1. Day 1
  2. Day 2
  1. 09:00 - 09:50 (50 minutes)

    Registration and exhibition opens

  2. 09:50 - 10:00 (10 minutes)

    Chair’s opening remarks

  3. 10:00 - 11:00 (1 hour)

    Data-driven decision-making – releasing the power of information

    Stephen Russell, Director of Performance Analytics and Insight, HouseMark
    Chris Lees, Workplace Strategist and Entrepreneur, Serendipity29
    Dr Rob Wray, Deputy Chief Executive, HACT

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    • Knowledge is power.
    • Learning how global businesses use insight and intelligence to better understand their customers and drive growth.
    • Developing an information-enabled strategy that improves decision-making and performance.
    • Using predictive analytics in property and real estate.
    • Exploring how the best housing providers are using insight to tailor services and improve value.
  4. 11:00 - 11:30 (30 minutes)

    Refreshments and networking

  5. 11:30 - 12:15 (45 minutes)

    Breakout sessions

    • 11:30 - 12:15 (45 minutes)

      S23: Leading culture change

      Achieving culture change

      David Done

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      • Identifying the characteristics of transformational leaders.
      • Creating a clear leadership vision.
      • Leading from the front – the power of visibility.
      • Developing line managers for an evolving culture.
    • 11:30 - 12:15 (45 minutes)

      S24: Innovation in tenant and customer engagement and communication

      Customer centred transformation

      John Giesen

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      • Tailoring messages to different audiences with diverse needs.
      • Supporting the development of a strong tenant voice.
      • New models of tenant governance and building management.
    • 11:30 - 12:15 (45 minutes)

      S25: Realising the transformative potential of merger

      Overcoming the HR and OD challenges

      Austen Reid, Amanda Leonard

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      • How to bring together two cultures successfully.
      • Using merger to deliver greater value for money.
      • Merging and transforming in tandem.
    • 11:30 - 12:15 (45 minutes)

      S27: Adapting your culture to match your new business model

      New operating models

      Anne Chapman, Neil Perrins

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      • Explaining the rationale for change and managing the narrative.
      • Stressing continuity, developing a vision for the new business model linked to the existing values of the business.
      • Empowering staff to live the new values.
      • Taking a new approach to business planning.
  6. 12:15 - 13:00 (45 minutes)

    Breakout sessions

    • 12:15 - 13:00 (45 minutes)

      S29: Exploring the opportunities in automation and artificial intelligence

      Digital transformation

      David Levenson

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      • AI and the workplace – what will housing look like in future?
      • Robots and automation in construction.
      • Using AI to transform housing management, create value for money and deliver meaningful services for your customers.
    • 12:15 - 13:00 (45 minutes)

      S30: Leadership and teamworking for flourishing housing association culture

      Achieving culture change

      Michael West

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      • What is culture and why is it so important?
      • Why is culture so resistant to change?
      • Mechanisms to measure your culture.
      • Proven techniques for driving culture change.
    • 12:15 - 13:00 (45 minutes)

      S31: Transforming a repairs service through different methods

      Customer-centred transformation

      Guy Cresswell

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      • Just in time materials supply.
      • Right first time focus.
      • Data, systems, and the right people.
    • 12:15 - 13:00 (45 minutes)

      S32: People powered transformation

      Overcoming the HR and OD challenges

      Nicola Hope, Darren Sanderson-Turner

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      • Sharing a successful approach to whole organisation change.
      • Recognising that unless you bring staff with you efficiencies will not be sustainable.
      • Using data to track progress and make it visible to staff.
      • Ensuring change continues once the transformation programme is over.
    • 12:15 - 13:00 (45 minutes)

      S34: Service redesign in housing

      New operating models

      Ella Walding

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      • An introduction to service redesign principles and methodologies.
      • Applying the lessons of service redesign to customer service redesign in housing.
      • Involving tenants in service redesign.
  7. 13:00 - 14:00 (1 hour)

    Lunch and networking


  8. 14:00 - 14:45 (45 minutes)

    Breakout sessions

    • 14:00 - 14:45 (45 minutes)

      S36: Data and analytics in housing

      Digital transformation

      Arturo Dell

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      • Eliminating the barriers using big data in housing.
      • Creating a common data standard.
      • Strategies to ensure your data is accurate, available and secure.
      • Planning for the impact of GDPR.
    • 14:00 - 14:45 (45 minutes)

      S28: Adopting strategies to make you ‘fit for change’

      Achieving culture change

      Steve Lyon

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      • Examining drivers for change:
        • consolidation
        • changing demographic
        • advances in technology
      • Approaches for efficiently managing change.
    • 14:00 - 14:45 (45 minutes)

      S38: Developing a new relationship with tenants and customers

      Customer-centred transformation

      Dr Rob Wray, Elspeth Mackenzie

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      • Beyond paternalism – giving responsibility and ownership to tenants.
      • Changing the way you respond to complaints.
      • Responding to competition and choice.
      • New approaches to customer retention.
    • 14:00 - 14:45 (45 minutes)

      S39: Successful recruitment in a transforming sector

      Overcoming the HR and OD challenges

      Fraser Chapman, Olivia Harris

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      • Get on top of current and future recruitment trends that will affect your ability to attract and recruit the top candidates

      • What changes could you make to your recruitment strategy tomorrow for immediate results?

      • What does the future of recruitment hold and how can we best prepare ourselves?

      • See how Hackney Homes adopted a new approach to make 19 appointments to challenging roles

    • 14:00 - 14:45 (45 minutes)

      S41: Tailoring your service offer to the needs of customers

      New operating models

      Howard Dawson

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      • Recognising the differences in your customers.
      • Developing a flexible service offering for different groups.
      • Using insight to predict and match your offer to each customer.
      • Building new services around the needs of communities you serve.
  9. 14:45 - 15:15 (30 minutes)

    Refreshments and networking

  10. 15:15 - 16:15 (1 hour)

    Creating a bold vision of the future

    Mark Stevenson, Author, An Optimist’s Tour of the Future
    James Green, Futures Programme Director, National Housing Federation

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    • Utopia or dystopia – what does the future hold?
    • Hot from the Greenhouse – sharing outcomes so far from the National Housing Federation’s Futures programme
    • Looking 10 years into the future – how should housing be preparing?
  11. 16:15 - 16:15 (1 day)

    Close of conference