This year’s HQN annual conference takes place a few weeks after the fifth anniversary of the Grenfell tower disaster.

During that time, the government has proposed solutions to the systemic failures that played a part in the tragedy. The Social Housing White Paper, changes to regulation and the Building Safety Bill have provided a roadmap to a better future but these reforms are taking years to implement.


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    This year’s HQN annual conference takes place a few weeks after the fifth anniversary of the Grenfell tower disaster.

    During that time, the government has proposed solutions to the systemic failures that played a part in the tragedy. The Social Housing White Paper, changes to regulation and the Building Safety Bill have provided a roadmap to a better future but these reforms are taking years to implement.

    Meanwhile, national news coverage chronicling tenants’ despair at the state of their homes, social media activists shaming landlords across the UK, and the cladding crisis, have knocked the sector’s reputation.

    Housing providers are juggling these issues (and the associated costs) at a time when they are expected to have one eye on the future. But how do we plan for the zero carbon homes of tomorrow when we are constantly firefighting issues with our existing stock?

    The title for this year’s conference is ‘past, present and future’ and we’ll be taking stock on the current state of the sector, what we can learn from the past, how we can put things right and thinking about what the future holds.

    At HQN, we specialise in providing hands-on help to housing professionals with the aim of driving up standards across the sector. It’s an approach we aim to reflect at this year’s conference.

    The Housing Ombudsman, Richard Blakeway, will deliver a keynote address looking at disrepair and complaints – offering practical solutions to some of the issues he is seeing.

    Kate Dodsworth, Director of Consumer Regulation at the Regulator of Social Housing, will provide an update on the new Social Housing Regulation Bill, the introduction of Tenant Satisfaction Measures and what the new era of proactive inspection might look like.

    Jo Causon, Chief Executive of the Institute of Customer Service will share her thoughts on the state of customer service in housing with reference to the current professionalisation review and the important role customer-facing teams play (but are often not recognised).

  • Our speakers
    • Alistair McIntosh, Chief Executive, HQN
    • Jo Causon, Chief Executive, Institute of Customer Service
    • Richard Blakeway, The Housing Ombudsman
    • Kate Dodsworth, Director of Consumer Regulation, Regulator of Social Housing
    • Sarah Mallagh, BSR Policy Lead, The Health and Safety Executive
    • Liz Bisset, Committee Member, Committee on Fuel Poverty
    • Clarissa Corbisiero (Wales)
    • Aaron Hill, Director of Policy & Membership, Scottish Federation of Housing Associations (Scotland)
    • Speaker tbc (Netherlands)
    • Hal Pawson (Australia).
  • Our sponsors

    United Living

    About United Living 

    We are place makers, driven by our strong company values that focus on delivering our customers’ expectations, addressing their challenges and leaving behind a positive legacy. We provide the essential services to the owners and operators of critical UK property and infrastructure assets, creating the communities where people want to live, work and play.

    No matter what the size of the challenge, our innovative approach to cost management helps our customers and the communities they serve, benefit from resilient infrastructure, beautiful homes and improved environments.

    Delivered through our three complementary businesses, we keep our customers at the heart of everything we do and create green spaces that promote safe and inclusive environments for the generation of today and in the future.

    Our experienced teams work with a range of customers within the public and private sectors to develop, build, maintain and operate the increasingly complex and critical infrastructure that supports daily life and national economies.With dedicated national teams and our network of supply chain, we bring together people, experience and technology, helping to make our industry safer, cleaner and more collaborative.

    Our scale gives us the ability to accept big challenges and build mutually beneficial partnerships, whilst thinking locally, working with our customers to deliver services and infrastructure that will stand the test of time. Our purpose is about making progress, safely, towards a sustainable future for our people, our communities and our business – it’s the United Living way

    If you’d like to find out more about the work we do and how we can help you, then we’d love to hear from you, whether you have a specific project or simply want an informal chat.

    Tel: 01322 665522

    Email: [email protected]

    About MRI

    MRI Software is a leading provider of web-based solutions for housing associations and local authorities in the UK and Ireland. Through its comprehensive suite of customer-focused products and applications they deliver flexibility, choice and scale to more than 850 social housing clients in the region.

    Over the past two years MRI have worked with HQN at a number of events and consulted with members as part of resident led and provider led focus groups to drive findings for the Resident Voice Index research. The Resident Voice initiative is a long-term project to gather anonymised survey responses from people living in social housing in the UK about how they feel about their homes and local surroundings. These short surveys are designed to provide policy makers and housing providers with the information they can use to improve neighbourhoods and communities.

    Find out more about the research here;  https://residentvoiceindex.com/

    About Switchee

    It is Switchee’s mission to fight fuel poverty and provide social housing provider’s with remote data insights that cut maintenance costs and improve resident well-being. Switchee enables social landlords to hit challenging financial and environmental targets with real time, remote data analytics. A personalised platform identifies condensation, damp or mould risk and flags fuel poverty. Switchee transforms resident engagement and appointment scheduling via a two way in-house communication display.

    With a Switchee Smart Thermostat installed, residents optimise energy use, lower heating bills by 17% and reduce energy consumption – future proofing homes and driving towards Net Zero.

    We are delighted to be working with over 100 Social Housing Providers across the UK.

    About Birketts

    Birketts is a full service, top 100 law firm in the UK. With a dedicated social housing team, they have worked with a vast range of clientele including national and regional registered providers, local authorities, private housebuilders, and funders on a wide range of issues affecting the sector. Birkett’s understand social housing is an ever-changing environment, subject to frequent changes driven by Government demands, new legislation and the economy. They have particular strengths in development (including stock transfer) and its related discipline sectors: construction, planning and projects. Allied to this, they can call on their well-established plot sales function to support RP development teams – this is particularly important as the range of home ownership products increases and for those RPs who employ private sales to cross-subsidise schemes. They have a wealth of experience in housing management issues, particularly in relation to nuisance and anti-social behaviour. In addition, they have skilled advisers covering your core business needs such as employment law and funding.

    About PlentificPlentific

    Plentific is a proptech software company who works with providers across the social housing sector to transform how they deliver repairs and maintenance services. Through a powerful marketplace SaaS platform it empowers landlords and property managers to launch and manage their own fully flexible contractor supply chain.

    Plentific is trusted by some of the best-known organizations in property, including L&Q, Peabody, Notting Hill Genesis, Grand City Properties and Knight Frank to manage more than 350,000 properties across the UK, Germany and USA. Its software integrates repairs, compliance, and voids management with a marketplace of more than 18,000 contractors to streamline property maintenance and provide instant insight into the health of a property portfolio.

    About NFS

    Established 30 years ago NFS is the market leader in providing affordable rental furniture to social housing customers. We have 38 clients across the UK, to see who we work with click here

    We understand its difficult moving into a new home and with our support your customers can furnish their home quickly, simply and with products chosen by them. Your customers may already have some furniture or they may have nothing. Our options based solution means your customers can choose the products they need, it’s very flexible and designed to adapt their needs. To view our product range click here.

    The service can be paid for by Housing Benefit and Universal Credit, item are replaced after 4 years and all repairs and maintenance are carried out at no extra charge by our experienced and dedicated team. We have ISO9001 accreditation which demonstrates our ability to consistently provide products and services that meet customer and regulatory requirements. Evidence of our certification can be found here: NFS Quality Policy ISO9001. We also have ISO14001 accreditation which demonstrates our commitment to protection for the environment and that we are fully compliant with relevant legislation. Evidence of our certification can be found here: NFS Environmental Policy ISO14001. 

    To find out more about the impact of our flexible furnished tenancy solution read our recently published report NFS The Value of Furniture Report

    If you’d like to find out more about our service give us a call on 0191 278 1888 or email [email protected]


  • 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.

Dates and prices