Improving Tenant Engagement Digital Conference: Diversity, Innovation and Effective Participation

Monday 24th May 2021

Digital Event, Broadcast Live

Key Points
  • How to meet the expectations of the Social Housing White Paper to ensure tenants' voices are heard
  • Improving the landlord-tenant relationshipand increasing residents' trust
  • Opportunities to diversify and rethink your engagement strategy
  • How to overcome challenges and find new proactive ways of engaging and empowering tenants
  • Click Here to Secure your Place
Overview
Expert speakers:

  • Fiona MacGregor, Chief Executive, The Regulator of Social Housing
  • Paul Hickman, Co-Investigator, Collaborative Centre of Housing Evidence
  • Michael Hill, Business Development Manager, Tpas
  • Paul Harris, Executive Director of Customer Experience, Curo and Vice President at the Institute for Customer Service
  • Anna Clarke, Research and Insight Manager, Strategy and Planning, Peabody
  • Gulam Hussain, Scrutiny and Resident Feedback Manager, Tower Hamlets **Landlord of the year 2019 UK Housing Awards
  • Anne-Marie Bancroft, Customer Engagement Manager, Salix Homes, **Digital Landlord of the Year 2020- UK Housing Awards
  • Darren Hartley, Chief Executive, The Taroe Trust
  • Ronika Cunningham, Engagement Manager, The Home Group **Landlord of the Year, 2020 UK Housing Awards
  • Jackie Logan, Resident Engagement and Communities Manager, Soha Housing
  • Maxine Nutkins, Community Engagement Manager, Southend Homes
  • Pat Turnbull, Representative, London Tenants Federation
  • Justine Nunn, Involvement Officer, Oxford City Council
  • Simon Barlow,Board Member Phoenix Community Housing
  • Martyn Lund,Chair, See the Person

    Join Westminster Insights half day Conference to hear a first-hand perspective from the Regulator of Social Housing who will have more power to intervene and evaluate the engagement standards that housing associations are expected to meet. You will also hear from Michael Hill, Business Development Manager from Tpas who will explore six principles that will enable you to achieve your new goals and progress your engagement journey.

    Get the latest advice from award winning teams and leading organisations including Paul Harris, Executive Director of Customer Experience at Curo and Vice President at the Institute for Customer Service who will share his insights on the sector’s opportunity to commit to these new standards to improve service delivery. Learn from Peabody’s Index to optimise engagement opportunities by analysing residents’ needs and expectations to offer bespoke schemes for involvement.

    Join us to learn how to embed a culture of engagement in your organisation, empower staff on the frontline, and foster empathetic approaches such as Home Group’s Life Swap model to embrace a diverse pool of tenants. Hear best practice from the digital landlord of the year, Salix Homes, on harnessing digital opportunities. SOHA housing will share insights on how to create a sense of community by targeting the needs of those harder to reach and vulnerable residents, and creating new approaches to tackle loneliness. You will also hear the tenant’s perspective from the Taroe Trust, London Tenant’s Federation and resident-led best practices from Phoenix Community Housing.

    Don’t miss this opportunity to hear from leading experts from the sector and gain vital insight allowing you to rethink and improve your tenant engagement strategies.

Agenda
Start

08:45 - 09:00
Chair's Opening Remarks

 
Speakers

Paul Hickman Co-Investigator, Collaborative Centre for Housing Evidence (CaCHE)

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09:00 - 09:30
Keynote Address: Tenant Engagement: Pathways for Better Outcomes and Improved Services

 
  • Harnessing opportunities for continuous improvement
    Expectations for engagement standards in the Charter for Social Housing Residents: Social Housing White Paper
  • Embedding accountability as part of the engagement strategy: Measuring and reporting outcomes
  • Reviewing the Regulator’s new roles and expectations from housing providers
9:20-9:30- Questions and Discussion 
Speakers

Fiona MacGregor Chief Executive, The Regulator of Social Housing

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09:30 - 10:00
Setting the Standards for Effective Engagement

 
  • Reviewing the six principles proposed by TPAS as a baseline to improve engagement outcomes
  • Adapting the standards to each organisation’s engagement journey
  • Fostering innovation and creative thinking to find new ways of engaging
9:50-10:00 Questions and Discussion 
Speakers

Michael Hill Business Development Manager, TPAS

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10:00 - 10:40
Exploring Innovations and New Ways of Engaging

 
  • Lessons from Peabody’s Index to identify residents’ needs
  • Learning from Curo’s engagement strategy and targets to measure successful engagement
  • Fostering professional development for staff and embedding a culture of engagement  Using tenant insight and demographics to tailor engagement strategies that meet residents’ needs expectations
  • Assessing impact of the strategy and optimising resources to evaluate success
10:30-10:40 Questions and Discussion 
Speakers

Paul Harris Executive Director of Customer Experience, Curo

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Anna Clarke Research and Insight Manager, Peabody

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10:40 - 11:10
Diversifying Opportunities and Broadening the Pool of Engagement

 
  • Reviewing lessons from Home Group’s Life Swap Model, to understand residents’ experience and raise awareness across frontline staff
  • Revisiting Tower Hamlets Engagement Journey to increase residents trust and proactive participation
  • Embedding a culture of engagement in different levels and areas of the organisation 
  • Delivering a range of options that responds to tenants’ identities and needs
11:00-11:10 Questions and Discussion 
Speakers

Gulam Hussain Scrutiny & Resident Feedback Manager, Tower Hamlets Homes

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Ronika Cunningham Engagement Manager, Home Group

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11:10 - 11:20
Interval

 

11:20 - 11:55
Moving Tenant Engagement Online – Exploring a Long-Term Shift to Digital Engagement

 
  • Maximising the benefit of digital interactions and engaging harder to reach residents 
  • Implementing customer-centric interventions
  • Learning from Oxford City Council's tenantinvolvement.com 
  • Creating personable solutions and upskilling tenants without staff on the ground
  • Using technologies to broaden the spectrum of engagement 
11:45-11:55 Questions and Discussion 
Speakers

Justine Nunn Involvement Officer, Oxford City Council

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Anne-Marie Bancroft Customer Engagement Manager, Salix Homes

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11:55 - 12:20
Tackling Loneliness- Reaching out and Creating a Sense of Community

 
  • Learning from SOHA’s community connectors project
  • Including mental health of residents as part of the engagement strategy
  • Identifying the needs of vulnerable residents to close the digital gap
  • Fostering peer support groups
  • Supporting staff with the resources to tackle engagement barriers
12:15-12:20 Questions and Discussion
Speakers

Maxine Nutkins Community Engagement Manager, Southend Borough Council

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Jackie Logan Resident Engagement and Communities Manager, Soha Housing

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12:20 - 13:00
Panel Session: Resident Empowerment: Embracing New Opportunities to Improve the Landlord- Tenant Relationship

 
  • Grassroots efforts to improve the tenant-landlord relationship
  • Unifying the residents’ voice?
  • Democratising engagement and tackling segregation and stigma
  • Fostering active participation
  • Learning from Phoenix Housing as a resident led organisation
13:50-13:00 Questions and Discussion
Speakers

Darren Hartley Chief Executive, The Taroe Trust

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Simon Barlow Board Member, Phoenix Community Housing

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Martyn Lund Chair, See the Person

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Pat Turnbull Representative, London Tenants Federation

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13:00 - 13:05
Chair's Closing Remarks

 
Speakers

Paul Hickman Co-Investigator, Collaborative Centre for Housing Evidence (CaCHE)

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End
Speakers

Anne-Marie Bancroft Customer Engagement Manager, Salix Homes

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Simon Barlow Board Member, Phoenix Community Housing

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Anna Clarke Research and Insight Manager, Peabody

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Ronika Cunningham Engagement Manager, Home Group

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Paul Harris Executive Director of Customer Experience, Curo

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Darren Hartley Chief Executive, The Taroe Trust

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Paul Hickman Co-Investigator, Collaborative Centre for Housing Evidence (CaCHE)

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Michael Hill Business Development Manager, TPAS

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Gulam Hussain Scrutiny & Resident Feedback Manager, Tower Hamlets Homes

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Jackie Logan Resident Engagement and Communities Manager, Soha Housing

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Martyn Lund Chair, See the Person

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Fiona MacGregor Chief Executive, The Regulator of Social Housing

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Justine Nunn Involvement Officer, Oxford City Council

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Maxine Nutkins Community Engagement Manager, Southend Borough Council

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Pat Turnbull Representative, London Tenants Federation

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Venue details

Digital Event Broadcast Live

Speakers
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