Social landlords are increasingly expected to understand their residents, identify needs and vulnerabilities, target and tailor services effectively and demonstrate that they are listening and responding. But the household data available to do this is often far from perfect.

Information may be incomplete, out of date, held across different systems or collected for a different purpose. Some things are known about the tenant but not the wider household. And there can be a significant gap between the information landlords would ideally like to have and what it is realistic – or appropriate – to collect, store and maintain.

This practical workshop explores how landlords can and are making better use of the household data they already have, while being realistic about its limitations.

Rather than starting with the question “What data should we collect?”, we look at “What are we trying to understand or do and what can the data we already have tell us?” what are the gaps and how can we plug them?

Our top line up of speakers will share their approaches. Delegates will go away with realistic actions they can put into practice in their organisations.

Who you will hear from

• Damian Roche, Director, HQN – Know your tenants: what the regulator expects and how to build a strategy: An overview of what the RSH expects on household data and how providers can collect, use and assure resident insight to improve services.
• Building trust around household data: ask, listen, act: Lili Vetter, EDI and Customer Voice Manager at Be One Homes, will explore the resident perspective on household data: why people may be reluctant to share personal information, how landlords can ask the right questions in an inclusive and purposeful way, and why closing the feedback loop matters. She’ll look at how trust, customer voice and visible action can help turn better conversations into better insight and, ultimately, better services. 
• Chris Marshall, Chief Operating Officer, Railway Housing Association – From an inspection finding to C1: Railway Housing’s 93% journey: Hear how Railway Housing improved tenant data after inspection, reached 93% accuracy and now uses insight to shape fairer services.
• Allison Panks, Tenancy Audit Project Manager – Department of Community and Children’s Services, City of London Corporation – Inside every home: building and using the picture estate by estate: Hear how the City of London is building estate-level resident insight and using it to improve planning, EDI work and ongoing data quality.

Key takeaways – ideas and solutions to put into practice:

• Making best use of the data you have available
• Better ways to explain why information is being collected and build resident trust.
• How to increase and maintain data coverage through everyday contact.
• Peer examples showing how they have put data to good use.

Why attend now 
Landlords are under growing regulatory pressure to demonstrate that they genuinely understand who lives in their homes, recognise different needs and vulnerabilities, and use that insight to deliver fair and responsive services. But for many, the reality is household data that is incomplete, ageing or spread across different systems. Waiting for a perfect dataset isn’t an option. This event focuses on what providers can do now to strengthen their intelligence, improve resident trust and show that the information they hold is actively shaping decisions and services. 

Who should attend?

Managers, heads of service and strategic leads responsible for customer insight and analysis, service design, consumer regulation or assurance, particularly:

• Insight and performance leads
• Customer experience, resident insight and service-improvement leaders;
• Data and business intelligence leads
• Equality, diversity and inclusion leads and equality-impact owners
• Governance, risk, assurance and consumer-regulation leads
• Complaints, housing management, repairs and digital leaders responsible for testing service outcomes.

9:30am Welcome and introductions 

Lewis Kinch, Head of Networks, HQN

9:40am Know your tenants: Turning regulatory expectations into a workable strategy 

Damian Roche, Director, HQN 

• What the RSH expects landlords to know about their tenants and why it matters 
• Common data gaps, risks and lessons from HQN’s work with providers 
• Building and delivering a practical strategy to improve, assure and use household insight.

10:10am Building trust around household data: Ask, listen, act   

Lili Vetter, EDI and Customer Voice Manager, Be One Homes 

• Why residents may be reluctant to share sensitive information, and what helps create confidence and trust 
• Asking inclusive questions and using customer voice to understand what the data does, and doesn’t, tell you 
• Closing the loop by showing residents how their information and experiences are shaping services. 

10:45am Break 

11:00am From gaps to grip: Railway Housing’s 93% data journey 

Chris Marshall, Chief Operating Officer, Railway Housing Association 

• Moving from inspection gaps to up-to-date data on 93% of tenants 
• The practical changes, challenges and lessons behind the improvement 
• Keeping data current and using it to deliver fairer, better-informed services.

11:30am From tenancy audit to useful insight: Building the picture estate by estate    

Allison Panks, Tenancy Audit Project Manager, City of London Corporation  

• Building a richer picture of households through a structured tenancy audit  
• What the analysis has revealed about residents, needs and data gaps  
• Turning the findings into better planning, EDI insight and ongoing data quality.

12:00pm Discussion, Q&A and wrap-up  

12:30pm Close 

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.