What will delegates learn?

• Understand the key requirements of the Transparency, Influence and Accountability Standard and what they mean in practice
• Assess whether tenant engagement arrangements are meaningful, inclusive and able to evidence influence
• Review how household data, tenant insight and satisfaction results are used to shape services and decisions
• Identify the evidence, assurance and governance needed to demonstrate compliance to the regulator
• Strengthen approaches to transparency, information management and communication about landlord services
• Assess complaint handling, learning from complaints and alignment with the Housing Ombudsman Complaint Handling Code
• Review how fairness, respect and diverse needs are embedded across services, culture and colleague behaviours
• Apply tenant feedback, TSMs, transactional surveys, focus groups and complaints insight to support improvement
• Prepare more confidently for inspection, governance reporting and regulatory engagement.

This course will cover:

• The latest position on consumer regulation, inspection and what the Regulator of Social Housing has said so far
• The Transparency, Influence and Accountability Standard and its implications for landlords, tenants and service delivery
• The evidence providers should have ready to support regulatory scrutiny
• Assurance, governance and oversight, including what boards and senior teams need to know
• Tenant engagement, including formal and informal approaches and how to show tenants are influencing change
• Testing whether engagement strategies are fit for purpose and include a range of accessible ways to get involved
• Household data, tenant insight and how up-to-date information can support better, more responsive services
• Using data to understand differences in satisfaction by area, age, ethnicity, household profile or service experience
• Information about landlord services, transparency and how tenants understand performance, decisions and standards
• Using TSMs, transactional surveys, focus groups, complaints and wider tenant feedback to identify risks and drive improvement
• Complaints handling, learning from complaints and demonstrating that learning is reflected in service performance
• Housing Ombudsman Complaint Handling Code expectations and the link between complaints, culture and accountability
• Fairness, respect and how these expectations are reflected in values, behaviours and day-to-day service delivery
• Understanding and responding to diverse needs, including how services are shaped around tenants’ requirements
• Readiness for the Competence and Conduct Standard and the importance of colleague behaviours and attitudes
• Listening to tenants and showing how their views influence decisions, priorities and service change
• Performance reporting, data quality and demonstrating outcomes for tenants
• Practical questions providers should ask when seeking to strengthen performance and move towards a stronger regulatory position.

Who should attend?

This course is designed for housing professionals involved in tenant engagement, customer experience, complaints, housing management, performance and consumer regulation, including:

• Chief executives, senior leaders, board members and committee members seeking a clearer understanding of regulatory expectations
• Directors and heads of housing, customer services, communities and resident engagement
• Tenant engagement, resident involvement and customer voice teams
• Complaints managers, complaints officers and customer resolution teams
• Housing managers, neighbourhood managers and customer-facing service managers
• EDI leads and teams
• Performance, data and business intelligence teams
• Housing policy, strategy and service improvement teams
• Governance, assurance, risk and compliance managers
• Corporate support teams involved in regulatory preparation
• All customer-facing directors and managers responsible for service quality, culture and tenant outcomes