6th Annual Tenant Panel and Scrutiny Conference – new ways to think about resident scrutiny and involvement in light of government housing policies

Whether you are a resident involved in scrutinising services, service standards, policy, and performance, or customer research – this conference is for you!

This year we are moving south from York Racecourse by popular demand, to enable greater accessibility.

It’s all change at Downing Street. Our newly formed government has not yet made its announcements on housing, but said it is a priority.

This years’ annual conference, is timed to follow the government announcement in the Autumn Comprehensive Spending Review on housing and welfare matters. We will hear from those who have been involved in influencing policies and their verdict on impact of the latest announcements on residents and landlords.

Resident involvement is undergoing change too. We will hear from those who have been through that change, what they did and what they achieved, despite reduced involvement resources.

There is also a pattern of mergers and some demergers in the sector – we will be discussing how residents engage in those major changes, what is required, what is good practice and what landlords and resident are doing in respect of consultation on major changes.

Complaint reporting is up. There are pressures on the Housing Ombudsman to hear more and more complaints. How are Designated Resident Panels working and what have they managed to achieve on last stage complaints, but also in preventing the escalation of complaints by helping landlords to understand lessons learned, and to scrutinise complaints performance.

Our keynote speaker is Rob Warm, Head of Member Relations at the NHF. Rob will cover:

• new and planned government policies on housing in the November Comprehensive Spending Review and the impact of Brexit
• the impact of these policies on housing organisations and their customers

Workshops will be led by an involvement officer and a resident:

• We will hear from residents and landlords who are achieving great things in scrutiny, inspection and overarching residents committees
• We will hear from residents and landlords involved in scrutinising major changes, like merger and demerger activity
• We will hear from residents and landlords who are changing their approaches to resident engagement, we will hear from those who are well into implementing that change and hear from them and how this has aligned involvement to business objectives.
• We will hear excellence from residents and landlords and hear the different approaches adopted for meeting regulatory requirements to engage residents in scrutinising service standards, policies, performance, local offers and value for money)
• We will debate forthcoming housing policies and resident influence to new policies which have been enacted but are being still being developed by government – like the voluntary right to buy, pay to stay and fixed term tenure.
• We will hear from those residents and landlords who have developed their own customer insight, from calls to offices, from surveys and from social media and are using this to support customer panels on scrutiny, inspection and engagement.
• We will hear from those who have active compliant panels and how these are scrutinising performance and lessons learnt to enable service improvement
• We will be hearing from those who have embraced digital technology as an aid to scrutiny and inspection activity.

Book your place

Please note: All prices are exclusive of VAT.