duration

Location
Virtual

This practical session explores the importance of using household data to better understand residents and homes. Looking at collection methods, how data is managed and how it can be used to improve service delivery. Delegates will receive a model strategy to help develop their own.

  • Read more

    Housing providers are under growing pressure to demonstrate a genuine understanding of their residents and homes. With stronger consumer regulation and increased scrutiny following high-profile cases, organisations must be able to show how they gather, maintain and apply household information to deliver safe, fair and responsive services.

    And it makes business sense. When handled well, resident insight can help landlords recognise vulnerabilities, tackle inequalities, prevent problems from escalating and design services that reflect the realities of the communities they support.

    The real challenge lies in ensuring that data is accurate, consistent across systems and actively used to inform decisions.

    In this session we will explore:

    • Why “knowing your residents” has become both a regulatory expectation and a service imperative
    • Which types of household data provide the greatest value and how to collect them effectively
    • How to translate data into meaningful insight across housing management, repairs and customer services
    • Practical approaches to tailoring services to meet the varied needs of residents
    • How to achieve a reliable “single source of truth” for resident data across the organisation.

    Join us to discover how stronger resident insight can support compliance, build trust and ultimately deliver better outcomes for the people living in your homes.

    Who should attend?

    This event is designed for social housing professionals involved in improving resident insight and household data across their organisation. It will be particularly relevant for those working in

    • IT/data
    • Housing management
    • Customer services
    • Repairs and asset management
    • Performance
    • Policy
    • EDI
    • Resident involvement
    • Tenancy sustainability.

    Anyone responsible for data quality, service improvement, regulatory compliance or delivering more tailored resident services will benefit from attending.

    Delegates will receive a model strategy that can be used to develop your own.

  • Our speakers

    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.

    Matt Jones, Executive Director for Customers, MSV Housing
    As Executive Director for Customers, Matt is responsible for our operational customer facing housing management services, ensuring they provide the best possible customer experience. The services in Matt’s area of responsibility include all aspects of neighbourhood management, our customer contact centre and complaints. Matt is also responsible for our independent living service comprising of later living, younger living and supported living.Matt is also the nominated designated Executive lead for ensuring the Consumer Standards are met and this includes responsibility for customer voice and influence and how that is embedded in MSV’s service delivery. He is also the Executive lead for the Customers and Communities Committee and our Customer Scrutiny Function and serves as the Chair of Bolton Housing Partnership as well as the holding the Vice Chair role of Manchester Housing Providers Partnership. Matt is also a Director at Manchester Athena, a limited company established in Greater Manchester focussing on employment and skills.

    A strong advocate for social justice and tackling enduring inequality, Matt has a genuine focus and commitment to focusing on customers,  delivering the best possible services and ensuring the quality of homes, services and neighbourhoods has a positive impact.

    Nick Beasley, Regional Director, Mobysoft
    Nick Beasley is Regional Director at Mobysoft – a software-as-a-service tech provider for Social Housing – and has 16 years experience in the housing and technology sector. Alongside his substantive post he is also Chair of Agamemnon Housing Association, having previously been Chair of Finance, Risk and Audit.

    Charlotte Bailey, Tenant Partnership Manager, Winchester Council
    Charlotte is the Tenant Partnership Manager at Winchester City Council, where she leads on tenant engagement, co-production, and resident influence across Housing Services.

    Over the past four years, Charlotte has helped redesign the council’s approach to tenant involvement, developing a co-production framework that brings tenants into policy development, service improvement, scrutiny, and complaints learning.

    Her work focuses on practical, inclusive engagement that helps housing services better understand residents, strengthen accountability, and meet the expectations of the Consumer Standards.

  • Programme

    9:30am Welcome and introductions

    Damian Roche, Director, HQN

    9:40am Knowing your residents: what the regulator expects and why it matters

    Damian Roche, Director, HQN
    • Understand what the regulator expects landlords to know about their residents
    • Look at what household data you need, and how to collect and store it
    • Explore how to use household data to improve services and support residents
    • Present a suggested model strategy that you use to develop your own.

    10:10am Embedding household data across services: lessons from practice

    Matt Jones, Executive Director for Customers, MSV Housing
    • Embedding “data culture” – the MSV digital data journey
    • The what, how, where, including data integrity
    • How MSV are joining up different sources of data and “layering” it.

    10:40am Break

    10:50am Gain, retain, enhance: where the technology can support

    Nick Beasley, Regional Director, Mobysoft
    • Why understanding who is behind each door is essential for landlords and residents
    • How better household data can support regulation, segmentation and more tailored services
    • Practical ways providers can gain, retain and enhance the data they hold
    • Using people and technology to satisfy regulatory requirements and improve service delivery for residents.

    11:20am Turning resident information into practical service improvements

    Charlotte Bailey, Tenant Partnership Manager, Winchester Council
    • Winchester City Council’s approach to collecting and improving household data
    • How working with tenants can help shape a more trusted and useful approach
    • Tackling resident concerns about why data is being collected and how it will be used
    • Exploring the role of tools and resources in supporting better data collection.

    11:50am Q&A and discussion

    12:20pm Wrap up and key takeaways

    Damian Roche, Director, HQN

    12:30pm Close

  • 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

 

Making a booking:

You don’t need to be logged in to make a booking.

Step 1: Select the number of delegates you would like to book on this session
Step 2: Complete the delegate details
Step 3: Check the details, tick the consent box, and press the book now button
Step 4: Member discounts will automatically be applied on the next page
Step 5: To use a coupon code please enter this at the top of the checkout page by clicking on the link
Step 6: Complete the booking details
Step 7: Confirm your booking
Step 8: You will receive a confirmation email with an order number, if you don’t receive this within 24 hours please get in touch with us – [email protected]