Monday 19 January 2015

Tuesday 20 January 2015

09:00

Registration

10:15

Plenary 1: Customer service through innovation and leadership

In this changing society, where customers have increasingly strong voices through social media and access to technology, organisations are having to adapt and change. The successful ones are those that focus heavily on customer experience. Through case studies and stories we will discover what these successful organisations are doing to stand out and learn the things you can do to bring it alive for your organisation. Included within this will be the story of how Best Western transformed for a crumbly old organisation into the leader in its sector.

You will gain great insight and inspiration from organisations from different sectors and learn ways in which you can make this happen in your organisation

Speakers:

Tim Wade , Customer Experience and Brand Consultant, Smith+Co

11:30

Workshop 1: sessions

1a: Safety – Compliance v Culture

Speakers

Tony Leach , Safety, Health, Environment, & Quality Director, Keepmoat

1b: Bite size customer service

Speakers

Neil Watts , NHMF Management Team Chair | Group Director of Asset Compliance & Building Safety | Property Services, Peabody

Shaun Aldis , Chief Executive, Wolverhampton Homes

Leeann Vincent , Assistant Director, Asset Management, Northern Ireland Housing Executive

1c: Delivering value for money with Price per Property

Speakers

Jason Holder , Head of Property Maintenance, Bromford Group

Alex Dixon , Director of Asset Management, Bromford Group

1d: More for less: How 'better' retrofit can mitigate the loss of funding streams

Speakers

Richard Griffiths, , Parity Projects

1e: What is the impact for maintenance of the HCA regulatory framework?

Speakers

Baljit Basra , Partner

12:45

Lunch

13:30

Plenary 2: An ambition to deliver

Speakers:

Ruth Davison , Director of Policy and External Affairs

14:15

Workshop 2: sessions

2a: Regulatory compliance whilst saving money- Primary Authority and Housing

Speakers

Adrian Hall , Senior Policy Analyst, Better Regulation Delivery Office

Paul Fitzgerald , Unlawful and Environmental Developments Manager, Oxford City Council

2b: Adapting to change and service approach in the 21st Century

Speakers

Paul Malone , Director, Moving Soon

John Mycock , Assistant Director of Housing Services, Magenta Living

2c: EU procurement: Practical preparations for the new Regulations

Speakers

Andrew Millross , Consultant, Anthony Collins Solicitors LLP

2d: Energy supply in social housing- making it stack up for customers and providers

Speakers

Nicholas Doyle , Director, Chirpy Heat

Arnout Andrews , Director, Adecoe

2e: Raising the standard of my stock and talking to your finance director

Speakers

Tim Jackson , Director of Resources, Golding Homes Ltd

Jon Cross , Managing Director, Essenjay Associates

15:15

Refreshments

15:45

Plenary 3: What is compliance and why is it important?

Even large, well organised registered providers have been publicly caught unawares by the consequences of non-compliance. Gaps in a risk management regime are damaging when unexpectedly brought to light by regulators, contractors, staff or residents.

· What should ‘compliance’ cover exactly?

· What guidance is there to help assess the risk?

· What is the role of the Health and Safety Executive (HSE)?

· What are the consequences of non-compliance?

· What is the future direction of regulation?

Juggling limited time/resources against conflicting risk priorities can present a challenge. This plenary will help rehearse these issues directly with an experienced practitioner and a senior representative of the HSE.

Speakers:

Janet Francis , Principal Inspector, Operational Strategy Division, Health & Safety Executive

Julian Ransom , NHMF Management Team | Director, iON Consultants