duration

Location
Virtual

The Transparency, Influence and Accountability Standard is a cornerstone of effective tenant engagement and regulatory compliance. To help you navigate its complexities, HQN is delivering two focused sessions designed to equip housing professionals with practical strategies, robust evidence and actionable insights to meet regulatory expectations.

  • Read more

    The Transparency, Influence and Accountability Standard (part two)

    Due to its complexity, we are running two sessions on the Transparency, Influence and Accountability Standard.

    Session one on 21 April will cover household data, information management and engagement.

    Session two will look at accountability, fairness, respect, diversity and complaints.

    Questions we will ask you to consider in the second session include:

    • How good are you at handling complaints?
    • Are you fully compliant with the Housing Ombudsman Code?
    • Are you learning from complaints and does this show in your performance?
    • Are fairness and respect firmly embedded in your values and day to day work?
    • Are colleague behaviours and attitudes the right ones?
    • Are you ready for the Competency and Conduct Standard?
    • How well do you know your tenants and their households?
    • How are you shaping your services to meet residents’ diverse needs and requirements?

    What will be covered in session two:

    • 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
    • Fairness and respect
    • Diverse needs
    • Complaints
    • What your customers think and say – TSMs, transactional surveys, focus groups.

    After almost two years of regulatory inspection, we now know what the inspectors are looking for – hard evidence of:

    • An up-to-date stock condition survey
    • A business plan that shows when the works from the survey will be done
    • Accurate data on Decent Homes and safety compliance
    • Listening to and acting on the views of tenants
    • Outcomes being delivered for tenants
    • And – most importantly – robust governance and oversight.

    The Consumer Standards cover all your dealings with tenants across all of your homes. You will want to get the best rating you can – HQN’s expert team can help.

    Essential for:

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

    If you/your team want to come to more than one of the available consumer regulation events, please get in touch with [email protected] to find out about available deals for purchases of multiple places.

  • Our speaker

    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.
  • Programme

    Welcome and outline of session

    Fairness, respect and diverse needs

    • What C1 looks like in practice for fairness, respect and equitable outcomes
    • How household data, vulnerability information and service insight can be used to tailor services more effectively
    • The role of culture, training, policies and leadership in making sure tenants are treated with fairness and respect.

    Accessible information, accountability and customer voice

    • What information landlords should make available so tenants can understand services, standards, rights and responsibilities
    • How to communicate clearly and accessibly, from first contact through to service completion
    • How governing bodies can gain assurance that customer voice, diverse need and service performance are being properly understood and acted on.

    15-minute break

    Complaints, learning and continuous improvement

    • What the regulator will expect to see on complaints handling, accessibility and compliance with the Complaint Handling Code
    • How to identify themes, learn from complaints and use that insight to improve service delivery
    • Practical steps to strengthen assurance, oversight and evidence ahead of inspection.

    Wrap up and practical takeaways

    Close

  • Testimonials

    • Very informative and useful virtual session, with a knowledgeable subject matter expect and good presenter

      Brighton & Hove City Council

    • Thank you Damian, really informative.  I also liked the format.

      Cottsway Housing Association

    • Well presented workshop, lots of interesting points.

      Caerphilly Homes

    • A really useful session that was relevant to what we do and some of our experiences. It identified areas for development both as an organisation and with partners.

      KWL
  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing via email or letter at least 48 hours beforehand. 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

    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.

Dates



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