duration

Location
Virtual

Housing management teams are facing rising expectations, more complex resident need and greater scrutiny of frontline services. This conference day will explore how landlords can strengthen frontline practice, support staff, improve partnership working and use data more effectively to deliver responsive, accountable and resident-focused housing management services.

  • Read more

    Housing providers are being asked to do more than simply maintain compliance. They must equip teams to respond confidently to complex cases, demonstrate professionalism and accountability, and deliver services that are proactive, compassionate and tailored to resident need.

    Bringing together sector leaders, expert speakers and practical case study insight, this event will focus on what strong housing management looks like in practice and how organisations can respond effectively to changing expectations on the ground.

    What will delegates learn?

    Delegates will gain practical insight into how housing management services can respond to rising expectations in day-to-day delivery. They will explore how to support frontline staff, manage complex cases more effectively, strengthen multi-agency working, and use data and intelligence to identify vulnerability, anticipate risk and improve the resident experience.

    This conference day will cover

    • The evolving role of the housing officer and what is now expected of frontline staff
    • Competence, conduct, accountability and the support structures needed for effective frontline practice
    • Multi-agency working and how shared expectations are developing across services
    • Managing complex cases while balancing customer care, compliance and compassion
    • Using data and intelligence to identify vulnerabilities, anticipate issues and tailor services more effectively.

    Who should attend?

    This event is ideal for professionals across the UK social housing sector who are responsible for delivering, managing or improving housing management services, including:

    • Housing management, neighbourhoods, estates and tenancy services teams
    • Housing officers, team leaders and operational managers
    • ASB, tenancy enforcement and community safety leads
    • Resident engagement, complaints and customer experience leads
    • Homelessness, housing options, tenancy sustainment and vulnerability teams
    • Performance, insight, data and service improvement teams
    • Heads of service and senior managers overseeing housing management and customer services.

    To book for both days, please follow this link:

    The Housing Management Network annual conference: Changing expectations in the housing sector – HQN

    To book for day one, please follow this link:

    The Housing Management Network annual conference: Changing expectations in the housing sector – policy and practicalities – day one

  • Our speakers

    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.

    Joe Brownless, Chief Customer Officer, Orbit
    Joe joined Orbit in May 2024 as Chief Customer Officer, with a focus on improving customer experience and leading the development of a new customer journey as part of Orbit’s 2030 strategy.

    He brings a strong track record of building and transforming teams to deliver high-performing customer services across financial services, telecoms, consumer goods and utilities. Joe has worked with major brands including NatWest, Telefónica, Tesco and Mars in the UK and internationally, and has led digital transformation programmes covering operating model change, supply chain redesign and culture development.

    Olivia Richards, Social Research and Policy Advisor, Hedyn (Wales)
    Olivia is a Social Research and Policy Advisor at Hedyn, supporting evidence-led service improvement and strategic decision making through research and insight. Her work focuses on developing practical, research-informed recommendations to strengthen services and outcomes for customers.

    Olivia brings experience from clinical psychology and work with disability charities, which informs her interest in vulnerability and making services more accessible.

    Adam Frame, Head of Housing Specialisms, L&Q Housing Trust
    Adam has 14 years’ experience working in the field of investigating, reviewing cases, taking enforcement actions, and supporting victims and alleged perpetrators who have experienced antisocial behaviour or criminal activity. He is passionate about delivering exceptional customer service and learning from past experiences to get things right first time. Previous roles include leading teams specialising in ASB, DA, vulnerability and support, and complex tenancy management issues.

    He has worked across the home counties and London in various roles, from being a police officer to ASB manager at a London local authority and housing association. Working in different organisations has provided him with a deep understanding of the challenges and constraints of each role he has undertaken and what partner agencies regularly face.

    He has successfully led teams on tackling community concerns, such as entrenched antisocial and high-level criminal behaviour. He has spearheaded and coordinated joint action plans with stakeholders to utilise all available tools and powers to reduce risk and provide sustainable support plans for residents. An example of this was that he was the first person in the local authority housing management department to successfully obtain a closure order and possession order on a property which was involved with criminal activity putting vulnerable families at risk.

  • Programme

    Day two:

    9:30am Welcome and opening remarks from the Chair

    Matt Jones, Executive Director for Customers, MSV Housing

    9:45am Closer to customers, better outcomes: How Orbit is redesigning its neighbourhood approach to support its ambition to deliver amongst the best customer service in housing?

    Joe Brownless, Chief Customer Officer, Orbit Group
    • How Orbit has redesigned its operating model through a new Neighbourhood Approach, bringing people, decisions and resources closer to customers
    • Key lessons, challenges and sector takeaways, including the importance of co‑design, real‑world testing, colleague support and long‑term customer experience measurement.

    10:15am ASB: Managing complex cases

    Adam Frame, Head of Housing Specialisms, L&Q

    A case study exploring how frontline teams are meeting stronger customer care standards and responding to complex resident needs while maintaining compliance and compassion.

    10:45am Break

    11:00am Using data to identify and respond to vulnerabilities

    Olivia Richards, Social Research and Policy Advisor, Hedyn (Wales)

    How better use of data and intelligence can help landlords anticipate issues, tailor services, and meet rising expectations for proactive, person-centred housing management.

    11:30am Panel discussion: Multi-agency working and shared expectations

    Matt Jones, Executive Director for Customers, MSV Housing
    Joe Brownless, Chief Customer Officer, Orbit Group
    Adam Frame, Head of Housing Specialisms, L&Q
    Olivia Richards, Social Research and Policy Advisor, Hedyn (Wales)

    Sharing experience on how cross-sector collaboration is evolving to tackle complex cases and community challenges.

    12:00pm Closing remarks from the chair and reflection on the conference as a whole

    12:15pm Close

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  • 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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