duration

Location
Virtual

Shared ownership keeps changing, but are your policies and day-to-day practice keeping up? Join us for the latest on satisfaction, arrears, data and the future of the model, with practical insight from experts and providers.

Book the event together with our January training for a discounted package price.

  • Read more

    Shared ownership teams rarely get the luxury of standing still. Legal and policy changes continue to reshape the landscape, expectations of providers are rising and the latest satisfaction results will once again put the experience of shared owners firmly under the spotlight.

    Meanwhile, the everyday questions have not gone away.

    Are you managing shared ownership arrears in the right way following recent changes and new guidance?  

    How well do you really understand your shared ownership portfolio?  

    Can your teams easily access the information contained within individual leases?  

    What are the organisations achieving better customer satisfaction actually doing differently? 

    We will look at the future of shared ownership with the latest shared owner satisfaction results and hear practical examples of improving services. We will also discuss the changing approach to shared ownership arrears, with clear guidance on what teams should now be doing.

    Also, we will look ahead. Better data, smarter systems and emerging technology could make it considerably easier to understand shared ownership portfolios, lease information and support customers through processes such as staircasing.

    This is an event for people doing the job. It is an opportunity to compare your approach with others and make sure that while you are busy getting on with the day job, you are still getting it right.

    What we will cover 

    • The future direction of shared ownership and the latest sector evidence
    • The latest TSM results and improving shared owner satisfaction
    • Shared ownership arrears and what providers should now be doing
    • New guidance and developments teams may have missed
    • Getting better control of shared ownership and lease data
    • Technology, staircasing and the potential practical uses of AI
    • Current challenges and questions from shared ownership practitioners.

    Event + training package

    Want to take it further? Book this event together with our two-day training for £400 for both.

    19 and 20 January 2027
    Shared ownership: Background to SO, development, sales and management

    The December event will bring you up to speed with what’s changing now, before the January course takes a deeper, practical look at shared ownership development, sales and day-to-day management.

  • Our speakers

    Helen Muir, Associate, HQN
    Helen has extensive experience of shared ownership, having worked in senior roles for two large housing groups where her responsibilities included sales programme delivery and the management of over 5,000 shared ownership/leasehold homes, along with running the largest Help to Buy agency in England.

    As a consultant Helen specialises in affordable home ownership and leasehold management and has provided interim management and strategic and operational support to a number of registered providers, local authorities and private sector companies. Helen also supports the Leasehold Network, writing briefings and speaking at several events.

    Clive Adams, Partner, Birketts
    An extremely experienced housing management specialist with particular expertise in disrepair and leasehold litigation (including service charge disputes and consultation issues under section 20 Landlord and Tenant Act 1985. Clive deals with complex antisocial behaviour cases involving Equality Act and/or proportionality defences. He advises on and handles tenancy fraud cases to trial and advises on fire safety compliance and resultant recovery of costs through the service charge account. Clive is renowned for his client care and technical ability, where he is known for being able to slice through complex legal issues and break them down in his advice to his clients.
    Clive frequently appears in the First Tier Tribunal and conducts appeals to the Upper Tribunal (Lands Chamber). He has handled numerous cases to the Court of Appeal, most recently the case of Aster Communities v Chapman and others [2021] EWCA Civ 660.
    Clive regularly undertakes training, particularly within his specialist areas, where is knowledge is second to none. Clive has appeared on expert panels for national housing forums and conferences such as the Chartered Institute of Housing, Lime Legal, National Housing Federation, South East Consortium and the Social Landlords Crime and Nuisance Group.

    Abigail Harries, Head of Homeownership, LiveWest
    Abigail is Head of Homeownership at LiveWest, where she leads a dedicated team responsible for leasehold, freehold and shared ownership customers, with a focus on transparency, customer experience and continuous improvement. Her academic background sparked a strong interest in property law, which led her to begin her career in leasehold property management nearly 15 years ago. Abigail has held a similar role at Stonewater, covering all homeownership services, and worked as a Senior Adjudicator, resolving landlord and tenant disputes. She is an active member of the National Leasehold Group (NLG) and holds professional qualifications from The Property Institute (TPI) and the Chartered Institute of Housing (CIH).

    Floris ten Nijenhuis, Founder, Stairpay
    Floris is the founder and CEO of Stairpay, the Shared Ownership CRM. Stairpay holds over 70,000 Shared Ownership homes, meaning over 1 in 3 staircasing transactions happen through their app. They work with Clarion, Places for People, SNG, Notting Hill Genesis, Southern and many other RPs to make Shared Ownership work better for both landlords and residents. Stairpay also hosts the annual together for homes 5k run in support of Crisis that so far has raised over £110,000 for Crisis. 

    Sue Phillips, Founder and Project Lead, Shared Ownership Resources
    Sue Phillips is the founder of Shared Ownership Resources, established in 2021 to champion the interests of shared owners and people considering the scheme. In March 2026, Shared Ownership Resources became a Charitable Incorporated Organisation (CIO) and was awarded an MHCLG Social Housing Innovation Fund grant to develop the CIO as “a national voice for shared owners”.

    Sue is recognised for her expertise on shared ownership, advocating greater transparency and a fair deal for shared owners. She is the author of Shared Ownership: the consumer perspective (2023), a co-author of Shared Ownership Insights: Buyback (2026) and writes blogs and briefings for HQN. She has provided evidence to Select Committees on issues including affordability, shared ownership and commonhold.

    Dan Riley, Principal Research & Insight Lead, Leasehold Advisory Service (LEASE)
    Dan leads the research and insight function at LEASE, using the experiences of people seeking advice from LEASE to build a stronger evidence base on the issues affecting leaseholders. A key focus of his work is ensuring that the experiences of leaseholders inform wider policy and sector conversations.

    As part of this work, he recently commissioned a Shared Ownership Insight Report, which explores the challenges faced by shared owners. It shows that while shared owners experience many of the same issues as other leaseholders, they can be particularly financially exposed through the combined costs of rent, service charges and mortgages. It also highlights the complexity of the tenure, with consumers often facing challenges around staircasing, lease extensions and selling their homes.
  • Programme

    9:30am Chair’s welcome: Shared ownership, what has changed? 

    Helen Muir, Associate, HQN
    • The developments shared ownership teams need on their radar
    • What has changed since last year and what is coming next
    • Where providers should be concentrating their attention now.

    9:45am Panel discussion: Where next for shared ownership? What the latest evidence tells us

    Dan Riley, Principal Research & Insight Lead, Leasehold Advisory Service (LEASE)
    Sue Phillips, Founder and Project Lead, Shared Ownership Resources
    • The latest research into the shared ownership model and customer experience
    • What needs to change and where the biggest challenges remain
    • What providers can do now while the wider debate continues.

    10:25am Shared owner satisfaction: Turning the TSM results into action 

    Abigail Harries, Head of Homeownership, LiveWest
    • What the latest shared ownership satisfaction results are telling us
    • What has actually improved satisfaction for shared owners
    • Practical changes to communication, service delivery and customer experience.

    10:55am Break 
     
    11:10am Shared ownership arrears: What should you be doing now? 

    Clive Adams, Partner, Birketts
    • What has changed and what the latest guidance means in practice
    • A practical step-by-step approach to managing shared ownership arrears
    • Policies, procedures and common mistakes to review now.

    11.35am Do you really know your shared ownership portfolio? Data, technology and the lease

    Floris ten Nijenhuis, Founder, Stairpay
    • Why poor data can be one of the biggest barriers to understanding and supporting shared owners
    • Building a clearer picture of your customers, properties and leases, and using that information at the right time
    • How technology can simplify staircasing, resales and other shared ownership processes for customers and teams
    • Where AI can add practical value, from extracting lease information to supporting customer journeys, and where human judgement still matters.

    12:10pm Ask the experts: What are shared ownership teams grappling with now? 

    12:30pm Close 

  • Testimonials
    • The course leader [Clive Adams] took time to really answer everyones questions and gave really detailed responses to all.
      LB Newham
  • 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

    If you would like to send multiple members of your team to any of our events, please get in touch with [email protected] to find out about available deals for purchases of multiple places.

    Tickets

    Ticket Type Price Spaces
    Member event + training package
    Includes one place at the 2 December event and one place on the two-day Shared ownership training on 19–20 January 2027.    		 £400.00
    Early bird Member ticket
    Available until 5:00pm on 2 November 2026    		 £160.00
    Early bird Non-member ticket
    Available until 5:00pm on 2 November 2026    		 £210.00
    Member ticket £200.00 N/A
    Non-member ticket £250.00 N/A

    Registration Information

    Booking Summary

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    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



02 December 2026
9:30am - 12:30pm
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