duration

Location
Virtual

‘No access’ has long been an operational challenge for social landlords. However, new research from HQN shows the issue is growing in scale, cost and complexity – at a time when regulatory scrutiny of safety and compliance has never been greater.

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    This practical workshop brings the findings of HQN’s ‘Opening the Door’ research to life, combining key insights with guidance and real-world case studies to help providers respond effectively and confidently.

    Gaining access to residents’ homes for essential safety and compliance checks is now one of the sector’s most pressing concerns. Against a post-Grenfell regulatory landscape – and the introduction of stricter timescales under Awaab’s Law – missed appointments are no longer just operational frustrations. They can delay critical safety work, escalate costs and increase legal exposure.

    The research, commissioned by he National Federation of ALMOs (NFA), Councils with ALMOs Group (CWAG), Local Government Association (LGA), Chartered Institute of Housing (CIH) and Association of Retained Council Housing (ARCH), highlights a significant cultural shift across the sector. Rather than viewing ‘no access’ as a singular tenant behaviour, landlords are increasingly recognising the complex and varied reasons residents may not – or cannot – allow entry. These range from working patterns and caring responsibilities to health conditions, trauma, communication barriers, mistrust of institutions as well as failures on the landlord’s side.

    In response, organisations are redesigning the way they work: improving household data, strengthening communication strategies, investing in resident-centred service design and embedding trust from the first point of contact.

    At the same time, the research reveals inconsistency across the sector – from definitions of ‘no access’ to recording practices and performance measures. While the causes may differ, the consequences are shared.

    Join us to examine what is driving the rise in ‘no access’, what good practice looks like, and how providers can take a more informed, resident-friendly and legally robust approach.

    This event will explore:

    • The key findings and recommendations from Opening the Door
    • Building trust and embedding the right organisational culture
    • Understanding ‘no access’ from a resident perspective
    • Terminology, processes and operational practice – the improvements that are needed
    • Clarifying legal considerations and regulatory expectations
    • Reporting, metrics, oversight and governance
    • The role of technology and data
    • Getting communication right – first time.
  • Our speakers

    Chloe Fletcher, Head of Policy and External Affairs, CIH
    Chloe brings a wealth of experience across housing, public policy and stakeholder engagement with a strong track record in policy development and lobbying on council housing and finance. Prior to joining CIH in October 2025, Chloe held senior roles at HQN and the National Federation of ALMOs as well as London Councils. Chloe is passionate about housing policy and enabling the housing profession to make a positive difference to people’s lives.

    Janis Bright, HQN Associate
    Janis is a researcher and writer specialising in social housing. She led the ‘Opening the Door’ research for HQN.

    As an HQN Associate she worked on a series of high profile research projects including developing a placemaking toolkit for the Community Housing Industry Association of New South Wales, Australia; innovations in council housebuilding for the Local Government Association, resident engagement for the Welsh Government, and a study of resident empowerment in Europe.

    She was rapporteur to the regeneration working group of European housing organisation CECODHAS.

    Stella Omoniyi, Solicitor, Birketts
    Stella Omoniyi is a Solicitor in Birketts’ Social Housing Team. She joined Birketts in September 2024 and advises registered providers and social landlords on a broad range of housing management issues.

    Stella has experience working with a G15 housing association and has supported cases covering disrepair, anti-social behaviour (including ex-parte injunctions), possession claims, and leasehold matters such as service charge queries. Her recent work highlights include supporting social landlords in obtaining injunction orders, exclusion orders with a power of arrest, possession orders, tackling disrepair, boundary issues, and service charge disputes in the First Tier Tribunal.

    Jeevan Dhothar, Solicitor, Birketts
    Jeevan joined Birketts as a Trainee Solicitor in September 2023, before qualifying as a Solicitor with the firm in September 2025. He has specialised as a litigator in the Birketts social housing team.

    Jeevan has experience advising social housing landlords on a variety of contentious matters, including possession, tenancy fraud, disrepair, and access injunctions, including on a without-notice basis.

    Jeevan previously completed his training contract in Birketts’ London office, completing seat rotations with the administrative & public law disputes, international private client, immigration, corporate, social housing and agriculture teams.

    James Wood, Operations Director, STAR Housing
    James leads the organisation’s operational strategy, ensuring delivery of safe, high-quality services to customers across all homes and neighbourhoods. His role spans customer experience, repairs and maintenance, building safety, asset management and community operations, ensuring services are efficient, data-driven and aligned with organisational goals for safety, sustainability and resident satisfaction.

    With more than 20 years’ experience across the public, private and third sectors, James has led impactful regeneration projects supporting thriving communities and ensuring optimal utilisation and sustainability of housing assets. James has also held non-executive roles within the housing sector supporting those less fortunate in our communities.

    Ella Matthews, Building Safety and Compliance Team Leader, Homes in Somerset
    Ella Matthews is the Building Safety and Compliance Team Leader at Homes in Somerset, specialising in ensuring social housing meets key safety and regulatory requirements across the ‘Big 6’ compliance areas: gas, electrical, fire, asbestos, water safety, and lifts.

    Ella has a particular interest in tackling the challenges of no access in social housing, developing practical, cross-team solutions that balance legal requirements with resident engagement. She is passionate about making compliance more proactive, collaborative and effective, ensuring residents remain safe while services are delivered efficiently.

    Ricky Lang, Head of Safe Homes, Dacorum Borough Council
    Ricky Lang is Head of Safe Homes at Dacorum Borough Council, where he leads on building safety and statutory compliance across the housing portfolio. With over 20 years’ service at the Council, he brings extensive experience and a deep understanding of the operational and regulatory challenges facing the sector.

    Ricky has developed particular expertise in addressing the complexities of gaining access to homes for essential safety checks and works, alongside identifying practical, resident-focused solutions. He is committed to driving continuous improvement and positioning the organisation as an exemplar within the industry.

    A strong advocate for a resident-first approach, Ricky focuses on humanising data and ensuring that compliance activity translates into meaningful, positive outcomes for residents.

  • Programme

    10:30am Welcome and introductions

    Chloe Fletcher, Head of Policy and External Affairs, CIH

    10:40am Research into “no access” – headlines

    Janis Bright, HQN associate
    • Why access issues are growing for social landlords
    • The main reasons access is not achieved
    • How landlords are taking a more empathetic, tailored approach
    • What practical steps are helping improve access
    • The report’s key recommendations for better outcomes.

    11:10am the legal perspective

    Stella Omoniyi, Solicitor, Birketts
    Jeevan Dhothar, Solicitor, Birketts
    • A practical legal guide to gaining access, including what landlords can and cannot do.
    • The key differences in powers and responsibilities for housing associations and local authorities.
    • How environmental health powers fit in, and what this means in practice when dealing with no access cases.

    11:50am Break

    12:00pm Rethinking how we access our homes

    James Wood, Operations Director, STAR Housing
    • Challenging the Terminology ‘No Access’
    • Understanding Tenant Perspectives
    • Recognising the Human Reality
    • Triangulating Data, Insights & Intelligence
    • Access = Compliance

    12:30pm Case study: Dacorum

    Ricky Lang, Head of Safe Homes, Dacorum Borough Council

    Ricky Lang will talk about Dacorum BC’s approach to resolving “no access”. Recognising there is no silver bullet, Ricky will explain how they are:

    • Trying to humanise their approach – every “no access” case is a person they need to get to know
    • Making the most of opportunity when they do gain access
    • Exploring different approaches to gaining access – if a card or letter don’t work once, why should it work a second or third time.

    1:00pm Lunch

    1:50pm Case study: Homes in Somerset

    Ella Matthews, Compliance and Building Safety Team Leader, Homes in Somerset
    • Patched based working
    • Cross departmental working
    • Improved record keeping

    2:20pm Your questions answered

    Chloe Fletcher, Head of Policy and External Affairs, CIH

    An opportunity for open discussion based on responses from the pre-event questionnaires sent to all delegates.

    3:00pm 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

    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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