Customer Closeness In Housing - Senior Leadership Event 13/07/23

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Customer Closeness In Housing - Senior Leadership Event 13/07/23

A Customer Closeness programme will provide richer and deeper qualitative insights for the senior leadership team to develop stronger emotional connections with customers, making the lens of the customer easier to adopt for service design and policy making.

Join us on this morning event for senior leadership in housing on Thursday 13/07/23. You'll learn all about how Customer Closeness can benefit your organisation and get the chance to network with other senior leaders from the housing sector.

Further information about the event and the agenda can be found below. Book your place now.

Tell us about you

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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

The Date

This morning event will take place on Thursday 13th July 2023.

The Venue

HOME Manchester

2 Tony Wilson Place


M15 4FN

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HOME offers a unique combination of high quality meeting spaces, exciting cultural experiences and a great atmosphere, making it an inspiring location for a wide range of events.

Situated on the 2nd floor with floor to ceiling windows overlooking Tony Wilson Place, the Home event space is the ideal venue for our Customer Closeness event. For more information about the venuw and how to get there, please visit the venue's website here.

How to Book

This event is £250 (ex VAT) per delegate.

Book your place now by completing the delegate details above and adding the conference to your basket (you will need to add in the delegate details before you can add to basket).

Research For Housing

TLF Research have been developing housing research programmes for over 20 years and work with some of the UK's largest housing associations (and some amazing smaller ones too!). We're proud of our work with the housing sector and happy to play our part helping our clients deliver a first-rate service to their residents. Find out out more about our housing research services

Find Out More

Get in touch

Get in touch if you would like to find out more about this event or speak to a member of our team about booking your place.