Sector-leading organisations and subject matter experts from across the UK share with us their insight and real-world experiences.
09.00 – Registration & Refreshments
10.00 – Chair’s Opening Remarks
Colin Sales, 3C Consultants
Colin is the Managing Director of 3C Consultants – one of the largest specialist providers of ICT consultancy to the social housing sector. Colin’s previous business, which floated on the London Stock Exchange, was able to scale in size dramatically by introducing innovative technology and he regularly speaks on how such innovation could be utilised within the social housing sector.
10.10 – Alexa, can I talk to my housing association?
Richard Harvey, Housing Solutions
Richard has been with Housing Solutions for over 16 years and now leads the Digital & Information Services team in the organisation. Housing Solutions are now the first organisation in UK Social Housing that have started to utilise Amazon Alexa with their tenants to grow their customer self service offering.
10.40 – Your digital services – designed with people, for people
Camilla Busbridge, Active Housing
Camilla has worked in the user experience world for the past 5 years and for the last two years as Lead UX Researcher and Designer at Hallnet/Active Housing. She’s gained experience across three countries; the Netherlands, New Zealand and the UK. In her talk she’ll be focussing on different ways to interact and develop great relationships with your customers.
11:10 – Break & Refreshments
11:30 – Optivo & Firmstep: Automated Online Housing Services
Ryan Ward & Asim Ali, Optivo & Firmstep
Ryan is the Head of Lettings at Optivo, a 44,000 home organisation, and has worked within housing for 16 years. Asim looks after Firmstep customers in the south east and has over fifteen years of experience of assisting clients with self-service. The pair will be discussing Optivo’s self-service journey, and how they utilised Firmstep and other technologies.
12.00 – Using digital communication channels to drive self-serve behaviour
Oli Price-Bates, LiveWest
Livewest have recently launched their brand new website as well as grown their social media following to over 10,000 people, using social media channels such as Facebook to communicate with their tenants. As the leader of this project as well as a part-time digital marketing consultant, Oli will be talking about how housing associations can make the most of their website and social media channels to promote self service among tenants.
12.30 – The Story of AWS and how Amazon powers our Digital Economy
Chris Masey, Amazon Web Services
Chris is a Technology enthusiast who is passionate about making a difference in Social Housing. Working as an Account Manager for Amazon Web Services, Chris helps Nonprofit organisations understand the capabilities of the AWS Cloud to save money, drive innovation and enable digital transformation. Prior to Amazon, Chris was the Digital Solutions Manager at Orchard Information Systems, with a focus on helping Social Housing tenants adopt Digital technology for self service.
13:00 – Lunch & Networking
13:45 – Who predicted what?
Charles Brooks, 3C Consultants
Charles has over 15 years’ experience within management consultancy and has worked closely with over 100 different housing associations and local authorities to improve their customer experience through the introduction of IT operations, systems and the latest technology. Charles is going to be bringing to the conference an interactive talk, where he will be looking at predictions that have been made in housing over the past 15 years.
14:15 – Onboarding – Starting the Digital Journey with Yarlington
Andrew Millward and Ellie Clothier, Yarlington Housing Group
Andrew is the Digital Development Business Partner in the Digital Development Team. Ellie is the Lettings Team Leader within Operations and Customer Experience. Together they will be talking about the implementation of the Onboarding process recently launched on their customer portal, MyYarlington. The additional functionality is to better meet customers’ needs through their housing application journey and to promote self service.
14:45 – How and why to remain user centric in the design process
Karl Dickman, Home Group
Karl Dickman has worked for Home Group in total for 5 years as part of the Customer Insight team and for the last two and a half years as Product Manager. In his talk, he is going to be discussing how to take ideas from the drawing board and make them an operational reality whilst ensuring that this meets the customer’s needs.
15:15 – Break & Refreshments
15:45 – The why, what and how of Microsoft Dynamics in Housing
Sheila Starr, Radian
Sheila has been a customer service professional for 20 years setting up new contact centres from scratch and delivering digital services to customers. Now leading a transformation team building digital solutions to provide self service to customers and mobile working for colleagues. In her talk, Sheila will be discussing all things Microsoft Dynamics in Housing and the experience she has had with it at her organisation, Radian.
16:15 – Understanding the Digital ‘Value Gap’
Ian Lever, Aventura Consulting
Ian has been delivering IT Consultancy within the social housing sector for over 25 years. He is recognised as a thought leader in business transformation through the exploitation of modern digital technologies. In this session, Ian will give practical advice on future technologies and how to assess and close the ‘value gap’ giving examples from multiple sectors.
16:45 – Close