housing & housing services

The Future of the Social Housing Sector

housing & housing services

08:45 - 15:00

Thursday 14 November 2019

Prospero House- etc Venues, 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 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:
  • Reverend Mike Long, Notting Hill Methodist Church and Chair, Shelter Social Housing Commission
  • Ulrike Maccariello, Director of Development, Hastoe Housing Association
  • Andy Wallhead, Chief Executive, Wakefield District Housing
  • Melissa O’Donnell, Director of Operations, Golden Lane Housing
  • Kate Wareing, Chief Executive, 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.

In October 2019, the government opened a consultation on the Future Home Standards. This includes proposals for ensuring that new homes are energy efficient from 2020, with a new green standard for new build homes and a new national design code. In the coming months, all local authorities will be expected to produce their own design code, reflecting their own unique character, whilst meeting the expected national standard.

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

Lisa Redwood, Trainer and Consultant, TKA Training and Consultancy (CONFIRMED)


Interactive Session: Setting the Scene and Having Your Voice Heard

The day will begin with a 15 minute interactive session, led by the Chair, in which delegates will be able to ask questions, raise their key concerns and inform the Chair of what they would like to discuss during the course of the day, informing the debate and directing the conversation.


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


Refreshments and Networking


Case Study: Delivering Outstanding Tenant Services to Improve Tenant Satisfaction

  • Highlighting how Wakefield District Housing delivers excellence in tenant services, with an overall tenant satisfaction score of 94.7%
  • Gaining an insight into the new initiatives to boost tenant satisfaction, including working with tenants to improve their employability skills and collaborating with health agencies to support tenants’ wellbeing
  • Working closely with tenants to support them through universal credit challenges and improve tenancy sustainment
  • Examining initiatives to improve community safety, such as working with local community organisations to tackle anti-social behaviour, resulting in a 41% reduction in household burglaries, and supporting 125 families affected by domestic abuse
  • Sharing guidance on how housing associations can develop a community-led approach that meets tenants’ needs and improves tenant satisfaction

Andy Wallhead, Chief Executive, Wakefield District Housing (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

Kate Wareing, Chief Executive, Soha Housing (CONFIRMED)


Questions and Answers Session


Lunch and Networking


Afternoon 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)


Case Study: Promoting Good Housing Design to Improve Tenant Experience

  • 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


Interactive Session: Reviewing the Day

The day will end with a 15-minute interactive session, led by the Chair, in which delegates will discuss their key takeaways, and raise questions for further discussion following the forum.


Chair's Summary and Close

*programme subject to change

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