duration

Location
Virtual

How to move beyond surface-level fixes to identify and deal with the root causes driving recurring service failures, dissatisfaction and operational pressure.

  • Read more

    Organisations often respond reactively to complaints, performance issues and resident feedback but why do the same problems continue to reappear?

    This practical session focuses on tackling the root cause.  Drawing on real operational experience within housing services, this session will look at how organisations can shift from reactive problem-solving to structured root cause analysis that leads to sustainable improvement.

    The session will explore:

    • Why organisations often fix symptoms rather than causes
    • How to identify recurring themes and patterns across complaints, feedback and performance data
    • Practical approaches to diagnosing underlying issues
    • How root cause analysis supports better governance, assurance and decision-making
    • The link between root cause, service design and continuous improvement.

    Through practical examples, frameworks and interactive discussion, attendees will leave with a clear understanding of how to embed root cause thinking into day-to-day service delivery and improvement activity.

    This session is essential for everyone involved in service improvement, complaints, resident engagement, governance, operations and performance.

  • Our speakers

    Damian Roche, Director, HQN
    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, 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

    Welcome and introductions

    Damian Roche, Director, HQN
    • Why root cause matters now
    • Links to consumer standards and emerging enquiries
    • Session aims and delegate participation.

    Understanding root cause

    • Symptoms vs root causes
    • Why organisations can stay stuck in reactive cycles
    • The root cause cycle: identify, analyse, diagnose, fix, track and test.

    Root cause in practice

    • Operational examples, such as repairs or contact centres
    • Strategic and governance examples
    • What these examples tell us about lasting improvement.

    Interactive group exercise

    • Working through practical scenarios
    • Identifying root causes and possible improvements
    • Feedback and shared learning.

    Embedding root cause thinking

    • Lessons from a sector perspective
    • The role of leadership, governance and assurance
    • Testing whether improvements are working and preventing repeat issues.

    Summary and questions

    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



This event comes with a professional development certificate

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