With new consumer standards and tenant satisfaction measures requiring landlords to improve their accountability and transparency to residents and stakeholders, the quality of annual reports has never been more important.

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    With new consumer standards and tenant satisfaction measures requiring landlords to improve their accountability and transparency to residents and stakeholders, the quality of annual reports has never been more important.

    The new Transparency, Influence and Accountability Standard clearly states that registered providers must ‘annually publish their performance against the tenant satisfaction measures’ and ensure the information is ‘published in a manner that is timely, clear and easily accessed by tenants’.

    Facts, figures and essential messages are hugely important. But when buried in an annual report, does anyone actually read them?

    Common flaws include:

    • Lots of unsubstantiated boasting (we are fantastic)
    • Too much jargon and corporate bluster
    • Pointless meandering introductions from the chair
    • Spellbinding graphics that contain no actual information
    • Zero comparative data – a claim of 95% customer satisfaction looks great until you are named and shamed by your residents in the national media
    • No sign that tenants have been asked what they want to see in these reports (in fact it is often impossible to discern the intended audience at all).

    But this is your chance to prove us wrong. HQN is inviting organisations to send us their latest publications so we can provide constructive feedback as part of our popular interactive masterclass.

    We have been tracking the quality of annual reports for the last few years and the question is, are they getting any better? We are seeing signs of improvement but, for many, there’s still a long way to go.

    Led by HQN chief executive Alistair McIntosh, our virtual workshop will give you everything you need to transform your annual reports from a glossy and vacuous PR exercise into something truly worthwhile and regulator approved.

    What you’ll get out of this session:

    • Understand what the Regulator of Social Housing is looking for in terms of transparency, influence and accountability and how your annual report can help meet those requirements
    • Get some top tips on producing effective annual reports – from learning how to write attention-grabbing copy to exploring new formats
    • Hear experiences and case studies from sector colleagues
    • Have a chance to quiz the experts.

    Who should attend?

    This event is essential for anyone involved in the annual report publication process, including:

    • Chief executives
    • Board members
    • Directors
    • Communications, PR and marketing teams
    • Resident engagement teams
    • Community development teams.
  • Programme

    10:30 Welcome and introduction

    • Chloe Fletcher (HQN) or Alistair McIntosh, Chief Executive, HQN

    10:35 What the regulators and your tenants want (and what they don’t want)

    • Alistair McIntosh, Chief Executive, HQN

    11:15 Top tips on telling your story

    • Tom Palmer, Strategic communications, Ocean City Media 

    11:55 Break

    12:10 Case study: Stockport Homes

    • Verity Gleave, Head of Marketing and Communications, Stockport Homes Group

    12:50 Closing comments

    • Alistair McIntosh, Chief Executive, HQN

    13:00 Close

  • Our speakers

    Alistair McIntosh, Chief Executive, HQN

    Alistair McIntosh is one of the social housing sector’s most respected and best known personalities.

    As founder and Chief Executive of HQN, he is regarded as one of the foremost advisers on governance and regulation, specialising in VfM and stress testing. His hands-on approach sees Alistair leading on all HQN’s in-depth assessment mock exercises and support work, designing and running the popular Iron Grip sessions and chairing/speaking at conferences and events.

    Career highlights include setting up and running the National Federation of ALMOs, leading the popular consultation on the regulatory standards for housing, and developing an approach to VfM that won praise from the housing minister.

    A regular contributor to the housing press, Alistair’s columns are known for their humorous, pointed and painfully accurate assessment of the state of social housing.

    Chloe Fletcher, HQN Director

    Chloe has worked in the social housing sector for over 25 years since her first role in housing management with JSS Pinnacle as a trainee housing officer. She completed a Masters in Housing with Professional Qualification at the London School of Economics in 1998 and then moved into housing policy, working on behalf of the London boroughs, initially for London Housing Unit and then London Councils. She joined the National Federation of ALMOs (NFA) in 2007 working with members, government officials and wider housing stakeholders to develop NFA policy and support the ALMO movement.  She has recently left her role as Policy Director at the NFA and joined HQN as Director, working across the business and bringing her knowledge and experience to the wider sector.


    Verity Gleave, Head of Marketing and Communications, Stockport Homes Group

    Verity is a Comms professional with a wealth of knowledge in the Housing sector with a keen focus on ensuring customer friendly, engaging publications.

    Her experience of developing Annual Reports for numerous housing organisations uses customer insight and feedback to meet the diverse needs of the audience.

    From digital to traditional print and everything in between, Verity will share the journey that Stockport Homes have been on in evolving their approach to developing and sharing their Annual Report, and how this may be enhanced further with the Housing Regulator requirements.

    Tom Palmer, Strategic communications, Ocean City Media

    Tom Palmer has worked as a senior editor and project manager for 15 years, managing projects with a wide variety of OCM clients including local authorities, major businesses, start up enterprises and charities.

    Recent storytelling video campaigns have included Plymouth City Councilthe Real Ideas Organisation and a public health campaign for Kent County Council.

    Tom has led BBC digital teams in the UK and in East Africa, delivering significant audience growth on website and social platforms. For BBC South West he led an editorial team of more than 80 journalists and staff covering the pandemic on TV and online.

    He has a passion for housing and social issues and throughout his career and has looked to tell stories which focus on solutions to challenges and showcase positive change.

  • 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.

  • 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.


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