duration

Location
Virtual

Get inspection ready with HQN’s summer school. This session looks at how to support your engaged residents through the inspection process and their interaction with the Regulator. It also considers the important part played by colleagues and the contribution they make to achieving top ratings.

  • Read more

    Residents are at the heart of the consumer standards. The standards are all about residents – How to keep residents safe and secure. How to hear and act on the residents’ voice. How to tailor services to residents’ requirements and priorities.

    Organisations must be able to show how they are reaching out to their residents, how their residents influence services, and how their engagement shapes decisions and improvement. The Regulator will be looking for evidence of this – examples of the positive outcomes and benefits being delivered to your residents.

    Compliance with the standards and doing well at inspection relies on everyone working in your organisation – not just the people at the top. Colleagues from across the organisation need to understand the standards, how their day job aligns with them and how they can help achieve compliance. Customer facing staff have the most interaction with your residents. They can often shed light on the reasons for resident dissatisfaction and service failures. It is important for you to engage with them.

    This session will focus on how to involve residents and colleagues in inspection preparation in a way that is meaningful, transparent, manageable and makes a difference. It will explore how to prepare people for their role in the process and how to demonstrate the impact of engagement.

    What will be covered

    • The role of residents and staff in inspection
    • Preparing colleagues to talk about services and standards
    • Supporting residents who may be involved in the process
    • Demonstrating how the resident voice shapes decisions
    • Linking engagement to assurance and improvement
    • Avoiding tokenistic or overly staged preparation.

    Who should attend?

    This session is essential for resident engagement teams, customer experience leads, housing management teams, complaints and scrutiny leads, communications teams, service managers and regulatory leads.

    For more information on the other sessions in this series, please follow the links below:

    Wednesday 29 July 2026 – Organisation and planning: Suzanne Hemingway

    Wednesday 5 August 2026 – Your self-assessment and your evidence: Suzanne Hemingway

    Wednesday 12 August 2026 – Your presentation: Damian Roche

    Wednesday 26 August 2026 – Governance and oversight: Damian Roche

    Please click this link to return to the main Consumer standards page.

  • Our speaker

    Lewis Kinch, Housing Engagement Lead, HQN
    Lewis is a co-creation and engagement specialist driven by a belief that the people closest to challenges hold the answers to solving them. With 15 years experience across housing and community work, he champions power-sharing and genuine partnership between organisations and the communities they serve.

    Lewis has led the development of innovative frameworks and strategies that give residents meaningful influence in decision-making, always centring seldom-heard voices and challenging traditional top-down approaches.

    He combines systems thinking with participatory design methodologies to tackle complex challenges, committed to embedding person-centred cultures where residents, staff, and stakeholders work as equals.
  • Programme

    9:30am Welcome and introduction

    9:35am The role of residents in inspection

    • Residents at the heart of the consumer standards
    • Knowing what to expect – resident interaction with the Inspectors
    • Demonstrating how:
      • Residents influence services
      • Feedback leads to action
      • Actions result in positive outcomes for residents.

    9:55am Engaging customer-facing staff

    • It takes a village
    • Ensuring staff understand the consumer standards and the part they play
    • Getting their input and views – learning from day-to-day contact with residents
    • Triangulation – connecting their insight with assurance and improvement.

    10:20am Preparing people for inspection

    • Briefing and supporting residents
    • Briefing and supporting staff/managers for the part they play
    • Evidence and examples
    • Getting the balance right – avoiding over staging.

    10:45am Questions and discussion

    11:00am Close

  • Testimonials

    • Very good speakers and presenters.

      Senior Resident Involvement Officer, East End Homes

    • The presenters were very knowledgeable. The training itself was very well balanced – had a good amount of time dedicated to questions and discussions.

      Community Voice Officer, Bournville Village Trust
  • 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

    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



This event comes with a professional development certificate

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