We are proud to announce the agenda for the Customer Experience and Resident Engagement Conference on Tuesday 25 February.

8:15am

Registration opens

8:30am

Residents and staff networking coffee morning

Duration: 30 minutes

Location: Macmillan Hall

9:15am

Opening remarks from the chair

Duration: 10 minutes

Location: Beveridge Hall

Chair:

  • Alison Inman

    Alison Inman
    Tpas

9:25am

Duration: 40 minutes

Location: Beveridge Hall

Speakers:

  • Karen Doran

    Karen Doran
    Regulator of Social Housing

  • John Delahunty

    John Delahunty
    Innisfree

  • Peter Cogan

    Peter Cogan
    Watford Community Housing

Chair:

  • Alison Inman

    Alison Inman
    Tpas

10:05am

Where is the sector now on listening to resident’s voices?

Duration: 40 minutes

Location: Beveridge Hall

Speakers:

  • Kate Henderson

    Kate Henderson
    National Housing Federation

  • Sonji Nurse

    Sonji Nurse
    Hexagon Housing Association

10:45am

Networking break and meet the exhibitors

11:10am

Breakout sessions - please select one

Duration: 45 minutes

Location: Montague Room

Speakers:

  • Ailsa Dunn

    Ailsa Dunn
    Prima Group

  • Marie Porter

    Marie Porter
    MMP Consultancy UK

  • Tracey Ferguson-Black

    Tracey Ferguson-Black
    MSV Housing Group

  • Jane Morris

    Jane Morris
    Places for People

Chair:

  • Paul Woollam

    Paul Woollam
    Acis Group

Duration: 45 minutes

Location: Woburn Room

Speakers:

  • Rosie Knight

    Rosie Knight
    Orlo

  • Jack Fox

    Jack Fox
    Orlo

Chair:

  • Rachel Mackay

    Rachel Mackay
    bpha

Sponsored by:

Duration: 45 minutes

Location: Beveridge Hall

Speakers:

  • Jenny Spoor

    Jenny Spoor
    The Havebury Housing Partnership

  • Helena Ingham

    Helena Ingham

Chair:

  • Jo Allen

    Jo Allen
    National Housing Federation

Duration: 45 minutes

Location: Chancellors Hall

Speakers:

  • Chris Blackett

    Chris Blackett
    Watford Community Housing

  • Paul Harris

    Paul Harris
    Curo Group

  • Maggie Porteous

    Maggie Porteous
    Abri

Chair:

  • Deloris McIntosh

    Deloris McIntosh
    Platform Housing Group

11:55am

Changeover

12:05pm

Breakout sessions - please select one

Duration: 45 minutes

Location: Woburn Room

Speakers:

  • Victor Andrews

    Victor Andrews
    Tenant Advisory Panel

  • Valerie Oldfield

    Valerie Oldfield
    NHF Tenant Advisory Panel

Chair:

  • Ewan Fulford

    Ewan Fulford
    National Housing Federation

Duration: 45 minutes

Location: Beveridge Hall

Speakers:

  • Colette Flattery

    Colette Flattery
    Home Group

  • Pamela Newman

    Pamela Newman
    MTVH Customer Council, Customer Service Committee Resident member, G15 Residents’ Group member

  • Verity Richards

    Verity Richards
    Housing Ombudsman

Chair:

  • Alistair Smyth

    Alistair Smyth
    National Housing Federation

Enhancing customer satisfaction through the journey of experience

Duration: 45 minutes

Location: Montague Room

Speakers:

  • Francis Burrows

    Francis Burrows
    Orbit

  • James Feetham

    James Feetham
    Great Places Housing Group

  • Henrik von Bahr

    Henrik von Bahr
    Plentific

Chair:

  • Aasia Nisar

    Aasia Nisar
    Red Kite Community Housing

Sponsored by:

Duration: 45 minutes

Location: Chancellors Hall

Speakers:

  • Dr. Mercy Denedo

    Dr. Mercy Denedo
    Durham University Business School

  • Isobelle Connor

    Isobelle Connor
    London & Quadrant Housing Trust

  • Charlaine Nkum

    Charlaine Nkum
    Resident Strategy Group, Southern Housing, Royal Borough of Kensington and Chelsea.

Chair:

  • Bethan Buck

    Bethan Buck
    National Housing Federation

12:50pm

Networking lunch and meet the exhibitors

1:00pm

Duration: 30 minutes

Location: Chancellor's Hall

Speakers:

  • Deborah Toner

    Deborah Toner
    Citizens Advice

  • Sue Ramsden

    Sue Ramsden
    National Housing Federation / Thamesreach Housing

Chair:

  • Lizzie Hearn

    Lizzie Hearn
    National Housing Federation

1:40pm

Breakout sessions - please select one

Duration: 45 minutes

Location: Chancellor’s Hall

Speaker:

  • Selina White

    Selina White
    Magna Housing

Chairs:

  • Jo Allen

    Jo Allen
    National Housing Federation

  • Helen Collins

    Helen Collins
    National Housing Federation

  • Kim Long

    Kim Long
    National Housing Federation

Duration: 45 minutes

Location: Beveridge Hall

Speakers:

  • Andy Fry OBE

    Andy Fry OBE
    Tpas

  • Nick Lacey

    Nick Lacey
    Wolverhampton Homes

  • Louise Talbot

    Louise Talbot
    Wolverhampton Homes

Chair:

  • Victoria Moffett

    Victoria Moffett
    National Housing Federation

Duration: 45 minutes

Location: Woburn Room

Speakers:

  • Angela Manson

    Angela Manson
    Bromford Housing Group

  • Debra Nott

    Debra Nott
    Bromford Housing Group

  • Sky Oakes-Nash

    Sky Oakes-Nash
    Bromford Housing Group

Chair:

  • Sarah Sargent

    Sarah Sargent
    Guinness Partnerships

Duration: 45 minutes

Location: Montague Room

Speakers:

  • Laura Jamieson

    Laura Jamieson
    LeftCoast

  • Nahim Ahmed MBE

    Nahim Ahmed MBE
    Poplar Harca

Chair:

  • Aniekan Umoren

    Aniekan Umoren
    Christian Action Housing Association

2:25pm

Changeover

2:35pm

Breakout sessions - please select one

Engagement

Duration: 45 minutes

Location: Beveridge Hall

Speakers:

  • Craig Goold

    Craig Goold
    Starling Bank

  • Claire Blacka

    Claire Blacka
    Tentacles Consultancy

  • Serena Heathcote

    Serena Heathcote
    MTVH

  • Dylin

    Dylin
    Horton Housing

Chair:

  • Jahanara Rajkoomar

    Jahanara Rajkoomar
    Gateway Housing Association

Duration: 45 minutes

Location: Chancellor’s Hall

Speakers:

  • Jonathan Cox

    Jonathan Cox
    Housemark

  • Amanda Leonard

    Amanda Leonard
    PerfectStorm

Chair:

  • Lizzie Hearn

    Lizzie Hearn
    National Housing Federation

Sponsored by:

Duration: 45 minutes

Location: Montague Room

Speaker:

  • Alistair Smyth

    Alistair Smyth
    National Housing Federation

Duration: 45 minutes

Location: Woburn Room

Speakers:

  • Liane Sheppard

    Liane Sheppard
    Director of Property Services

  • Jo Barrett

    Jo Barrett
    Thrive Homes

Chair:

  • Annie Owens

    Annie Owens
    National Housing Federation

3:20pm

Networking break and meet the exhibitors

3:45pm

Duration: 40 minutes

Location: Beveridge Hall

Speakers:

  • Victoria King

    Victoria King
    Housing Ombudsman Service (HOS)

  • Margaret Dodwell

    Margaret Dodwell
    VIVID

  • Nadhia Khan

    Nadhia Khan
    Rochdale Boroughwide Housing

Chair:

  • Alison Inman

    Alison Inman
    Tpas

4:25pm

Duration: 40 minutes

Location: Beveridge Hall

Speaker:

  • Oke Eleazu

    Oke Eleazu
    Elevate Colour

Chair:

  • Alison Inman

    Alison Inman
    Tpas

4:55pm

Chair’s closing remarks and end of the conference

Duration: 10 minutes

Location: Beveridge Hall

Chair:

  • Alison Inman

    Alison Inman
    Tpas

5:05pm

End of conference