on how they intend to engage with, and get feedback from, the ‘silent majority’ of residents.

The regulator says it expects landlords to be already well underway with their preparations. RSH director of consumer standards Kate Dodsworth, a keynote speaker at this year’s conference, believes significant culture change is required in order to evidence assurance on tenant concerns with housing providers expected to act on data collection and management as a priority.

And in the pivot to proactive consumer regulation, RSH has also emphasised the importance of capturing meaningful feedback from all tenants, with the ‘silent majority’ highlighted as a key priority.

“You can break tenants into three groups: There are those who are active who are raising unedifying problems – this is uncomfortable for the sector, serious and needs to be resolved ASAP. How do you know this is not you? Then there are tenants whose needs are being met, who you hear from regularly. Then there is the ‘silent majority’ and, for me, this should be a key area of focus – how do you get assurance from this group?” Kate Dodsworth, Director of Consumer Regulation, Regulator of Social Housing

This year’s virtual conference will take a practical look at how social landlords are preparing for the new consumer regulation regime with a particular focus on new approaches to resident engagement, how to reach the ‘hidden voices’ in our tenant base and wider communities and what we do with feedback and other useful information when we receive it.

One of the key drivers of satisfaction in the sector is the quality of repairs, the behaviours and attitudes of resident-facing teams and our ability to act promptly and efficiently when things do go wrong.

Rebecca Reed, Head of Insight and Development, at the Housing Ombudsman Service, will provide delegates with an update on current complaint trends they are seeing in the sector and how working with residents is helping the service deliver better outcomes for all concerned.

Given the cost-of-living crisis, inflationary pressures on housing finances and the likelihood of a 5% rent increase around the corner, this year’s conference will also explore how the social housing sector is supporting residents – and whether residents feel they are getting the targeted help they need.

Essential for:

• Resident engagement teams
• Social housing residents
• Customer experience directors
• Housing directors
• Contact centre teams
• Business and customer insight teams
• Housing management teams
• Community development teams.

Alistair McIntosh, Chief Executive, HQN

Alistair McIntosh is one of the social housing sector’s most respected and best known personalities. As founder and Chief Executive of HQN, he is regarded as one of the foremost advisers on governance and regulation, specialising in VfM and stress testing. His hands-on approach sees Alistair leading on all HQN’s in-depth assessment mock exercises and support work, designing and running the popular Iron Grip sessions and chairing/speaking at conferences and events.

Career highlights include setting up and running the National Federation of ALMOs, leading the popular consultation on the regulatory standards for housing, and developing an approach to VfM that won praise from the housing minister. A regular contributor to the housing press, Alistair’s columns are known for their humorous, pointed and painfully accurate assessment of the state of social housing.

Kate Dodsworth, Director of Consumer Regulation, Regulator of Social Housing

Kate started her career in homelessness in 1992, working firstly with rough sleepers in Birmingham through to managing a large hostel for single homeless in Brighton for five years. She gained a Masters degree in Housing in 2003 and moved to the National Housing Federation where she performed a variety of roles; latterly Assistant Director. Kate moved to AmicusHorizon in 2013 (Optivo from 2017) becoming Executive Director of People and Communications. She was Chief Executive of Gateway Housing for three years before taking up her current role with the Regulator of Social Housing. Kate was an external examiner for Westminster University until 2020 and a founder member of Leadership2025.

Kate Roberts, Housing Research Director, IFF Research

Kate is an Associate Director of Housing Research from the London-based agency IFF Research. Using her many years of experience working within the social housing sector, she works with housing providers to maximise their opportunities to engage with their residents, ensure that they gather valuable insight in how to improve services and their overall customer experience.

Kate has previously worked in operational roles and in more strategic roles for social housing providers across the UK, including; working in Business Intelligence at First Choice Homes Oldham, and as the Customer Insight Manager for Peabody.

Her unique expertise has helped organisations to produce robust, effective, and impactful customer-focused strategies and processes. She has also worked with housing providers to embed culture change within their organisations.

Hollie Jones, IFF Research

Hollie is a specialist in social research within the housing sector, with a focus on business development and customer experience. Since joining IFF Research in early 2021, Hollie has successfully led customer feedback programmes for multiple housing providers across the UK and Northern Ireland. Hollie is also currently involved in a number of high profile research and evaluation projects commissioned by DLUHC.

She has an MA in Social Research Methods and has conducted research for organisations such as the Foreign, Commonwealth & Development Office; Shelter UK; UNICEF; and the World Health Organisation.

Rebecca Reed, Head of Insight and Development, The Housing Ombudsman Service

Rebecca Reed is the Head of Insight and Development at the Housing Ombudsman Service. She joined the Service in November 2020 having worked for over 15 years for the Independent Office for Police Conduct, driving improvements in the police complaints system through data analysis, thematic investigations and critical interventions. At the Housing Ombudsman, she heads up the function that drives improvements in the housing complaints system using similar mechanisms and our Complaints Handling Code. The function also provides insight into service provision from themes and trends in complaints to facilitate sector learning and a positive complaints culture for landlords and governance.

Melissa Lacide, Senior Engagement Officer, The Quality of Life Foundation

Melissa is the foundation’s engagement lead, working with community partners, local authorities, and housing associations to embed quality of life at the heart of places and enable good practice engagement.

She is passionate about community participation, understanding the aspirations, connections and needs between people and places. She has wide-ranging experience working collaboratively with stakeholders on the ground, managing partnership projects, and capturing social value.

Melissa worked in social housing for several years, collaborating with in-house teams and local partners in resident involvement and community engagement to improve services, develop community assets, and provide access to local opportunities.

Also working with communities and social housing providers, her career includes a position held at a placemaking charity and sustainable architectural practice. The roles spanned being an advisor in design research and community led design practice, an engagement consultant, and a participatory researcher.

Doug Sarney, RVI Project Lead and Solutions Principal, MRI

Doug plays an integral role in the introduction of new products and services to the social housing sector, working closely with industry thought-leaders and housing providers. He has many years of experience analysing large data sets and developing strategic, mathematical modelling solutions, the last nineteen of which have been in social housing. Currently he is heading up two new initiatives for MRI: The Data Revolution and The Resident Voice Index ^TM.

Danielle Aumord and Grenfell survivors

Danielle Aumord is an experienced print and broadcast journalist who specialises in housing investigations; CSE, grooming and trafficking; prison, rehabilitation, exiting gangs strategy; underground/ niche culture.

She is also a North Kensington resident and has been covering the Grenfell fire extensively. She has been covering the Grenfell Tower Public Inquiry for Housing Quality Network and she also works for BBC Radio London.

10:30 Chair’s welcome and introduction

• • Alistair McIntosh, Chief Executive, HQN

10:40 The new era of proactive consumer regulation and Tenant Satisfaction Measures

• • Kate Dodsworth, Director of Consumer Standards, Regulator of Social Housing

11:10 Q&A

11:25 The latest complaint trends, working with residents and reflections on the Awaab Ishak case

• • Rebecca Reed, Head of Insight and Development, Housing Ombudsman Service

11:55 Q&A

12:10 Break

12:20 Preparing for the new Tenant Satisfaction Measures – practical tips on engaging with ‘hidden voices’

• • Kate Roberts, Housing Research Director, IFF Research

  • Hollie Jones, Research Manager, IFF Research

13:05 Lunch

13:35 After the inquiry – will the victims of Grenfell get the legacy they deserve?

• • Danielle Aumord and Grenfell survivors

14:30 Inclusive engagement for quality of life

• • Melissa Lacide, Senior Engagement Officer, The Quality of Life Foundation

15:00 The Resident Voice Index – results from the latest survey

• • Doug Sarney, RVI Project Lead and Solutions Principal, MRI

15:30 Closing remarks

• • Alistair McIntosh, Chief Executive, HQN

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