In today’s world, how we communicate with our tenants has never mattered more. It’s no longer just about sharing information – it’s about listening, understanding, and building relationships rooted in trust, respect, and dignity. Because great communication isn’t a ‘nice-to-have’ – it’s the cornerstone of a caring landlord.

But let’s be honest, poor communication remains one of the main issues raised by residents. While the comms team might be nailing it, there are still corners of the organisation clinging to cold, corporate templates filled with jargon that belong in a different decade.

At this event, we’re rewriting the script.

We’ll spotlight the landlords who are raising the bar – sharing how they’ve transformed the way they speak with, not at, their residents. And we’ll dig into the work it took to make that shift.

What’s on the agenda?

• Crafting a tone of voice that’s human, clear and authentic
• Making language easy to understand and why it matters more than ever
• Embracing two-way communication – listening as well as speaking
• Using data and AI to personalise, not dehumanise
• Reaching everyone with inclusive, accessible channels
• Moving from transactional to meaningful conversations that cater for individual needs
• Breaking down silos – so every team owns the message, not just comms
• Why all of the above will help you meet the consumer standards.

Who should attend?

• Chief executives
• Communications and PR teams
• Resident engagement staff
• Customer experience leads
• Business transformation teams
• Customer insight managers
• Contact centre managers.

Jon Land, Head of Content, HQN

Jon joined HQN in October 2015 after five years as editor of 24housing magazine. A journalist by profession, he started his career at the Hereford Times before joining allpay in 2005 to establish the 24dash.com news website and 24housing magazine. At HQN, Jon leads on business development and external relations.

Laura Kilby, Professor of Discursive Psychology, The University of the West of Scotland

Laura Kilby is a Professor of Social and Discursive Psychology at the University of the West of Scotland based in the School of Education and Social Sciences. Laura is an expert in the study of talk and communication. Her research examines forms of institutional power and the oppression of marginalised individuals and communities in and through language. She has variously studied social class and poverty; citizenship and immigration; gender and homelessness; and social deprivation and health. Most recently Laura has been a co-investigator on a major Nuffield Foundation grant that has focused on poverty and housing insecurity, examining the impact of the cost-of-living crisis on social housing tenants in England and the implications for tenancy sustainment. In this work, Laura has studied what makes for effective rent related communication between social housing landlords and tenants.

Helen Reynolds, Founder of Comms Creatives and award-winning communications expert

Helen (Hel) Reynolds is an award-winning communications creativity expert, and founder of Comms Creatives, which she runs with her sister, Lesley. Each year, she trains hundreds of communications professionals helping them unleash their creativity through fun, practical online courses.

She’s also the voice behind the popular Big Yellow Newsletter – a weekly burst of communications inspiration that lands in over 10,000 inboxes – and the doodler behind those communications cartoons you’ve probably seen on LinkedIn.

Based in Wales, usually accompanied by a coffee and a cat, Hel’s mission is to ‘unboring’ the communications world, one idea at a time.

Hayley Ward, Marketing & Brand Director, Magenta Living

Hayley Ward is the Marketing and Brand Director at Magenta Living in Wirral, bringing over 20 years’ experience in marketing and communications. Her experience includes working across the housing sector, as well as with big names in both the public and private sectors – thanks to time served at agencies like McCann Manchester and Kenyon Fraser in Liverpool.

Hayley’s all about making things simple, honest, and genuinely engaging – whether that’s in boosting resident engagement, delivering internal campaigns, or getting stuck in with her team to come up with fresh, creative ways to talk to communities.

As someone with a varied career in marketing, who’s seen both sides of the in-house and agency worlds, and as a stereotypical friendly scouser! – Hayley believes in putting people first, ditching the jargon and making every message count.

Laura Fairweather, Head of Regeneration Communications, Poplar HARCA

Laura is a seasoned communications professional and has been at Poplar HARCA since February 2023. Previously, Laura held the role of Communications Officer at the North London Waste Authority, where responsibilities included leading multi-channel communications campaigns. From June 2009 to June 2022, Laura worked at Colchester City Council in various capacities, culminating as Communications and Marketing Business Partner, driving communications for the Council and its regeneration initiatives.

Laura’s earlier career experience includes roles as PR and Press Officer and Regeneration Communications and Public Engagement Officer, as well as a Communications Assistant. Laura’s early career featured work as an SAP Account Consultant at Madison Black.

10:30am Chair’s welcome and introduction

• Jon Land, Head of Content, HQN

10:35am Mix it up: how to do authentic resident comms like a DJ

• Helen Reynolds, Founder, Comms Creatives

11:15am Conversations with residents – what communications professionals need to know

• Laura Kilby, Professor of Discursive Psychology, The University of the West of Scotland

12:00pm Break

12:15pm Words that open doors: How Magenta Living refreshed its tone of voice

• Hayley Ward, Marketing and Brand Director, Magenta Living

12:45pm Using clear, timely, transparent communications to build trust

• Laura Fairweather, Head of Regeneration Communications, Poplar HARCA

1:15pm Closing remarks

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.