Key Points
  • Explore strategies to engage with tenants, from grassroots participation to operational and strategic decision making.
  • Learn how to engage a diverse and fairly representative panel
  • Discuss the expectations and standards for tenant involvement, including, monitoring buildings to ensure that building safety regulations are met
  • Hear from the Housing Ombudsman on how to utilise complaints handling in order to develop future relationships and ensure satisfaction.
  • Understand ways to connect with residents and harder to reach groups


Overview
Confirmed Expert Speakers:

  • Lord Best, Social Housing Leader, House of Lords
  • Clive Betts MP, Chair, Communities and Local Government Select Committee
  • Ashley Campbell, Policy and Practice Manager, Chartered Institute of Housing Scotland
  • Emma Foxall, Deputy Ombudsman, Housing Ombudsman
  • Lyn Vickery, Visiting Fellow on Housing, London Southbank University
  • Pat Turnbull, Representative, London Tenants Federation
  • Shane Clements, Tenant Participation Lead, Department for Communities in Northern Ireland (DfC)
  • Lisa Birchall, Policy, Communications and Research Officer, National Federation of ALMOs (NFA)
  • Emily Watts, Resident Engagement Officer, Cambridge City Council
  • Jacqui McKinlay, Chief Executive, Centre for Public Scrutiny
  • Adreena Parkin-Coates, Building Safety Programme Team, National Fire Chiefs Council
  • Laura Bradley, Director of Resident Scrutiny & Involvement, Resident Scrutiny & Involvement, Optivo
  • Mark Howarth, Head Resident Engagement, London Borough of Lambeth
  • Jill Haley, Chief Executive, Byker Community Trust
  • James McCarthy, Director of Retirement Housing, Housing & Care 21
  • Cym D'Souza, Chief Executive, Arawak Halton Housing Association
  • Dean Ballard, Head of Customer Insight, Stonewater
  • Chris Woodhead, Group Director Housing, Marketing & Business Development, Dimensions

    The Green Paper “A New Deal for Social Housing” places Tenant Engagement as a vital element of quality social housing. The August 2018 report aims to strengthen the voice of tenants, rebalancing the relationship between them and landlords, tackling stigma and ensuring they feel stable, supported and empowered.

    Westminster Insight’s full-day conference will explore different levels of participation, from grassroots to operational to strategic. You will learn how to ensure a fair panel is in place and hear from case study by the Byker Community Trust on successfully involving residents as a key voice in decision making.

    Our conference will reflect on improvements made since the Green Paper was published and discuss of the expectations and standards for tenant involvement. This includes, monitoring buildings to ensure that building safety regulations are met and utilising complaints handling to develop future relationships and ensure satisfaction.

    Finally, you will have the opportunity to hear about alternative ways to connect with residents using non-traditional methods, such as digital technology. The event will close with a session reviewing innovative methods to address the challenges when engaging with hard to reach groups.

  • Agenda
    Start

    09:10 - 09:40
    Registration and Coffee

     

    09:40 - 09:45
    Morning Chair’s opening remarks

     

    Speakers

    Lyn Vickery Visiting Fellow on Housing, London Southbank University

    Read profile


    09:45 - 10:00
    Keynote: Reviewing the Social Housing Green Paper to reflect on Improvements

     
    • Evaluating community involvement progression since 2018 and plans for 2020
    • Looking at the expected release of the White Paper
    • What are the expectations for developers in consulting residents when building?
    • Taking on Green Paper recommendations including good repairs and neighborhood management


    Speakers

    Clive Betts MP Chair, Communities and Local Government Select Committee

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    10:00 - 10:10
    Question and Discussion

     

    10:10 - 10:30
    Encouraging Community Involvement through Grassroots Activity

     
    • Understanding the two-way process in order to improve engagement and outcomes for tenants and landlords
    • Looking at different levels of tenant participation, from grassroots to operational to strategic, to discuss which areas need more focus
    • Recruiting and selecting an effective tenant led panel to ensure a balanced representation

    Speakers

    Mark Howarth Head Resident Engagement, London Borough of Lambeth

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    Shane Clements Department for Communities, Northern Ireland Tenant Participation

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    Pat Turnbull Representative, London Tenants Federation

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    10:30 - 10:45
    The Future of Scrutiny

     
    • Giving tenants the opportunity to have a say about how their housing services are delivered
    • Allowing tenants to scrutinise on panels to ensure their voices are heard

    Speakers

    Laura Bradley Resident Scrutiny and Involvement, Optivo

    Read profile

    Jacqui McKinlay Chief Executive, Centre for Public Scrutiny

    Read profile

    Emily Watts Resident Engagement Officer, Cambridge City Council

    Read profile


    10:45 - 11:05
    Joint Question and Discussion

     

    11:05 - 11:20
    Case Study: Involving Residents in decision Making: Byker Community Trust

     
    • Proven ways of listening to resident’s concerns and involving them in more meaningful service delivery
    • Ensuring you are giving something back to tenants to show appreciation

    Speakers

    Jill Haley BA FCIH Chief Executive, Byker Community Trust

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    11:20 - 11:30
    Joint Questions and Discussion

     

    11:30 - 12:00
    Networking and Coffee Break

     

    12:00 - 12:15
    Independent Review of Building Regulatory and Fire Safety Recommendations

     

    Speakers

    Adreena Parkin-Coates B(Eng)Hons CEng FIFireE Building Safety Programme Team, National Fire Chiefs Council

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    12:15 - 12:25
    Questions and Discussion

     

    12:25 - 12:45
    Spotlight on Scotland: Democracy Starts at Home

     
    • Looking at international examples of engagement and how these could be applied within housing to support better relationships with customers
    • How to better engage with people in the communities 

    Speakers

    Ashley Campbell Policy and Practice Manager, Chartered Institute of Housing Scotland

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    12:45 - 13:00
    Question and Discussion

     

    13:00 - 14:00
    Lunch and Networking break

     

    14:00 - 14:10
    Afternoon Chair’s Opening Remarks

     

    Speakers

    Lord Best Chair, Lords Communications Committee

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    14:10 - 14:15
    Utilising Complaints Handling to Develop Future Relationships and Ensure Satisfaction

     
    • Encouraging stronger debate within the housing sector and organisations to facilitate genuine partnership with residents
    • Enhancing tenant engagement by turning complaints into service improvements
    • Fostering tenant trust by landlords operating in a transparent way

    Speakers

    Emma Foxall Deputy Ombudsman, Housing Ombudsman

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    14:15 - 14:30
    Reviewing Complaints Services with Residents

     
    • Overview of the broad ALMO approach to reviewing complaints
    • Reviewing an example of how effective resident engagement leads to a better approach to complaints

    Speakers

    Lisa Birchall Policy, Communications and Research Officer, National Federation of ALMOs (NFA)

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    Lou Knight Involved Resident

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    14:30 - 14:45
    Joint Questions and Discussion

     

    14:45 - 15:15
    Utilising Digital Tools to Enhance Tenant Participation and Engaging with Harder to Reach Groups

     
    • Utilising available technology to modernise the working relationship, including social media, online forms and more digital tools of communication
      Supporting people in using online tools
    • Looking at innovative methods to address the challenges of reaching certain groups of people, such as elderly, those with disabilities, or minority ethnic communities
    • Ensuring their needs are met whilst also creating safe environments for them to feedback on issues
    • Adding value by giving encouragement, trust, and appreciation back to tenants

    Speakers

    Cym D'Souza

    Read profile

    Dean Ballard Head of Customer Insight, Stonewater

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    James McCarthy Director of Retirement Housing, Housing & Care 21

    Read profile

    Chris Woodhead Group Director Housing, Marketing & Business Development, Dimensions

    Read profile


    15:15 - 15:30
    Questions and Discussion

     

    15:30 - 15:35
    Chair’s Closing Remarks

     

    End

    Speakers

    Dean Ballard Head of Customer Insight, Stonewater

    Read profile

    Lord Best Chair, Lords Communications Committee

    Read profile

    Clive Betts MP Chair, Communities and Local Government Select Committee

    Read profile

    Lisa Birchall Policy, Communications and Research Officer, National Federation of ALMOs (NFA)

    Read profile

    Laura Bradley Resident Scrutiny and Involvement, Optivo

    Read profile

    Ashley Campbell Policy and Practice Manager, Chartered Institute of Housing Scotland

    Read profile

    Shane Clements Department for Communities, Northern Ireland Tenant Participation

    Read profile

    Cym D'Souza

    Read profile

    Emma Foxall Deputy Ombudsman, Housing Ombudsman

    Read profile

    Jill Haley BA FCIH Chief Executive, Byker Community Trust

    Read profile

    Mark Howarth Head Resident Engagement, London Borough of Lambeth

    Read profile

    Lou Knight Involved Resident

    Read profile

    James McCarthy Director of Retirement Housing, Housing & Care 21

    Read profile

    Jacqui McKinlay Chief Executive, Centre for Public Scrutiny

    Read profile

    Adreena Parkin-Coates B(Eng)Hons CEng FIFireE Building Safety Programme Team, National Fire Chiefs Council

    Read profile

    Pat Turnbull Representative, London Tenants Federation

    Read profile

    Lyn Vickery Visiting Fellow on Housing, London Southbank University

    Read profile

    Emily Watts Resident Engagement Officer, Cambridge City Council

    Read profile

    Chris Woodhead Group Director Housing, Marketing & Business Development, Dimensions

    Read profile


    Attending
    • Explore strategies to engage with tenants, from grassroots participation to operational and strategic decision making.
    • Learn how to engage a diverse and fairly representative panel
    • Discuss the expectations and standards for tenant involvement, including, monitoring buildings to ensure that building safety regulations are met
    • Hear from the Housing Ombudsman on how to utilise complaints handling in order to develop future relationships and ensure satisfaction.
    • Understand ways to connect with residents and harder to reach groups

    Venue details

    Central London


    Speakers
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