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Capita’s 13th National Conference
Tenant Engagement Tuesday 12th February 2013 – Central London Chair: Michelle Reid, Chief Executive Tenant Participation Advisory Service (TPAS) Speakers Include: Helen Megarry Deputy Housing Ombudsman Housing Ombudsman Service Jo Robinson Director of Co-Regulation AmicusHorizon Jane Samuels Service Improvement and Quality Manager Southampton City Council Andrew Powell Involvement and Locality Partnerships Manger Aspire Group Julie Nelson-Hall Community and Partnership Engagement Manager Trafford Housing Trust Stuart Long Service Development Manager South Essex Homes Nina Peters Performance Manager Helena Partnerships Richard Tomlinson Head of Local Government Experian
Contributors
Tenant Engagement Tuesday 12th February 2013 – Central London About the Event Capita’s 13th National Tenant Engagement Conference drives forward the localism agenda by providing you with the local best practice on how to implement effective tenant scrutiny structures, increase satisfaction, realise the business case for resident involvement and communicate with hard to reach tenants. As governing bodies seek to delegate regulatory responsibility to a local level, hear from expert practitioners on how to maintain high levels of service delivery within the new framework. Take this valuable opportunity to hear from the Housing Ombudsman Service on developing your complaints procedure in light of the recent consultation and cement best practice in your organisation to reduce costly escalation. Hear speakers address key topics including: • Recruiting residents to tenant panels, training and ensuring consistency with turnover of participants • Communicating with tenants about welfare reform changes and improving financial inclusion • Using social media to connect with communities and hard to reach groups • Engaging with young people to promote community cohesion Attend this national event to benchmark your organisation against recognised best practice and take away transferrable learning that will promote improvement in your resident involvement and tenant participation strategies.
Benefits of Attending • Hear from a local authority on building the business case for resident involvement • Understand how to set up tenant panels that include the right balance of residents and required skills • Examine ways to implement effective complaints processes and how to successfully resolve incidents at a local level
Who Should Attend • Take away expert guidance on youth engagement strategies that promote employment and education as well as increasing involvement in service delivery • Investigate how to adapt your communication strategies to engage with hard to reach communities
• Gain insight from an acclaimed housing association on developing an engagement strategy that effectively communicates the welfare reform changes to tenants • Learn how to optimise social media to engage with all tenants and inform future service design
Representatives from Housing Providers, Local Authorities, Tenant-Led Organisations and Voluntary Services including: • Senior Management and Housing Strategy Teams • Tenant Participation Teams • Community Development Teams • Resident Involvement Teams • Community Investment and Involvement Teams • Customer Service Teams • Scrutiny and Co-Regulation Teams • Operations Teams • Performance and Planning Teams • Tenant and Resident Groups • Tenant Panel Members • Tenant Management Organisations
Forthcoming Events
Sponsorship and Exhibition Opportunities
Sheltered Housing – Wednesday 5th December – Central London
We offer a range of flexible packages which offer your organisation a platform to network and communicate with key organisations in the public sector.
Reforming Housing Benefit – Tuesday 11th December – Central London Housing Reform Wales – Monday 21st January – Cardiff
www.capitaconferences.co.uk
For further information please contact Matt Turton on 0207 960 7717 or email
[email protected]
Programme 09.20 Registration Tea and Coffee
12.30 Questions and Discussion
09.50 Chair's Opening Remarks Michelle Reid, Chief Executive, TPAS
12.45 Networking Lunch
Opening Address 10.00 Building the Business Case for Tenant Engagement • Defining the outcomes and demonstrating the impact • Demonstrating the impact of involving tenants • Highlighting the efficiency savings • Realising the benefit of reducing anti-social behaviour (ASB) Jane Samuels, Service Improvement and Quality Manager Environment and Economy Directorate Southampton City Council
13.45 Mitigating the Challenges of Welfare Reform • Developing effective communication strategies to inform tenants of changes • Expanding financial inclusion to prepare tenants for direct payments • Protecting against the dangers of doorstop lending • Using tenants' communication skills to make information more accessible Andrew Powell Involvement and Locality Partnerships Manager Aspire Group
10.20 Implementing and Sustaining Tenant Panels, Scrutiny and Co-Regulation • Ensuring successful recruitment by clearly defining the skills and competencies required • Effective strategies for encouraging participation and managing the turnover of membership to the panel • Training panel members in the national standards and up-skilling them to meet the requirements of the role • Budgeting for the panel and the training required Jo Robinson, Director of Co-Regulation, AmicusHorizon
14.05 Communicating with Tenants through Social Media • Promoting resident engagement and breaking down the barriers to involvement for dispersed tenants • Developing new media in order to engage with young people and increase your following • Using social media to influence service delivery Julie Nelson-Hall Community and Partnership Engagement Manager Trafford Housing Trust
10.40 Session Questions and Discussion
14.25 Session Questions and Discussion 14.30 Networking Tea and Coffee Break
10.50 Using Data and Insight to Understand Your Tenants to Improve Satisfaction and Serve More Efficiently • Identify customer characteristics, needs and service requirements • Enable channel shift • Improve rent collection rates and tackle fraud Richard Tomlinson Head of Local Government, Experian 11.10 Questions and Discussion 11.20 Networking Tea and Coffee Break 11.50 Transforming Complaints Handling in Light of the Localism Act: Response to the Consultation • The deployment of tenants in complaints handling • Creating Designated Persons to consider complaints locally • Extending the jurisdiction to include Local Authority Landlords Helen Megarry, Deputy Housing Ombudsman Housing Ombudsman Service 12.10 Developing Tenants’ Involvement in Complaints Handling • Encouraging the deployment of tenants in complaints handling to increase local resolution • Highlighting complaints as a key business priority • Increasing customer satisfaction with successful handling and resolution processes Nina Peters, Performance Manager, Helena Partnerships
Impacting Positively on the Community 14.50 Developing a Positive, Proactive Youth Engagement Strategy • Creating the business case for youth engagement to fund activities • Promoting training for young people to increase employment and education • Raising young people’s involvement in service delivery • Implementing projects that empower young people to make a difference in their communities Twilight Bey Youth Engagement Manager Catalyst Gateway part of Catalyst Housing 15.10 Increasing Equality and Diversity in Resident Involvement and Supporting Vulnerable Groups • Working with local communities to address barriers to involvement • Demonstrating the business case for equality • Adapting engagement strategies for specific communities Stuart Long Service Development Manager South Essex Homes South Essex Homes were the first to be judged 'excellent' in the Equality Framework for Social Housing 15.30 Questions and Discussion 15.40 Chair’s Closing Remarks and Close of Conference
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Booking Form Tenant Engagement Tuesday 12th February 2013 – Central London
FAX your completed form to 0870 165 8989
ONLINE www.capitaconferences.co.uk
POST your completed form to: Capita Conferences Administration, Ground Floor, 17-19 Rochester Row, London, SW1P 1LA
Book a 3rd delegate @ 1/2 price This offer may not be used in conjunction with other discounts
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[email protected] Payment details Public Sector and Housing Associations @ £350.00 plus VAT No. of delegates Private Sector @ £545.00 plus VAT No. of delegates *Concessionary Discount @ £225.00 plus VAT No. of delegates *Discounts cannot be combined Charities registered with the Charity Commission, Tenant Groups, Patient Groups and Older People's Forums are eligible for this discount.
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