Panel Discussion: Raising the Bar: Navigating New Consumer Standards in Social Housing

Time & Date: 14:30-15:15, Wednesday 26th June, Insights Stage at Housing 2024

The introduction of new consumer standards by the regulator is set to transform the landscape of social housing. Landlords now face the dual challenge of aligning their service strategies with these standards while continuing to meet the regulator’s governance and viability standards.
This panel will explore whether a radical rethink is necessary to enhance efficiency and customer satisfaction of property services in social housing, addressing challenges and innovative responses for 2024 and beyond.

This discussion will focus on how landlords are integrating the Tenant Satisfaction Measures with the new consumer standards to create a unified approach to service delivery. The panel will explore strategic adjustments, the enabling role of technology, and the broader implications of ensuring tenant needs and satisfaction are at the heart of all services.

Panelists:
Ian Haworth, Housing Services Director, Sanctuary
Kathryn Fox-Rogers, Managing Director, Johnnie Johnson Housing
Ceri Theobald, Group Director Strategic Partnerships and Growth, Futures Housing
Jude McCaffrey, Assistant Director of Housing & Communities, Soha