Building A Better Social Housing Future 2021
Online Event 21 April 2021, 9:00am - 4:00pm
Day 1
8:30am
Online Registration
9:35am
Chair’s Welcome Address
James Raddings, Member, Institute of Government & Public Policy
9:40am
Morning Keynote: The Government Perspective: Building A Better Future For The Social Housing Sector
- Outline of the new £11.5 billion Affordable Homes Programme to be delivered from 2021 to 2026
- Meeting the need to expand supply and support homeownership through partnership working with local authorities and housing associations and agencies
- Update on the replacement of the current system of planning obligations and the Community Infrastructure Levy
- Ensuring social housing is safe, environmentally friendly and decent for families and residents
- Creating a green economic recovery by funding the delivery of new homes, jobs, skills and infrastructure
Christopher Pincher MP, Minister of State (Minister for Housing), Ministry of Housing, Communities and Local Government
10:00am
The Next Stages Of Social Housing Consumer Regulation and Standards
- The importance of understanding the regulatory and legal requirements for registered providers and local authorities
- Understanding the statutory standards relevant to compliance with health and safety in order to make tenants feel safe in their homes
- The significance of early intervention with the detection and resolution of tenants' grievances
- The use of proficient data and reliable procedures to provide effective assurance
Fiona MacGregor, Chief Executive, Regulator of Social Housing
10:20am
The Role of Housing Associations in the Country’s Recovery From the Pandemic
- Using data and local relationships to identify our residents most in need of support after the pandemic
- Amending our existing support services to meet post-pandemic needs
- The importance of affordable housing in the recovery
- Lessons learned from an unprecedented year
Claire Miller, Chief Executive Officer, Clarion Housing Group
10:40am
Questions And Answers Session
11:05am
Break and Networking
11:35am
Developing A Working Understanding Of The New Building Safety Regulatory Regimes
- Working in partnership with the social housing industry to ensure that the measures in the Building Safety Bill are met
- Ensuring that staff involved in providing assistance to the new regulator have the appropriate knowledge, experience, skills and behaviours
- Improving the skills of all those involved in higher-risk building construction and management
- Priming LABC Surveyors and Teams: LABC Certification ISO:17024; Domestic building control; Commercial building control; Regulatory enforcement; Safety at Sports Grounds
Lorna Stimpson, Chief Executive, Local Authority Building Control
11:55am
Case Study: Digitally Transforming Services for Employees and Residents
- Embracing Cloud and driving Data Led Decisions
- Enabling a connected workforce
- Driving Digital Customer Engagement
- Regeneration of Communities and Technology
Suzanne Markwell, Business Development Director, Health and Housing, Maintel
12:15pm
Case Study: A Clear Option for the Provision of Affordable Accommodation - Protecting Vacant Buildings with Property Guardians
- Background data: number of properties lying vacant, number of people seeking affordable accommodation, costs of keeping empty homes
- Meanwhile use: overview of the property guardian model
- Addressing the issues surrounding ethics and security; good and bad working practices - avoiding the cowboys
- Regulations: regulations that work for and against affordable accommodation
- Case studies: local authority housing block,London; former school near Warwick; housing association estate in Woking, Surrey
Graham Sievers, Chairman, Property Guardian Providers Association
12:35pm
Questions And Answers Session
12:55pm
Lunch And Networking
1:40pm
Developing A Strategic Approach To Social Housing Financial Management In Difficult Economic Times
- Finding the balance between strategic investment and cost reduction initiatives and activities
- Ensuring an innovative approach to remain attractive to public and private sector partners and investors
- Optimising finances and capacity to support social purpose
- Increasing financial strength and organisational capabilities through a merger
Tracey Barnes, Chief Financial Officer, Sovereign Housing Association
2:00pm
Achieving Outstanding Levels Of Customer Service Excellence Through A Commitment To Inclusion and Diversity
- Reaching the BS76005 Standard: Accomplishing all the criteria for Customer Service Excellence accreditation from the National certification body Centre for Assessment (CfA) and attaining Compliance Plus status in 15 separate areas
- Putting inclusion at the heart of a customer service strategy whilst recognising that people have different needs
- Outlining the value of tailored customer-focused research and data to provide high-level customer satisfaction
- Understanding the importance of partnership working with local communities, local authorities and community groups
Lee Bloomfield, Chief Executive Officer & Ulfat Hussain, Assistant Chief Executive and Director of Operations, Manningham Housing Association
2:20pm
A New Service Model For Preventing And Tackling Homelessness And Rough Sleeping
- Making homelessness prevention a priority for partners across the Council and the wider community
- Executing a person-centred approach, through the design, delivery and development of prevention services with joint collaboration between the homeless and agencies
- Utilising data to identify those most at risk of homelessness and creating an early intervention strategy accordingly
- The future of temporary accommodation
Joanne Drew, Director of Housing and Regeneration, London Borough of Enfield
1:40pm
Questions and Answers Session
2:00pm
Break and Networking
2:20pm
Case Study: Managing Your Energy Data is the First Priority for Your Zero Carbon Journey
- Understanding the challenge - regulatory targets versus current reality
- Establishing your energy data baseline to develop your improvement strategy
- Using effective energy data management techniques to ensure accuracy
- Being aware of the significance of future technological developments
Austin Baggett, Managing Director, Sava
2:40pm
Chatbots: The Best Way to Customer Self-service and a Multi-Channel Experience
- A bit about AI, busting the jargon and simplifying how chatbots work
- Chatbots Vs Virtual Agents
- What our housing customers are doing and how they are getting value
- Turning each customer interaction into a useful data point
- The business case for chatbots and virtual agents
Scott Summers, Chief Executive Officer, Fuzzlab
3:00pm
Chair’s Summary And Close
3:00pm
Consultation