duration

Location
Virtual

In this session, HQN Associate Jane Eyles, an experienced resident mentor and trainer with lived experience, joins Rob Gershon, a social housing tenant and activist, to examine residents’ perspectives of how their organisations communicate and how it feels from the resident point of view.

  • Read more

    Using real-world examples, Jane and Rob will draw on their first-hand experiences of how important trust and communication are in housing. They will combine this with an evidential analysis of resident-led scrutiny recommendations and Housing Ombudsman cases to identify the issues that can so often lead to communication failures.

    The session should provide delegates with plenty food for thought for the design of future comms campaigns!

  • Our speakers

    Jane Eyles, HQN Associate
    Jane is an HQN Associate and has been a social housing resident, board member and consultant specialising in resident engagement since 1990. This means she is able to bring multiple perspectives into housing.

    She has held senior positions such as Head of Housing for Brighton Housing Trust, Head of Engagement for LB Camden, Genesis and Hexagon and Tpas SE Regional Manager as well as 20 years consultancy including the development of resident led scrutiny.

    Rob Gershon, social housing tenant and activist
    Rob is a social housing tenant and activist who brings a clear, resident-led perspective to how landlords communicate and build trust. After being affected by the Welfare Reform Act (2012), Rob began blogging about welfare reform and went on to write widely on housing issues and policy.

    He has been active in the SHOUT campaign, previously served as Lead Associate for HQN’s Residents’ Network and worked with tenants and the housing ministry on developing a stronger national tenant voice. Rob was also one of the commissioners on Shelter’s Vision for Social Housing following Grenfell and has since supported wider work with organisations including Grenfell United, Shelter and the Joseph Rowntree Foundation on reform and on changing how we talk about social housing.

    Rob continues to contribute to sector debate, including through HQN and the Residents’ Network.
  • Session outline

    Welcome and introduction

    • The essential nature of building trust and communication

    What does 15 years of resident scrutiny reviews tell us about the nature of communication? 

    Practical sessions

    • Real life comms cases and their takeaways

    The rough with the smooth – reflections from Housing Ombudsman cases 

    Discussion // Q&A 

    Close 

  • Cancellations and substitutions

    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.

  • Price and booking

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    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

Dates



 

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