duration

Location
Virtual

HQN Director and inspection expert, Damian Roche, alongside service improvement consultant Shaheen Mahtabuddin, will guide you through the stages of developing and implementing your improvement plan. They’ll highlight the key areas to focus on with lots of practical advice and examples.

  • Read more

    The RSH has stated:

    “We expect that even where a landlord is assessed as C1 it will continue to review, evaluate and improve its services to tenants.”

    “We expect that landlords graded at C2 will develop a plan to drive relevant improvement and will be able to show that weaknesses have been addressed so that outcomes for tenants are improved. We expect landlords to share relevant improvement plans with tenants.”

    In this morning briefing, Damian will rely on his working with dozens of providers over the last couple of years to provide advise on how to go about addressing the improvements needed to achieve compliance (and go beyond compliance) with the consumer standards. He will talk about what a an improvement plan should look like and what to prioritise.

    Damian will also talk in detail about the critical role played by improvement boards in the process, that provides effective oversight and is known to provide assurance to the regulator.

    Damian will focus on:

    • What a robust, effective improvement plan should include
    • Lessons from HQN consultancy work with landlords across the country
    • What to prioritise so your plan delivers real results
    • How organisations are setting up improvement boards or similar bodies to oversee plans
    • Common challenges in governing and driving improvement work
    • What has worked well in practice – and pitfalls to avoid.

    Shaheen will cover:

    • What happens in practice between having an improvement plan and achieving consistent outcomes
    • Using complaints, TSM outcomes and engagement to inform strategic priorities and governance discussions
    • Making improvement visible to residents and staff through clear communication, transparency and reporting
    • Reviewing access points and aligning delivery to real customer needs.
  • Our speakers

    Damian Roche, HQN Director
    Damian is one of HQN’s experts on the consumer standards. He has played a key role in our consultancy projects since the new regulatory framework began its journey into law and supported a wide range of organisations (local authorities, housing associations and ALMOs) with their self-assessments and improvement plans. His particular areas of expertise are in customer engagement and wider stakeholder engagement as well as governance and complaints management.

    Damian is a regular speaker at HQN events and recently devised and delivered a series of workshops to assist providers with their preparations for the new regulatory framework. He has developed toolkits for use in self-assessments, the latest covering the empty homes and lettings process and our condensed toolkit for the regulation of social housing.

    As well as the learning and insight that Damian has gained through consultancy and project work Damian also has hands-on practical experience of delivering services. He has worked in the housing sector for more than 20 years, much of which has been at a senior/executive level, including eight years as director of customer experience for Accent Housing.

    Shaheen Mahtabuddin, Service Improvement Consultant
    Shaheen is a Service Improvement Consultant specialising in housing transformation, service improvement and regulatory readiness. She has over 20 years’ experience in the social housing sector, having held senior leadership roles across local authorities and housing associations, as well as governance roles on boards and committees. Her work focuses on translating regulatory and strategic requirements into practical, deliverable service improvements that improve outcomes for residents.

    Shaheen has led large-scale transformation programmes, including service redesign, insourcing and performance improvement initiatives, with a strong focus on embedding consumer standards, strengthening governance and using resident insight to drive decision-making.
  • Programme

    8:30am Welcome and introductions

    8:35am Building a robust improvement plan

    Damian Roche, HQN Director
    • What an effective improvement plan should include, from culture and analysis to key metrics and evidence of compliance
    • How to identify the underlying causes of underperformance and focus on the areas that matter most
    • How to prioritise and measure improvement activity so plans are realistic, targeted and capable of delivering results

    9:00am Bridging the gap between planning and delivery

    Shaheen Mahtabuddin, Service Improvement Consultant
    • What happens in practice between having an improvement plan and achieving consistent outcomes
    • How complaints, TSM results and resident engagement can inform priorities and governance discussions
    • Closing the feedback loop through clear communication, transparency and customer-focused service design

    9:25am Turning plans into action through oversight and governance

    Damian Roche, HQN Director
    • The role of improvement boards, assurance frameworks and governance in driving and sustaining progress
    • Who should be involved, from senior leaders and board members to tenant representatives and external challenge
    • Practical lessons on monitoring delivery, maintaining momentum and strengthening assurance

    9:55am Wrap up and key takeaways

    10:00am Close

  • Testimonials

    • Well presented workshop, lots of interesting points.

      Caerphilly Homes

    • A really useful session that was relevant to what we do and some of our experiences. It identified areas for development both as an organisation and with partners.

      KWL
  • 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

    Bookings are closed for this event.

    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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