This unique session is designed for housing professionals seeking to blend these elements through co-production with residents to inform service improvement.

Join us for an insightful workshop that draws upon experience and past projects to offer a practical guide on enhancing the responsiveness of housing services. Led by HQN’s Dr Eve Blezard and Sarah Barnes, Head of Data and Insights at InCommunities, this session will delve into a case study demonstrating the significant impact of resident feedback on housing service delivery, from initial scrutiny to implementing Tenant Satisfaction Measures and beyond.

With your own latest Tenant Satisfaction Measures data becoming available from the end of March we will discuss how you can use this data to inform meaningful resident engagement and tenant led improvement.

What you will learn:

• Effective co-production: Understand how co-production with residents places the customer’s voice at the heart of service improvements, particularly in repair services.
• Engagement techniques: Explore innovative workshop and engagement techniques that encourage collaborative working with residents.
• Thematic analysis and research: Discover how thematic analysis and research can extract meaningful insights from customer engagement, effectively tailoring services to meet resident needs.
• Creative communication: Learn creative ways to amplify resident feedback, ensuring it stands out amidst the daily housing management operations.

Facilitators

• Dr. Eve Blezard: With a background in social housing and community development, Dr. Blezard specialises in enhancing resident satisfaction through effective engagement strategies. Her work supports tenant scrutiny panels and introduces innovative approaches to service delivery.
• Sarah Barnes: As the Head of Data and Insights at InCommunities, Sarah brings over two decades of expertise in social housing data, performance, strategic insight, and change management, focusing on translating data into meaningful action.

Join Us

This workshop is a must-attend for any housing professional looking to deepen their understanding of customer involvement and use this insight to deliver real service improvements on the ground. You’ll leave with practical tools, strategies, and inspiration to use your data to work with tenants more effectively and improve services.

Best practice groups are free to members and are a fantastic opportunity to hear about what’s happening in the sector and network with fellow housing professionals and residents. Reserve your spot to embark on a journey of improvement, insight, and inclusive engagement.

Dr Eve Blezard, Networks Project Manager, HQN

Eve is a dedicated community practitioner with a decade of experience in the social housing sector, marked by a TPAS award in 2015. Her work, underpinned by a thesis from Salford University, combines community development and customer insight, focusing on using data and storytelling for actionable research.

Specialising in tenant satisfaction measures, Eve has significantly contributed to improving service delivery through her development of customer feedback frameworks, highlighted by her presentation at an international qualitative research conference. In her previous role, she had led resident insight strategy and frameworks, leading initiatives  in feedback, research and data for over seven years.

Currently at HQN as the Networks Project Manager, Eve is drawing on her expertise in enhancing resident engagement and involvement to focus on supporting members on resident engagement and involvement.

Sarah Barnes, Head of Insights at InCommunities

Sarah manages a data and insight team and has over 18 years’ worth of experience in the social housing sector. Her work looks to provide strong data assurance combined with customer insight and storytelling to support understanding across a range of audience types.

Specialising in data governance and the use of data and insight to drive decision making, in her previous role she led on developing and introducing a performance management structure and managed the transformation of data reporting to incorporate the tenant’s voice.

Currently at Incommunities as the Head of Data and Insight, Sarah is using her experiences to enhance data quality and the use of qualitative and quantitative data to support business decision making and the customer / tenant journey.

Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.