Criticised by MPs, residents and the Housing Ombudsman, shared ownership has in recent years become an increasingly hard sell for housing providers.

The Housing Ombudsman has highlighted that miscommunication, confusion over maintenance responsibilities and the complexity of shared ownership has created a mismatch between expectations and delivery. Its latest Insight report even calls for reform of the model.

Meanwhile, according to recent research based on the Tenant Satisfaction Measures, shared owners are more dissatisfied with their landlords than renters.

So, where does this leave social landlords who have invested millions in building shared ownership homes and are trying to make it an attractive proposition to would-be buyers while keeping existing residents happy?

The Shared Ownership Council, a cross-industry body committed to building a better shared ownership offer for consumers, understands the issues but believes there is a bright future for the model. Others are not so sure.

At this event designed for leasehold and home ownership teams, we will hear from both sides of the argument as we look at ways to improve the shared ownership offer and drive-up satisfaction.

We will discuss the problems with the model, the immediate changes landlords can make to fix service failures as well as proposed future changes such as the new code of practice and the legal changes in the new Renters’ Rights Bill.

So, join us to explore the issues and hear from the experts working in the sector.

What will be covered:

• Shared owners and complaints – lessons from the housing ombudsman
• The view from shared owners
• The new code of practice
• Changes in the Renters’ Rights Bill.

Essential for:

• Directors of Housing
• Directors of Asset
• Development Directors
• Leasehold teams
• Shared Ownership teams
• Strategy and policy leads
• Operational teams – housing, repairs and maintenance, customer services
• Those who want to improve the shared ownership experience.

10:30am Chair’s welcome and introduction

• Helen Muir, Associate, HQN

10:35am The problems shared owners are facing

• Sue Phillips, Founder, Shared Ownership Resources

11:05am Improving fairness for shared ownership complaints: insights from the Housing Ombudsman

• Chris Harrison, Insight and Systemic Lead, Housing Ombudsman Service

11:45am Break

12:00pm A new Shared Ownership Code of Good Practice.

• Ann Santry, Chair, Shared Ownership Council

12:30pm The Renters Rights Bill: implications for shared ownership

• Jatinder Bhamber, Senior Associate, Devonshires

1:00pm Low cost home ownership satisfaction – what are the results telling us?   

• Helen Muir, Associate, HQN

1:30pm Close

Helen Muir, Associate, HQN

Helen has extensive experience of shared ownership, having worked in senior roles for two large housing groups where her responsibilities included sales programme delivery and the management of over 5,000 shared ownership/leasehold homes, along with running the largest Help to Buy agency in England.

As a consultant Helen specialises in affordable home ownership and leasehold management, and has provided interim management and strategic and operational support to a number of registered providers, local authorities and private sector companies. Helen also supports the Leasehold Network, writing briefings and speaking at several events.

Sue Phillips, Founder, Shared Ownership Resources

Sue launched Shared Ownership Resources, in 2021, to champion the interests of shared owners and households considering shared ownership. The project publishes case studies, collaborates with housing, legal and financial experts to offer specialist information and advice; and campaigns for improved transparency and better outcomes and against mis-selling and other poor practices in the sector.

She has spoken at events including Homes UK 2023 and the British New Homes Mortgage Senate 2022. In May 2023, she published Shared Ownership: The Consumer Perspective.

Sue is a qualified chartered accountant (retired), writer and former shared owner.

Chris Harrison, Insight and Systemic Lead, Housing Ombudsman Service

Christopher began his social housing career in 2007, gaining experience in complaint-handling roles before joining the Housing Ombudsman in 2013. Since then, he has worked in a variety of roles including dispute support, investigations, and performance and business information.

In his current role as Insight and Systemic Lead he has made contributions to recent ‘Spotlight On’ reports including: Knowledge and Information Management; Attitudes, Respect and Rights; and the recent follow-up to the Noise Complaints Report. He has also led on special investigations and insight reports.

Jatinder Bhamber, Senior Associate, Devonshires

Jatinder is a Chartered Legal Executive in the Housing Management & Property Litigation team at Devonshires Solicitors.

Jatinder has a strong practice in Shared Ownership and Leasehold matters and regularly advises Registered Providers on shared ownership arrears proceedings, forfeiture, service charge disputes, unauthorised alterations and boundary disputes.

Jatinder also advises Registered Providers and Local Authorities on all aspects of housing and tenancy management, including possession actions, Anti-Social Behaviour injunctions, tenancy fraud, subletting committals, Disrepair & Fitness for Human Habitation claims and EPA actions.

Jatinder also provides non-contentious advice to clients including the drafting of policies and procedures in relation to Shared Ownership as well as lease reviews and interpretation.

Jatinder frequently provides training to Registered Providers to assist in the recovery of Shared Ownership arrears and Leaseholder debt.

Ann Santry, Chair, Shared Ownership Council

Ann is an experienced NED and executive coach. Until June 2018 she was CEO of Sovereign, a top 10 housing association, where she led the growth of the business from 11k to 56k homes. Ann has significant experience in residential property development and management, strategy, corporate governance, M&A and change management. Ann is currently Chair of the Shared Ownership Council and also holds NED positions at Simply Affordable Homes and Hill Group.

If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected]

Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

Cancellations must be made in writing, and will be acknowledged by HQN Limited.