duration

Location
Virtual

Two days of policy and practicalities. New regulations, increased pressure, political scrutiny – explore how housing leaders can deliver more for communities, stay accountable and adapt practices to meet the sector’s evolving future.

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    Housing management is under unprecedented scrutiny. With new consumer standards and TSMs driving transparency, tenants are empowered to compare performance and demand faster, more accountable services. Meanwhile, cuts to police and social services are reshaping expectations, leaving housing teams to fill critical gaps.

    At the Housing Management Network annual conference, sector leaders, regulators and customer facing professionals will share how organisations are reforming services, harnessing data and building tenant‑focused cultures. Across two days, you’ll gain the insight and practical tools needed to adapt, lead and deliver in 2026 and beyond.

    What will be covered:

    Day one – Policy: Changing expectations and the regulatory landscape

    • How expectations are shifting across the sector – and what the TSMs indicate about what residents value most
    • The policy landscape and what to expect in 2026 – what landlords should be preparing for
    • The practicalities of the regulatory changes: lessons from Awaab’s Law and wider standards
    • The Crime and Policing Bill and ASB: what it means in practice
    • Homelessness and supporting tenants through the cost-of-living pressures.

    Day two – Delivery: Practicalities on the ground

    • The evolving role of the housing officer: competence, conduct, accountability and support
    • Panel discussion: multi-agency working and shared expectations
    • Case study: managing complex cases under greater scrutiny
    • Using data to identify and respond to vulnerabilities.

    Who should attend:

    Housing associations, local authorities and ALMOs – everyone involved in shaping or delivering housing management services, including:

    • Housing management, neighbourhoods, estates and tenancy services teams
    • Housing officers, team leaders and service managers
    • ASB and community safety leads
    • Resident engagement, scrutiny and complaints leads
    • Homelessness/housing options and tenancy sustainment teams
    • Performance, data, customer insight and assurance teams
    • Governance, risk and regulatory compliance colleagues.

    To book for individual days, rather than both days, please follow the below links:

    Day one – Policy: Changing expectations and the regulatory landscape

    Day two – Delivery: Practicalities on the ground

  • 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.

    Will Perry, Director of Strategy, Regulator of Social Housing
    Will heads the regulator’s strategy function, including private finance, policy, registrations, new entrants, business intelligence and stakeholder relations. Recently he has been leading the development of the Regulator’s response to the Social Housing White Paper.

    A qualified chartered accountant, he has previously worked in corporate finance lead advisory, government audit and housing consultancy and is a non-executive director of The Housing Finance Corporation.

    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.

    Rebecca Brady, Partner, Housing Management and Property Litigation, Devonshires
    Rebecca Brady is a Partner in Devonshires’ housing management and property litigation team, advising local authorities and registered providers on all aspects of tenancy and leasehold management. Her tenancy management work includes possession claims, injunction applications, disrepair and housing conditions claims and she has a particular interest in succession and unlawful occupation matters, including cases involving trespassers.

    Rebecca’s leasehold practice includes shared ownership, forfeiture, service charge disputes, section 20 consultation and lease interpretation, alongside wider property litigation such as boundary and easement disputes, adverse possession and nuisance claims.

    Rebecca also advises on policy and legislative changes and regularly provides training to clients all over the country.

    Rebecca joined Devonshires in 2012 and is a member of the Social Housing Law Association.

    Francesca Albanese, Executive Director of Policy and Social Change, Crisis
    Francesca has worked at Crisis since 2016. She is also an editorial panel member at Thinkhouse. Prior to Crisis Francesca worked at Homeless Link and Shelter.

    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.

    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.

    Gareth Eadsforth, Director of Asset Operations, MSV
  • Programme

    Day one:

    9:30am Welcome and introductions

    Matt Jones, Executive Director for Customers, MSV Housing

    Setting the scene:

    • How expectations are shifting across the sector
    • What the latest Tenant Satisfaction Measures tell us about what matters most to residents.

    9:45am Keynote: The policy landscape to expect in 2026

    Will Perry, Director of Strategy, Regulator of Social Housing

    With new regulation, changing government priorities and closer scrutiny from the Regulator of Social Housing, what should landlords be preparing for in the year ahead?

    10:15am Regulation in focus: Lessons from Awaab’s Law and beyond

    Gareth Eadsforth, Director of Asset Operations, MSV
    • How new standards around safety, damp and mould, and resident engagement are reshaping expectations
    • What good compliance and culture change look like in practice.

    10:45am Break

    11:00am The new Crime and Policing Bill and ASB

    Rebecca Brady, Partner, Housing Management and Property Litigation, Devonshires

    A legal and operational perspective on how the new Crime and Policing Bill will affect landlords’ responsibilities on antisocial behaviour – and how to manage growing resident expectations for action.

    11:30am Translating policy into action: Homelessness and inflation/cost of living

    Francesca Albanese, Executive Director of Policy and Social Change, Crisis

    How housing organisations and partners are responding to the social and financial pressures driving demand and managing the expectations of residents in crisis.

    12:00pm Closing remarks from the chair and reflection on the day

    12:15pm Close

    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

  • 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

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    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.

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