HQN experts will take you through the detail of the standard and what’s required:

• Compliance
• Assurance
• Evidence
• Outcomes
• SMART plans.

They’ll explain:

• What “good” looks and feels like with examples of good practice
• The most common challenges together with solutions.

Due to its complexity this standard will be split into two sessions:

• This first session will cover data, information management and engagement
• The second session will look at accountability, fairness, respect, diversity and complaints.

Is your engagement strategy fit for purpose? Does it include a range of ways to get involved? Are tenants actually driving change? Have you examples of this?

What do your TSMs tell you – have you drilled down into the detail? How does satisfaction vary by ethnicity, age or area? What are you doing to level up?

What do you know about your households? How up to date and comprehensive is the information? How are you using it to shape your services?

What will be covered in part one:

• Updates on regulation and inspection – what the Regulator has said so far
• The assurances and governance you need to have in place
• The evidence you need to have ready to show to the Regulator
• Engagement with tenants – formal and informal
• Household data and insight
• Information about landlord services
• What your customers think and say – TSMs, transactional surveys, focus groups.

Essential for:

• CEOs and senior executives
• Performance and data managers and teams
• Housing policy and strategy teams
• Governance managers and teams
• Corporate support teams
• Housing managers and teams
• Complaints managers and teams
• Tenant engagement managers and teams
• All customer facing directors and managers.

Interested in similar workshops in this series? Click here to book.

Damian Roche, HQN Director

Damian is one of HQN’s experts on the consumer standards. He has played a key role in our consultancy projects since the new regulatory framework began its journey into law and supported a wide range of organisations (local authorities, housing associations and ALMOs) with their self-assessments and improvement plans. His particular areas of expertise are in customer engagement and wider stakeholder engagement as well as governance and complaints management.

Damian is a regular speaker at HQN events and recently devised and delivered a series of workshops to assist providers with their preparations for the new regulatory framework. He has developed toolkits for use in self-assessments, the latest covering the empty homes and lettings process and our condensed toolkit for the regulation of social housing.

As well as the learning and insight that Damian has gained through consultancy and project work Damian also has hands-on practical experience of delivering services. He has worked in the housing sector for more than 20 years, much of which has been at a senior/executive level, including eight years as director of customer experience for Accent Housing.

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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.

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