The Regulator of Social Housing couldn’t be clearer – robust and accurate data is the key to delivering first class services to tenants.

Every effective modern business is built around the quality of its data. It’s even more important when that data is essential to understanding your homes and the tenants who live in them. This golden thread of information needs to run through your business and join the dots across people and departments.

Strong data is also key to your regulatory performance – can you provide evidence that your residents are living in safe and decent homes?

Why, then, does the social housing sector continue to face significant data challenges? Here are just a few of the issues:

• Fragmented data systems: Many housing associations use different systems for managing tenant data, property information and other operations, leading to inconsistencies and difficulties sharing information
• Lack of standardisation: Varying data standards across different systems and departments create discrepancies and errors
• Resource constraints: Limited resources and integration challenges can hinder the implementation of comprehensive data governance frameworks
• Siloed and poor quality data: Lack of access to important records and data quality issues hinder effective tenant support and the ability to meet key regulatory targets.

HQN has put together this event to take a practical look at how to overcome these common barriers.

We will focus on the key data issues for social housing organisations, looking at the principles of data management, why you need to invest in it, where to start and how to refine as you go.

You will hear from data analysts and experts as well as social housing providers who have faced and overcome challenges and can advise you on how to do the same.

What will be covered:

• Why you need good data – the business case for developing your data strategy
• Knowing your tenants and customer segmentation
• Good data management practices
• Using wider data sources
• UK Housing Data Standards.

Why attend?

• Understand the business case for improving your data collection, storage and use
• Learn about different data sources and options for data management
• Hear from other practitioners about how they overcame the challenges
• Get the lessons learnt from those who have implemented successful data strategies.

Essential for:

• Chief Executives
• Directors of Housing
• Executive Directors
• Heads of IT and Data
• Information and Data Officers
• Customer Service Directors.

Chloe Fletcher, Director, HQN

Chloe has worked in the social housing sector for over 25 years, since her first role in housing management with JSS Pinnacle as a trainee housing officer. She completed a Masters in Housing with Professional Qualification at the London School of Economics and then moved into housing policy, working on behalf of the London boroughs, initially for London Housing Unit and then London Councils. She joined the National Federation of ALMOs (NFA) in 2007 working with members, government officials and wider housing stakeholders to develop NFA policy and support the ALMO movement. She brings her wide range of housing management and policy knowledge to HQN as director, working across the business and bringing her skills and experience to the whole social housing sector.

Jayne Lawson, Executive Director of Customer Experience, First Choice Homes Oldham

Leading First Choice Homes Oldham’s Customer Experience Strategy, Jayne has extensive experience within the housing sector since she started out as a housing officer at aged just 16.

Jayne has a wealth of experience in anti-social behaviour, income and financial inclusion. Her strengths lie in connecting with people, problem solving and innovation to provide excellent customer and colleague experience.

Nicky Hawkins, Director of Data Services, 3C

Nicky is 3C’s Director of Data Services, with over 35 years of experience in the social housing and local authority sectors, having worked with over 100 housing organisations.

Nicky is passionate about empowering organisations to use the potential of their data within their business and has extensive experience dealing with data strategies, data governance, data policies and information management.

Frank Manoharan, Corporate Head of IT & Digital Services, Lincolnshire Housing Partnership

Frank is an experienced Data and Technology professional, specialising in the delivery of major transformation programmes. His previous roles include Director of ICT across three colleges in London, and Head of ICT at a Housing Association in Kent. Other sector experience include engineering, manufacturing and the NHS. As well as over 15 years of technology related experience, other strengths include strategic leadership, digital transformation, driving cultural change, delivering projects and managing customer facing services.

Chris Lees, CEO, Data Clan

Chris Lees is a leading data analytics expert and workplace strategist. As CEO of Data Clan, Chris is well respected in the social housing sector and wider real estate industry. He continues to drive innovation as one of the authors of the UK Housing Data Standards. He has also worked on several large-scale data strategy programmes for G15 social housing providers.

Chris was a member of BRAC Golden Thread Working Group, advising government on the Building Safety Bill (now Act) following the Hackitt Review, and remains an advisor supporting government with the creation of the Building Safety Act guidance. He chairs the Real Estate Data Foundation’s Data Standards Steering Group and is Technical Director of OSCRE International. In his spare time, Chris is a trustee for a North Yorkshire dementia charity, and an athletics coach.

Data Clan supports clients with the implementation of standards including ISO-19650, COBie, and the UK Housing Data Standards.

10:30am Welcome and introductions

• Chloe Fletcher, Director, HQN

10:40am Putting people first – why customer insight matters

• Jayne Lawson, Executive Director of Customer Experience, First Choice Homes Oldham

11:10am Principles and practices of good data management

• Nicky Hawkins, Director of Data Services, 3C

Nicky Hawkins from 3C lifts the lid on why strong data management is essential for social housing organisations aiming to deliver high-quality services. Drawing on real-world client experience, she’ll unpack common data pitfalls, the hidden costs of poor practices and the big wins that come from investing in clean, usable data. Plus, discover how to build a positive data culture across your organisation, empowering every staff member with the skills and mindset to make data work.

11:40am Break

12:00pm Meeting the UK Housing Data Standards

• Frank Manoharan, Corporate Head of IT and Digital Services, Lincolnshire Housing Partnership

Lincolnshire Housing Partnership (LHP) is setting the pace as the first organisation certified under the UK Housing Data Standards. In this session, Frank Manoharan, Corporate Head of IT and Digital Services, shares LHP’s journey with HACT – from the decision to adopt the standards to the real-world impact across their operations. Discover how consistent, high-quality data is helping LHP streamline services, unlock efficiencies and deliver better outcomes for customers and the organisation alike.

12:30pm Developing a data strategy – how to make the most of available data

• Chris Lees, CEO, Data Clan

In our closing session, Chris Lees, CEO of Data Clan, will bring everything together with a practical guide to building a data strategy that truly fits your organisation. From identifying the right data to collect to tapping into external sources you might be missing, Chris will walk you through the steps to shape a strategy that drives real impact. He’ll also spotlight the common traps to avoid and what to prioritise, whether you’re starting from scratch or fine-tuning your current approach.

1:00pm Close

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. Delegates may be substituted at any time.