The Regulator of Social Housing’s report on the tenant satisfaction measures (TSMs) data does not make great reading for housing management professionals.

Just 60% of residents are satisfied that their landlord listens to tenant views and acts upon them; 58% are satisfied with their landlord’s approach to handling antisocial behaviour and 63% are satisfied that their landlord makes a positive contribution to the neighbourhood. And with only 34% of tenants satisfied with complaint handling, it is clear there is significant room for improvement with current communication and engagement practice across the sector.

The way we interact with residents – by phone, email, letter and face-to-face conversation – is under more scrutiny than ever.

This year’s Housing Management Network annual conference will look at how strong communication and effective engagement is at the heart of transforming relationships with residents – resulting in greater trust and improved services.

We’re bringing together industry leaders and experts to discuss the role of engagement and communication in achieving high TSM satisfaction, handling tenant concerns proactively and using data to improve interactions and service design.

We’ll look at how housing officers are being asked to take a new approach to communicating with residents and how best they can be supported and trained to meet new standards and expectations.

From practical tools to real-world case studies, this year’s conference will provide key insights and strategies for strengthening the relationship between housing providers and tenants.

Sessions include:

• Communication as the foundation of effective housing management
• The evolving role of the housing officer: competence, conduct and professionalisation
• TSMs in practice – what drives satisfaction?
• Using data for tenant-centric service delivery/using technology to reach tenants
• Reaching and supporting residents with vulnerabilities.

Why you should attend:

• Keep up to date with what the Regulator of Social Housing expects to see
• Learn how to build trusting relationships between landlords and tenants and treat tenants with fairness and respect
• Improve communication with residents: we’ll explore strategies to enhance communication and engagement, directly impacting TSMs
• Find out how others are supporting vulnerable residents: learn from industry leaders and real-world case studies on building trust, delivering fair and equitable outcomes for all and improving service delivery
• So you know how to empower your housing officers: discover how housing officers can be trained and supported to meet new professional standards, make the most of new powers and improve tenant engagement.
• Meet housing management colleagues across the country to build your professional network.

Essential for:

• Directors of Housing/Customer Service
• Heads of Housing Management
• Housing management teams
• Housing Officers
• ASB staff
• Tenancy sustainment teams.

10:30am Opening remarks from the Chair

• Jane Davies, Director of Housing and Customer Services, St Leger Homes

10:40am Keynote: Communication as the foundation of effective housing management

• Kate Dodsworth, Chief of Regulatory Engagement, The Regulator of Social Housing

11:10am Practical steps and best practice around tenant communication

• Bobbie Hough, Associate, HQN

11:30am Break

11:45am TSMs in practice – what drives good scores?

• Hazel Edwards, Head of Customer Voice and Value, Wrekin Housing Group

12:05pm Panel discussion with the morning’s speakers 

12:30pm Lunch

1:15pm Building back trust through communications

• Mica Joseph, Head of Estate Management, Notting Hill Genesis

• Lesley Versprille, Estate Operations Manager – Factory Quarter, Notting Hill Genesis

1:45pm The evolving role of the housing officer: competence, conduct and professionalisation

• David Hunter, Director of Housing, Clarion Housing Group

2:05pm Break

2:20pm Reaching and supporting residents with vulnerabilities

• Jane Davies, Director of Housing and Customer Services, St Leger Homes

• David Hunter, Director of Housing, Clarion Housing Group

2:40pm Panel discussion on the future of housing management

3:10pm Closing remarks and reflections on the day 

• Jane Davies, Director of Housing and Customer Services, St Leger Homes

3:20pm Close

Jane Davies, Director of Housing and Customer Services, St Leger Homes

Jane was born in Doncaster and has worked for St Leger Homes since its creation in 2005. She is passionate about delivering excellent customer care and high standards as well as helping make Doncaster a great place to live and work.

Jane enjoys collaborating and working closely with tenants and making a difference to their lives and improving communities. Jane has a degree in social housing, is a chartered member of the Chartered Institute of Housing and has vast experience across housing management, tenant involvement, customer services and homelessness. She has been involved in national campaigns around stopping social housing stigma and sees social housing as an essential part of ensuring everyone has a safe and stable home.

Kate Dodsworth, Chief of Regulatory Engagement, 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.

Bobbie Hough, Associate, HQN

Bobbie is an expert in strategic planning and crisis communications and has worked with some of the UK’s most recognised brands overseeing successful mergers, high profile media campaigns and managing crisis scenarios. He works with companies to help align communications and business strategies.

Hazel Edwards, Head of Customer Voice and Value, Wrekin Housing Group

During 20 years in the sector, Hazel has specialised in customer voice, performance reporting, research, regulatory preparations and change and improvement. This has included working at strategic and operational levels to ensure customer voice is clearly shaping service design and delivery across services.

During her three years at Wrekin Housing Group, Hazel has worked on evolving service areas to bring in a broader representation of customer voices; combining her passion for improvement and involvement. Hazel is a member of the Customer Experience and Housing Management NHF Group.

Mica Joseph, Head of Estate Management, Notting Hill Genesis

With a career spanning over ten years in housing, five of which has been spent in estate services, Mica is determined to continue to work with the sector to improve service delivery across the country. Throughout her journey, Mica has had the opportunity to work with a diverse range of estates and is committed to positively impacting the lives of countless residents.

Mica began her journey in estate services as a contract manager passionate about improving contract management and service delivery. Over the years she has been challenged and developed by residents, colleagues and the different roles Mica has done which have all contributed to how she has approached her career to date.

With a total annual estate services contract value of £12m, Mica has had the opportunity to lead a great team and service which is on a journey of change. Through procurements, the implementation of technology and changes to the team structure estate services satisfaction is improving.

Lesley Versprille, Estate Operations Manager – Factory Quarter, Notting Hill Genesis

Lesley is the Estate Operations Manager in Turnham Green, West London, overseeing 475 homes and 20 commercial units. With nearly 15 years in housing, she began as a housing officer and advanced to specialist support roles. She played a key role in creating NHG Places, a department managing over 10,000 homes, focusing on continuous improvement and stakeholder management. An Associate IRPM member, Lesley is celebrated for her dynamic leadership and commitment to fostering thriving communities.

David Hunter, Director of Housing, Clarion Housing Group

David has worked in both private and public sector housing his entire career starting in the sales and lettings markets before taking up council roles across Part VI housing allocations, temporary accommodation provision and ALMO management before then moving into the housing association sector.

He is currently Director of Housing for Clarion Housing, England’s largest housing association, overseeing housing, lettings and regeneration service delivery nationwide for 125,000 homes, having completed following similar roles at Hyde Housing and Paradigm Housing.

He has also worked in the ‘for-profit’ housing association sector with Sage Housing and was Chair of Mount Green Housing Association until 2024, so brings a range of experiences across the social housing space.

If you are unable to attend an event or public training course, please let us know in writing via email or letter at least 48 hours beforehand. 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.