Housing Customer Insight Event

Housing Customer Insight Event

Upcoming Events


February 27, 2019 09:30-15:30

Housing Customer Insight Event


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Why attend?

Delivering results is what everyone wants from their customer research, but what does that mean in practice? We keep the event relevant to housing and present ideas and techniques for getting the most from your research project.

There will be workshops and presentations covering the challenges, and more importantly the solutions, to help you measure and improve your customers’ experience. From the impact of change and tenant satisfaction to repairs, complaints surveys and measuring ‘touchpoint’ experiences.

We’ve been particularly interested in the ‘A new deal for social housing’ Green paper published earlier this year and how we can help Housing Associations prepare for the future. 3 of the 5 underpinning principles focus on residents’ experiences and ensuring their voices are heard. We feel that customer and tenant research will play a crucial role, which is why we’ve decided to host this event.

Who should attend?

If you work in the Housing Sector and are responsible for measuring customer experience or taking action from survey results this day is a must.

Whether you’re working on STAR surveys, repairs and complaints tracking or voice of the customer research and customer journey mapping, you’ll leave the event with real examples, case studies, and practical ideas to implement within your organisation.



09:30 – 10:00

Registration (help yourself to continental breakfast, tea and coffee in the restaurant)


10:00 – 10:10

Introduction to the day

Chris Elliott

10:10 – 11:00

Change and its impact on customer satisfaction
A workshop focussing on the challenges faced by housing associations and their tenants arising from the introduction of change.

Andy Butler

11:00 - 11:15

Involving tenants in the satisfaction process
This short session covers ways in which tenants can be included and consulted in the process of measuring satisfaction and taking action.

Vicki Harris

11:15 - 11:35

Morning coffee break


11:35 – 12:15

Bringing the repairs service in-house
Vicky will talk about how bringing the repairs service in-house has led to increased satisfaction with the repairs service. She will talk you through how Clarion did this and some of the challenges that they had on the way.

Vicky Bonner, Director of Housing at Clarion Housing Association

12:15 – 13:00

Lunch (two course lunch in the venue's restaurant)


13:00 – 13:40

Effectively measuring 'touchpoint experiences
Rachel explains how customer experience modelling can measure your customers' experience, and gather information around organisational efficiency at the same time. She will also touch on some of the pitfalls of repairs tracking and how it doesn't always tell the whole story.

Rachel Allen

13:40 – 14:00

Afternoon coffee break


14:00 - 14:40

Housing Associations and the digital revolution
The housing sector is keen to have a digital strategy but in our experience, housing associations are unclear about what this should look like. Stephen will share some of the digital statistics gathered by TLF Research, drawing out the context, and implications for the housing sector.

Stephen Hampshire

14:40 - 15:20

Why problem and complaint handling will never go out of fashion
Chris will outline best practice in problem and complaint handling in the housing sector. Focussing on where housing associations sometimes get it wrong, despite their best intentions.

Chris Elliott

15:20 – 15:30

Q&A and Close


etc Venues London
Prospero House
241 Borough High Street

01484 517575
Taylor Hill Mill, Huddersfield HD4 6JA
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