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The reputation rollercoaster – how to stay on track

  • Type HQN Event
  • Venue London
  • Start 11 Apr 2019 10:00
  • End 11 Apr 2019 16:00


Brick by brick – building and managing reputation

Understanding the importance of reputation management is vital for social landlords and it goes way beyond positive PR.

Housing associations, ALMOs and council housing departments are under close scrutiny in everything they do. As the housing crisis moves up the political and public agenda, the profile of social housing providers has never been more prominent.
Despite the many positive experiences residents have of living in our homes, perceived failures are wide ranging from not building enough homes and poor maintenance standards to neglecting residents and breaking up communities.

The Grenfell Tower disaster has, quite rightly, put organisations further under the microscope, while the government's green paper warns social landlords that they will be named, shamed and potentially penalised if they perform poorly.

Housing providers face the constant challenge of convincing politicians, the media, local communities and, most importantly, their residents that they are doing a good job…but positive PR alone isn’t enough.

Chaired by strategic communications expert Helen Reynolds, our Reputation rollercoaster events this April will help you build and manage a successful reputation –  a reputation that goes way beyond warm words and a switched-on comms team.

Key themes include:

  • How to build a trusted brand
  • Practice what you preach – clarity of mission and sticking to your values
  • Putting residents at the heart of decision making
  • The importance of engaged employees and a happy workforce
  • Stakeholder engagement strategies – working with politicians and the media
  • Making social media a friend not an enemy
  • Understanding where reputational risk comes from and how to deal with it.


  • Helen Reynolds, Director, Social for the People - chair
  • Karen Buck, Labour MP for Westminster North
  • Gavin Jefferies, Assistant Director Communications, L&Q
  • Jonathan Lawn, Head of People Services and Communications, Phoenix Community Housing
  • Tim Abbott, Head of External Affairs, Sovereign Housing 
  • Rebecca Chapman, Director of Communications, Curo
  • Dave Mason, Head of Media and Crisis Communications, Mentor Media Training and author of the book 'Handling the media in good times and bad'.

Session overviews:

Gavin Jefferies will look at a practitioner's thoughts and reflections on reputation management and stakeholder engagement based on experience and case studies; the role of  strategic communications, leadership and influencing; the dangers of over-reliance and under-reliance on communication, and the building blocks of effective reputation management, including:

  • The importance of purpose and values
  • Telling your story, internally and externally
  • Building trust and advocacy among stakeholders
  • Crisis management.

Jonathan Lawn's presentation will include the following themes:

  • Promoting tenant voices
  • Who determines a brand?
  • Tackling stigma – a different view
  • Breaking down resident and staff barriers.

This event is also taking place in Manchester

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Further information

Delegate fees:
Full price: £289.00 *
Members of any HQN network: £209.00 *

Early bird non members only£259.00 *

Early bird pricing ends on 8 March 2019. 

* Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information. 

Registration will start 30 minutes before the first session and refreshments will be available.


Click here to download the programme

Cancellations and substitutions:

A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

Please note that a ‘no-show’ fee of £60.00 will be charged for cancelled free places unless we receive at least 14 days’ notice of your cancellation.

Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.


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