Key Points
  • Find out how colleagues are adapting services and support in response to the COVID-19 crisis
  • Embedding the tenant's voice in your strategy to ensure services are co designed around their needs and values
  • Successful approaches to attract hard to reach audiences through diversifying engagement opportunities, effective communication strategies and innovative digital platforms
  • Find out how to empower tenants and build long lasting positive partnerships
  • Updates and guidelines on Building Safer Futures regulations, and its implications for tenants to co design a joint approach for compliance
  • Click Here to Secure your Place


Overview
Expert Speakers

  • Eamon McGoldrick, Managing Director, National Federation of ALMOS
  • Aasia Nisar, Engagement and Scrutiny Manager, Sovereign
  • Sharron Webster, Partner, Trowers and Hamlins
  • Jane Hobbs, Senior Compliance Business Partner, Thirteen Group
  • Caroline Lamprey, Involvement and Communications Manager, Blackpool Coastal Housing
  • Cath Murray-Howard, COO, Torus
  • Janet Calland, Regional Director, Torus
  • Steve Hayes, Head of Communications, Citizen Housing
  • Sharon Cresswell, Costumer Experience Manager, Live West
  • Claire Blacka, Head of Costumer Engagement, Home Group

    Join Westminster Insight’s Effective Tenant and Community Engagement Forum to hear from award winning organisations who are empowering their tenants and residents and involving them in their strategies and services in an impactful way. Sessions will explore how you can embed the tenant’s voice at different levels, from the grassroots all the way up to the boardroom.

    Find out how colleagues are adapting services and support in response to the COVID-19 crisis. Gain insights from best practices implemented by ALMOs, Housing Associations and Councils to design cost effective and maximising strategies to reach all of your tenants and residents.

    You will learn from different case studies on how to attract and engage the silent majority and hard to reach audiences through innovative platforms and targeted projects including Torus Talk and Citizen Housing.

    Hear the insights from Live West New Homes, an Early Adopter from the Together with Tenants Programme on how to create stronger and positive relationships with tenants. Review the updates on safety regulations from Building Safer Futures and the avenues to comply with co regulation, scrutiny and transparency.

    Don’t miss this opportunity to hear various approaches to involving residents whilst creating long lasting social capital that will allow you to design and deliver improved services, built around their needs and values.


Agenda
Start

09:00 - 09:10
Chair's Opening Remarks: Empowering Tenants in Uncertain Times - Challenges and Opportunities for Positive Change

 

Speakers

Eamon McGoldrick Managing Director, National Federation of ALMOS

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09:10 - 09:30
Customer Engagement During a Pandemic Lockdown – How We’re Keeping Engagement on Track

 
  • Our approach to customer engagement
  • Effective digital communication
  • Lessons learned
  • Covid Survey – best practice tips and impact 
  • Customer perspective
9:30-9:40 Questions and Discussion

Speakers

Claire Blacka Head of Customer Engagement, Home Group

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09:40 - 10:20
Developing Inclusive and Accessible Digital Engagement Strategies for Tenants

 
  • Evaluating the scope and reach of digital participation to involve the silent majority
  • Providing training and skills to create digitally confident audiences
  • Tailoring communication strategies for specific audiences to achieve greater participation rates
  • Utilising available technology to modernise the working relationship, including social media, online forms and more digital channels of communication
    Addressing the challenges of reaching the elderly, those with disabilities, or minority ethnic communities
10:20- 10:30 Questions and Discussion

Speakers

Janet Calland Regional Director, Torus

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Catherine Murray-Howard Chief Operating Officer, Torus

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Steve Hayes Head of Communications, Citizen Housing

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10:30 - 10:50
New Commitments from Building Safer Futures Regulations and Outlook to Co Regulation Strategies

 
  • Reviewing safety compliance standards and implications from the Future Home Standards Consultation
  • Exploring guidelines for duty holders and accountable managers for greater transparency of information and partnership with residents
  • Exploring the lessons from early adopters of Building Safer Futures
  • Creating empowering strategies to improve residents’ voices in building safety and repairs
10:50-11:00 Questions and Discussion

11:00 - 11:20
Intermission

 

11:20 - 11:50
Panel Session: Sharing Best Practice from Successful Tenant Participation Projects

 
  • Co designing an engagement strategy that involves tenants in the governance structure
  • Analysing the drivers and barriers to tenant participation to explore nudges in the right direction
  • Enforcing effective engagement for complaint handling to create positive relationships and higher satisfaction
  • Utilising data to improve effective engagement and complaint handling
  • Learning best practices from award winning pathfinders

Speakers

Caroline Lamprey Involvement and Communications Manager, Blackpool Coastal Housing

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Jane Hobbs Senior Compliance Business Partner - Co-Regulation, Thirteen Group

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11:50 - 12:05
Value for Money: Measuring the Benefits of Tenant Participation

 
  • Maximising resource allocation to create truly engaging projects
  • Impact assessment for a successful engagement strategy
  • Exploring the future of regulation and participation for better service performance
  • Evidence on latest research and customer insights

Speakers

Aasia Nisar Head of Resident Engagement, Sovereign

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12:05 - 12:20
Case Study: Together with Tenants Lessons for Diversifying Engagement

 
  • Exploring skills training examples as an avenue to democratise participation
  • Exploring hybrid models to maximise tenant engagement
  • Reviewing experiences from Live West an Early Adopter of Together With Tenants


Speakers

Sharon Cresswell Customer Experience Manager, Live West

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12:20 - 12:30
Chair's Closing Remarks

 

Speakers

Eamon McGoldrick Managing Director, National Federation of ALMOS

Read profile


End

Speakers

Claire Blacka Head of Customer Engagement, Home Group

Read profile

Janet Calland Regional Director, Torus

Read profile

Sharon Cresswell Customer Experience Manager, Live West

Read profile

Steve Hayes Head of Communications, Citizen Housing

Read profile

Jane Hobbs Senior Compliance Business Partner - Co-Regulation, Thirteen Group

Read profile

Caroline Lamprey Involvement and Communications Manager, Blackpool Coastal Housing

Read profile

Eamon McGoldrick Managing Director, National Federation of ALMOS

Read profile

Catherine Murray-Howard Chief Operating Officer, Torus

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Aasia Nisar Head of Resident Engagement, Sovereign

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Sharron Webster Partner, Trowers and Hamlins

Read profile


Venue details

Streamed Live 9:00 - 12:30 (BST)


Speakers
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