Customer Experience and Resident Engagement 2024 | National Housing Federation | 28 February 2024 | America Square Conference Centre, 17 One Crosswall, America Square, London EC3N 2LB, UK

Join us in navigating strategic changes and regulation together with residents. If you work on customer service, resident engagement, housing or property management, or meeting regulatory requirements, this conference is for you.

The last few years have seen a lot of change for resident engagement and customer experience in social housing – housing associations have been leading their own proactive strategies, many have signed up to the Together with Tenants charter, the sector is working through recommendations from the Better Social Housing Review, and we’re on the cusp of significant regulatory change through the Social Housing Regulation Act.

Supported by the Tenant Advisory Panel for Together with Tenants, this will be our most customer-focused conference to date. We’re partnering with resident groups and TPAS to put on a conference that has tenants at its heart. From shaping the content, to speaking on panels, and attending in person, this resident-focused conference will ensure your teams establish meaningful resident engagement in decision making. We’ll have speakers from the key stakeholders, case studies from customer professionals outside our sector, and a series of carefully curated roundtables focused on giving you new insights and space to talk through any challenges your organisation might be facing. No matter where you are on your journey with residents, this conference will ensure you take the right next step.

This new conference will provide focused content for the following key housing roles:
• Customer services/engagement
• Housing/property management
• Operations/asset/repairs
• Customer data/intelligence/customer journey
• Relationship/neighbourhood/community

2024 Speakers

CHAIRS:

Patrick Merton-Jones
External Affairs Manager, National Housing Federation

Peju Fabunmi
Board Member, Greenoak

Kate Henderson
Chief Executive, National Housing Federation

John Giesen
Chair, Tpas

Aasia Nisar
Head of Resident and Community Engagement, Red Kite Community Housing

Evelyn Williams
Policy Officer, National Housing Federation

Jo Barrett
Executive Director of Operations, Thrive Homes

Jonathan Cowie
Chief Executive, Plymouth Community Homes

Sarah Finnegan
Head of Policy, National Housing Federation

Sarah Sargent
Director of Housing and Neighbourhoods, Guinness Partnerships

Jo Allen
Head of Member Relations, National Housing Federation

SPEAKERS:

Ruhena Ahmed
Deputy Director for the Social Housing Quality Programme, Department of Levelling Up Housing and Communities

Roseann Ayton
Resident Board Member, Hexagon

Samia Badani
CEO and Founder, The SPACE Hub

Peter Baffoe
Resident Board Member, Peabody

Andrea Baker
Director of Housing and Corporate Services, Poplar Harca

Michelle Baker
Board Member and Chair of the Customer Influence Committee, Eastlight Community Homes

Pam Bhamra
Director of Resident Services, Origin Housing Housing Association

Nicole Bickerdyke
Policy Advisor for Social Housing Redress, Department of Levelling Up Housing and Communities

Richard Blakeway
Housing Ombudsman

Jenny Brown
Chair, Longhurst

Catherine Cole
Director of Housing and Communities, Community Housing

Joshua Desbottes
Consumer Regulation Team Leader – Social Housing Regulation Team, Social Housing Directorate, DLUHC

Rachel Dickinson
Project Manager, Barnsley Metropolitan Borough Council

Kate Dodsworth
Chief of Regulatory Engagement, Regulator of Social Housing

Tom Durham
Strategic Communications Manager, Department of Levelling Up Housing and Communities

Clare Enston
Deputy Director of Insight and Voice, NHS England

Detective Superintendent Andy Farrell
PIP 3 SOC SIO SOC Local Programme Lead, NPCC SOC Portfolio Office

Angela Gascoigne
Chief Executive, SHAL Housing

John Ghader
Chief Executive, Prima Group

Tracey Gore
Chief Executive, Steve Biko Housing Association

Vicky Green
Head of Inclusion and Organisational Culture, WHG

Rachel Harrington
Regional Place Manager East, Orbit Group

Paul Harris
Executive Director Customer Experience, Curo HA

Kathleen Harris-Leighton
Board Member, PA Housing

Nusheen Hussein
Executive Director of Customer and Communities, Home Group

Alison Inman
Board Member, Saffron Housing

Jo Jackson
Resident Engagement Officer, Eastlight Community Homes

Kai Jackson
Chair of Residents Scrutiny Voice Panel, Black Country Housing Group

Victoria King
Sector Learning and Development Lead, Housing Ombudsman Service (HOS)

Anita Leech
Chair Customer Voice Board, Prima Group

Amanda Leonard
Associate Director, Prodo

Angela Lockwood
Chief Executive, North Star Housing

Steve MacKenzie
Resident, Yorkshire Housing

Laura Magezi
Policy Leader, National Housing Federation

Jamie Martin
Head of Community Regeneration, Magenta Living

Jess Mullins
Head of Member Relations, National Housing Federation

Pamela Newman
Chair, MTVH Customer Council

Jenny Osborne
Chief Executive, Tpas

Deborah Owen-Ellis Clark
Group Director Customer Experience, Places for People

Jack Packman
Regional Place Manager South, Orbit Group

Dave Smith
Head of Resident and Community Engagement, Eastlight Community Homes

Jenny Spoor
Director of Operations, The Havebury Housing Partnership

Andy Sturgess
National Specification Manager, Aico

David Tai
Head Of Operations, Crosby Housing Association

Nasrat Tania
Member, JRF Stigma Free Futures Design Team

Paul Woollam
Director for Customer Excellence, Acis Group

Joy Worrell
Resident Inspector, Hexagon

2024 Sponsors and Partner

SPONSORS:
• Aico
• Prodo

PARTNER:
• Housemark