With tenant satisfaction at the heart of the regulator’s approach, the need for outstanding customer service has never been more important for housing providers.

But the overall verdict from the first official set of TSM results shows that we are only doing ‘okay’ – seven out of ten tenants are happy, but one in five are not.

Join the Institute of Customer Service, the Contact Centre Management Association and other renowned speakers as we explore the crucial role a seamless customer experience plays in keeping residents happy. Our speaker line-up includes:

• Jo Causon, CEO of the Institute of Customer Service, on the latest UK customer satisfaction trends, how the housing sector performs in comparison and whether the Tenant Satisfaction Measures are making a difference
• Julia Mixter, Executive Director of Business Services at Anchor Hanover Group, on the group’s project to transform the customer experience around repairs
• Stephen Yap, Research Director at CCMA, on the latest research, trends and technology shaping the future of UK contact centre
• Alex Nagle, Customer Services Director at VIVID Homes, on the housing association’s project to create a multi-channel customer experience for residents
• You will also hear from Dave Lockerman, Director of Housing Operations at Stonewater on using TSMs to reshape services.

The Institute of Customer Service reports that levels of customer satisfaction across all sectors in the UK are at their lowest since 2010.

They point to making it easier to contact the right person, more friendly and helpful staff, and better website navigation as key drivers of satisfaction in addition to the quality of products and services delivered.

This means a multi-channel approach to customer service is required – one where residents have control of how and when they contact their landlord – with the onus on organisations to ensure a seamless customer experience.

As ever, contact centre teams play a central role. But heightened customer expectations, longer and more complex conversations, and high staff turnover are still having an impact on morale.

This event will examine the current state of customer service in housing, and what different organisations are doing to transform the customer experience and ultimately drive satisfaction.

We will look at the latest contact centre trends, the role of technology and what a seamless multi-channel experience looks like.

This event is essential for:

• Chief executives
• Customer experience directors
• Customer service and contact centre teams – managers and operational staff
• Customer insight teams
• Business transformation teams
• Digital teams.

10:30am Chair’s welcome

• Jon Land, Head of Contact, HQN

10:35am What the housing sector can learn from the latest UK customer satisfaction trends

• Brian Weston, Head of Research and Insight, Institute of Customer Service

11:15am Transforming the customer experience around repairs

• Julia Mixter, Executive Director of Business Services, Anchor Hanover Group

11:45am Creating a multi-channel customer experience for residents

• Alex Nagle, Customer Services Director, VIVID Homes

12:15pm Break

12:35pm The latest research, trends and technology shaping the future of UK contact centres

• Stephen Yap, Research Director, Contact Centre Management Association

13:05pm Using TSMs to reshape services

• Dave Lockerman, Director of Housing Operations, Stonewater

13:35pm Closing remarks

Brian Weston, Head of Research and Insight, The Institute of Customer Service

Brian leads the Institute of Customer Service’s activities in research and insight. His work focuses on evolving customer behaviours, employee engagement and customer satisfaction, the people and technology interface in customer service, service productivity and the relationship between customer satisfaction and financial performance

Prior to his role with Institute, he worked with BT where, over 18 years, he held a variety of senior marketing, commercial and strategic roles focusing on a broad range of customers from consumers and small businesses to large, global corporates and government departments. He began his career managing a busy customer service operation in the North East of England.

Brian holds a degree in Modern History and French from New College, Oxford and a master’s degree in European Policy and Management from Birkbeck College, University of London.

Alex Nagle, Customer Services Director, VIVID Homes

Alex Nagle is the Customer Service Director at VIVID, a leading provider of affordable homes and extensive support services in the south of England, with 36,000 homes and 74,000 customers. She is dedicated to delivering a great customer service, shaping services with the support of customers and creating positive customer experiences.

Alex has worked in housing for over 30 years, initially focusing on customer service before moving into leadership roles. She is passionate about empowering customers, hearing their voices and ensuring they have the tools and support needed to make a difference.

Throughout her career, Alex has held various leadership roles, where she has been instrumental in implementing customer-centric strategies and driving service excellence.

Alex is at the forefront of transforming VIVID’s services, focused on increasing customer satisfaction by streamlining processes, adopting innovative technologies, and fostering a culture of continuous improvement.

Julia Mixter, Executive Director of Business Services, Anchor Hanover Group

Julia joined Anchor in May 2024 from Raven Housing Trust. As Director of Transformation at Raven, she led an award winning multi-year business transformation programme to improve services to customers, drive value for money and reduce operational risk and waste.

With more than 20 years of experience in senior human resources roles, she was previously the Director of Human Resources at the Royal Automobile Club.

Julia has also served as the Director of People and Operations at The Children’s Trust, a medical charity and as a senior HRBP at Transport for London. In addition to her professional roles, she volunteers as a Trustee for the Royal School of Church Music.

She holds a degree in psychology and a postgraduate diploma in Strategic Human Resources Management and is FCIPD qualified.

Stephen Yap, Research Director, Contact Centre Management Association

Stephen Yap is the Research Director for the Call Centre Management Association (CCMA), where he designs and delivers bespoke research on topics of interest to the contact centre sector, encompassing themes such as customer and colleague experience, operations management and technology transformation.

Stephen and CCMA have published almost 30 papers on these topics. As a speaker, Stephen appears regularly at CCMA and external events.

Dave Lockerman, Director of Housing Operations, Stonewater

Dave is a key member of the corporate senior directors’ group at Stonewater as their Director of Housing Operations. He is responsible the delivery, performance and customer experience of a broad portfolio of housing services, and for circa 550 staff and £15m budget.

He has over two decades’ experience in social housing and a record of delivering efficient and effective customer service. His clear strategy, engagement of colleagues, and creation and re-engineering of structures, systems and processes have led to significant progress in cultural change, service improvement, customer experience and performance.

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.