What will delegates learn?

• Understand the key regulatory expectations linked to the Neighbourhood and Community Standard and Tenancy Standard
• Assess whether current practice, evidence and governance would stand up to regulatory scrutiny
• Identify the performance areas most likely to attract regulatory focus, including antisocial behaviour, hate crime, allocations, lettings and tenancy sustainment
• Review how tenant feedback, complaints, TSMs and local insight can strengthen assurance and service improvement
• Strengthen case management, partnership working and oversight in high-risk service areas
• Apply practical learning to improve evidence, governance reporting and tenant outcomes
• Prepare more confidently for inspection, assurance reviews and board or committee scrutiny.

This course will cover:

• The latest position on consumer regulation, inspection and the Regulator of Social Housing’s expectations
• The Neighbourhood and Community Standard, including antisocial behaviour, hate crime, domestic abuse and communal areas
• The Tenancy Standard, including allocations, lettings, tenancy management and tenancy sustainment
• What good evidence looks like and how to demonstrate compliance, assurance and continuous improvement
• How to test whether policies, procedures and frontline practice are aligned
• Using tenant perception measures, transactional surveys, focus groups and complaints insight effectively
• Listening to tenants and showing how their views influence decisions and service improvement
• Working with partner agencies, including the police and local support services
• Reviewing case management quality, outcomes, record keeping and escalation
• Making best use of homes through fair, transparent and effective allocations and lettings
• Governance, oversight and reporting that supports regulatory confidence
• Practical questions providers should ask when aiming to improve performance and strengthen their regulatory position.

Who should attend?

This course is designed for housing professionals involved in consumer standards assurance, neighbourhood management, tenancy services and regulatory readiness, including:

• Directors and heads of housing, neighbourhoods, tenancy services and communities
• Housing managers, neighbourhood managers and tenancy managers
• ASB, community safety and safeguarding leads
• Allocations, lettings and tenancy sustainment teams
• Resident involvement, customer experience and complaints teams
• Governance, assurance, compliance and performance teams
• Policy officers and service improvement leads
• Board members, committee members and senior leaders seeking a clearer understanding of regulatory expectations

Damian Roche  role as a HQN Director offers support to our networks and consultancy services. He is an experienced senior leader with a proven track record of developing and delivering excellent operational and customer services, and consultancy and advisory support, within the social housing sector that is tailored to the needs of diverse communities. He has over 30 years’ experience in planning, developing, and delivering stretching strategic objectives, to continually improve customer service and deliver excellence. With excellent communication, leadership and interpersonal skills, he has experience across multi-sited organisations with complex structures. In his most recent operational position, he was responsible for the delivery of services to 4,700 households, including customer engagement, repairs and maintenance, tenancy management and sustainability: and income management.