Event Agenda

09:00 Registration

Registration from 09:00 with tea, coffee and biscuits.

09.30 Welcome and introduction

The Regulator of Social Housing’s increased focus on consumer standards, makes now the ideal time to consider a Customer Closeness programme. TLF Research managing director Jude Nottingham, will set the scene for the morning, introducing Customer Closeness and how it can bring the customer out of the data for more influence in decision making.

09.40 What is Customer Closeness?

Customer closeness isn’t just another scrutiny panel or research project. Whilst it adopts many of the principles of good qualitative research, the role of the ‘researcher’ is often carried out by you, with help and guidance from a trained facilitator to get the most out of the opportunity.

10.15 Examples of Customer Closeness Tools

We'll give you an overview of the range of tools available and how to incorporate them into your programme.

• Shadowing customers

• Undercover customer

• Customer shadow or In Home Customer Videos

• Online Community Evenings

• Customer in the boardroom

• Enhanced customer journey mapping

• Collaborative workshops

11.00 Break

Tea, coffee and biscuits.

11.15 Housing Topics for Customer Closeness

Customer Closeness is perfect for providing rich insight into a range of topics, here we'll cover some housing examples.

• Shared Owner highs and lows

• Communicating planned maintenance

• Collaboration to manage ASB together

• Service Charge transparency

• Vulnerability (Social, Financial and Physical)

• Policy design

12.00 Roundtable Discussion: The building blocks of a Customer Closeness programmes

Delegates will be split into groups for a 45 minute roundtable session to discuss the key elements of Customer Closeness.

12.45 Lunch and networking

Sandwich buffet and networking opportunities

14:00 Close