housing & housing services

The Future of the Social Housing Sector

housing & housing services

08:45 - 16:10

Thursday 14 November 2019

Central London

This forum provides participants with the opportunity to analyse the future of social housing and consider how the proposals outlined by the Social Housing Green Paper will change the landscape of the social housing sector. Participants will discuss the reforms with leading policy figures and hear from best practice case studies on ensuring high quality social housing through innovative design, effective tenant empowerment, efficient resolution of complaints and providing safe and decent homes.


This forum is specifically designed for the Housing Sector. Typical job titles will include:

  • Heads of Customer Services
  • Customer Service Managers
  • Housing Operations Managers
  • Quality Assurance Officers
  • Directors and Heads of Housing
  • Housing Managers
  • Chief Executives
  • Tenant Engagement Officers
  • Directors of Neighbourhoods
  • Head of Health and Housings
  • Supported Housing Managers
  • Heads of Design Coordination
  • Housing Strategy and Growth Managers
  • Heads of Planning
  • Heads of Service Development
  • Business Development Managers
  • Heads of Neighbourhoods

This forum is also open to the Local Government sector to encourage debate and networking.

Key Speakers Confirmed:
  • Lizzie Clifford, Deputy Director, Social Housing Policy, Ministry of Housing, Communities and Local Government
  • Fiona MacGregor, Chief Executive, Regulator of Social Housing
  • Jackie Jacobs, Housing Manager, Homes England
  • Reverend Mike Long, Notting Hill Methodist Church and Chair, Shelter Social Housing Commission
  • Maureen Adams, Director of Customer Service and Operations, Soha Housing
View the agenda and additional speakers

Regulator investigations into breaches of tenants’ rights have increased by 61% in the last year, according to the Consumer Regulation Review, 2019. There are four million households living in social housing with this figure projected to rise on an annual basis going forward. Despite the growing increase in social housing tenants, there is a growing concern among residents that they are often overlooked and ignored with 84% of tenants reporting that better quality buildings and well-designed communities would improve their wellbeing.

In July 2018, the government released the Social Housing Green Paper: A New Deal for Social Housing with a consultation on the proposals listed in the paper opened and concluded in November 2018. Among the proposals outlined for reform were the introduction of performance indicators and league tables for the sector, with housing associations expected to be ranked on key topics such as the time taken to complete repairs, customer satisfaction and response to complaints. There are also suggestions that access to housing grants could be tied to the new tables. Other proposals include steps to speed up the complaint process, more support for tenants to redress, tackling stigma and expanding home supply and ownership. The paper also proposes a review of the Decent Homes Standard for the first time since 2006. An action plan for implementation of the paper is expected to be set out by September 2019.

With the landscape of social housing set to change drastically, it is imperative that housing associations are making the changes necessary to achieve excellence within the proposed new league tables and improving the quality of their housing by promoting effective design, efficient resolution of complaints and ensuring that tenants’ needs are met.


Registration, Refreshments and Networking


Chair's Welcome Address

Jonathan Webb, Research Fellow: Energy, Climate, Housing and Infrastructure, Institute for Public Policy Research (IPPR) (CONFIRMED)


Hot Seat: Examining the Social Housing Green Paper and the Next Steps for Implementation

This session will provide an opportunity for delegates to ask Lizzie Clifford, Deputy Director, Social Housing Policy, Ministry of Housing, Communities and Local Government direct questions regarding the Social Housing Green Paper and how this will impact them.

Lizzie Clifford, Deputy Director, Social Housing Policy, Ministry of Housing, Communities and Local Government (CONFIRMED)


Special Keynote: Regulating the Quality of Social Housing -The Future Shape of Regulation

  • Considering the proposals in the Green Paper to reform the regulatory framework in order to make it more robust and efficient
  • Highlighting the key considerations outlined by the consultation on the Review of Social Housing Regulation, 2018, on how the role of the Regulator could be reformed, such as having power over ALMOs and TNOs
  • Reviewing the Regulator’s ability to intervene over consumer standards, such as repairs, and discussing proposals to remove the limit for this only to be exercised in cases of ‘serious detriment’
  • Improving the design and quality of housing and surrounding areas to enhance living standards for residents
  • Considering what a league table of housing associations would look like and the key criteria it would measure
  • Discussing the implications of a league table, including the possibility of housing grants being tied to performance

Fiona MacGregor, Chief Executive, Regulator of Social Housing (CONFIRMED)


Questions and Answers Session


Refreshments and Networking


Case Study: Developing an Effective Improvement Programme to Increase Tenant Satisfaction

  • Outlining how Tower Hamlets Homes provides services for some of the most disadvantaged communities in the country, with 2/3 of its residents from a BAME community and more than a fifth recorded as being vulnerable
  • Examining how the housing association initiated an effective improvement programme in partnership with residents, which resulted in an increase in resident satisfaction in all categories, including the highest ever overall satisfaction of 83%
  • Gaining an insight into the new initiatives to boost tenant satisfaction, including a holistic anti-social behaviour service in partnership with local police, which resulted in a halving of reported anti-social behaviour
  • Opening a new financial health centre for tenants, resulting in £155,000 of debt being consolidated, more than £360,000 benefits applied for and 24 people supported into work
  • Sharing guidance on how housing associations can develop a community-led approach that meets tenants’ needs and improves tenant satisfaction

Paul Davey, Director of Business Transformation, Tower Hamlets Homes (CONFIRMED)


Case Study: Empowering Residents to Improve the Quality of Social Housing

  • Outlining how Soha Housing delivers a high-quality housing experience, ensuring that 90% of residents are satisfied with their service
  • Considering the benefits of effective resident engagement, such as delivering value for money and driving service improvements
  • Discussing the challenges of engaging residents, such as reaching vulnerable or isolated residents, and how best to overcome these
  • Involving residents in significant decisions, including Board membership and complaint reviews and examining the role of Tenants’ Groups which hold the board to account and advise on policy decisions
  • Considering how establishing a Tenant Auditors group to carry out robust assessments on service standards can ensure that residents needs are met

Maureen Adams, Director of Customer Service and Operations, Soha Housing (CONFIRMED)


Case Study: Promoting Good Housing Design to Improve the Quality of Life

  • Considering the impact of housing design on wellbeing, integration and stigma and how future housing construction can look to improve this
  • Outlining the importance of a community-led approach, wherein residents and community groups are consulted at every stage of house design, to ensure that houses are designed to enhance the quality of life and meet resident needs
  • Developing a shared approach to sustainability through the provision of energy-efficient homes, incentives for a lifestyle change and promoting community participation
  • Sharing an insight into Hastoe’s new build standard, which aims to provide high-quality sustainable homes, whilst improving the quality of life for tenants, for example through ensuring homes are accessible and adaptable for an ageing population

Ulrike Maccariello, Director of Development, Hastoe Housing Association (CONFIRMED)

Winners of the SHIFT Silver Award, 2018

Winners of the Making Places Design Award, Sussex Heritage Trust, 2017

Winners of the Large Scale Residential Award, Sussex Heritage Trust, 2017


Questions and Answers Session


Lunch and Networking


Afternoon Keynote: Tackling the Housing Crisis by Expanding the Delivery of Affordable Homes

This session will discuss how the housing sector can work towards achieving the aims of the Green Paper, such as improving tenant experience and reducing stigma. This session will demonstrate how housing design can have a significant impact on improving the quality of homes and share guidance on how the housing sector can look to utilise innovative design.

Jackie Jacobs, Housing Manager, Homes England (CONFIRMED)


Special Keynote: Outlining Recommendations to Improve Social Housing and Tackle the Housing Crisis

  • Outlining findings from the Shelter’s Social Housing Commission, which brought together housing experts and social tenants to examine the housing crisis in the UK and the steps to be taken to tackle it
  • Sharing recommendations from the commission, including introducing a new Ofsted-style regulator to protect residents, establishing a new national tenants’ voice organization and a new national standard to invest in maintaining social homes
  • Promoting the tenant voice: sharing insights into what social housing tenants identified as the main issues they face in social housing, including how a number of tenants reported poor and unsafe conditions and an increase in the levels of stigma they face
  • Highlighting how a lack of social housing is detrimental to solving the homelessness crisis, and how a lack of social housing results in rising private rental prices, contributing to increasing homelessness

Reverend Mike Long, Notting Hill Methodist Church and Chair, Shelter Social Housing Commission (CONFIRMED)


Questions and Answers Session


Refreshments and Networking


Case Study: Establishing an Outstanding Repairs Service Which Enhances Tenant Satisfaction

  • Outlining how Golden Lane Housing led a transformation of its repairs service to achieve a turnaround of delivering repairs, by creating a new in-house dedicated repairs team
  • Highlighting how this resulted in an increase in customer satisfaction from 74% to 98% for the in-house team, alongside a reduction in costs, which is reinvested back into improving housing services
  • Discussing how taking a proactive rather than reactive approach, for example by introducing a repairs day to carry out several non-urgent repairs at a property monthly, has improved services, reduced costs and improved customer satisfaction
  • Considering the importance of the repairs team building relationships with tenants and how this improved tenants trust in the repairs team and enabled the team to give a more personalised services
  • Discussing the importance of ensuring an efficient repairs service for ensuring that homes are safe and decent

Melissa O’Donnell, Director of Operations, Golden Lane Housing (CONFIRMED)

Winners of Best Repairs and Maintenance Scheme at the Northern Housing Awards, 2018

Winners of the Project of the Year Awards at the Building Communities Awards, 2017


Questions and Answers Session


Panel Session: The Future of Social Housing – Challenges and Next Steps

  • Discussing how Brexit will impact the social housing sector, including reliance on EU supply chains, and how the sector can best prepare for this
  • Examining how Universal Credit has affected the sector and how the sector must work together to support tenants and minimize disruption
  • Highlighting the importance of working collaboratively between local authorities and the social housing sector to improve the quality of social housing and tenants’ experience
  • Considering the current landscape for social housing, including fire safety concerns, and discussing the future for the sector following on from the Green Paper

Reverend Mike Long, Notting Hill Methodist Church and Chair, Shelter Social Housing Commission (invited)

Brendan Sarsfield, Chief Executive, Peabody Housing Association (invited)

Craig Moule, Chief Executive, Sanctuary Housing Group (invited)


Chair's Summary and Close

*programme subject to change

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