HAPN 2027 Agenda

Against a backdrop of unprecedented demand for affordable housing, rising expectations of existing homes and services, and continued pressure on resources, how can housing associations deliver more without losing sight of the communities they exist to serve? Drawing on Onward’s ambitions to significantly increase new housing delivery, alongside its investment in existing homes, neighbourhoods and organisational transformation, Sandy Livingstone explores the choices facing housing leaders as the sector enters its next chapter. This session will consider how we balance growth with quality, embrace technology and new ways of working, and ensure that ultimately, greater ambition translates into better homes, services and places for residents.

What could a housing association look like when AI, robotics and connected homes become part of everyday life? From homes that diagnose their own repairs to services delivered just in time, Douglas Silverstone takes a provocative look at how technology could fundamentally reshape the way housing associations operate. This keynote explores what that future could mean for our systems, services and people and how much we may need to change to get there.

Sustainability can’t sit with one team. It has to shape decisions across finance, repairs, development, care and support, and long-term investment.

In this case study, Richard will share how his organisation has moved from developing a cross-functional sustainability strategy to embedding action plans across every directorate, and how those lessons are now shaping a faster, more practical approach to climate adaptation. He’ll explore how they are bringing together retrofit, repairs, new development, vulnerable resident planning and financial decision-making, while looking beyond housing for ideas and good practice that can accelerate progress.

As regulation continues to evolve and expectations of housing providers grow, is the answer always more regulation or do we need to get smarter about how we respond to it? This session explores how housing associations can move beyond simply reacting to new requirements and build the data, governance and organisational foundations needed to stay ahead.

Drawing on the realities of transformation within a large provider, the session will share candid lessons from the journey so far including the challenges of managing data at scale, responding to regulatory scrutiny and becoming more agile and consider what both large and small providers can learn as they prepare for the next phase of regulation.

Turning sustainability commitments into meaningful action requires more than setting targets. From robust data and climate transition planning to green skills, biodiversity and social value, this session explores how to build the foundations for long-term environmental and social impact. Drawing on the organisation’s journey so far, the session will share practical lessons on bringing these different strands together, engaging customers and colleagues, and embedding sustainability across the organisation rather than treating it as a standalone initiative.

15 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.

What would housing services look like if we stopped benchmarking ourselves against other housing associations and started learning from the organisations delivering the best customer experiences anywhere? Drawing on experience from outside the sector, this session explores the journey from traditional call centres, legacy systems and fragmented services towards a truly digital, self-service experience. It will get under the skin of what transformation really takes, what customers will actually see and feel, the pitfalls along the way, and how to design services around rising customer expectations rather than simply organisational need.

Digital transformation has promised greater efficiency, better services and smarter decision-making for years, but how much has really changed? As AI rapidly expands what is possible, housing leaders have a new opportunity to rethink how their organisations operate, not simply digitise existing processes. From automating high-volume tasks and transforming customer interactions to empowering colleagues and redesigning services around residents, where can technology have the greatest impact? This panel explores what the next generation of the housing association could look like, where AI fits within that vision, and how leaders can turn emerging technology into measurable improvements in productivity, cost and customer experience, whilst using advanced analytics to take the views of customers onboard.

As technology, resident needs and the wider operating environment transform at unprecedented speed, what does it mean to be a great housing association in 2030? Kate Still explores why the answer isn’t simply more technology or digital-first services, but a fundamental reimagining of housing around people. From AI-driven interactions and increasingly complex resident needs to the changing skills required of housing professionals, this keynote will consider how leaders can cut through an increasingly reactive environment, rethink how services are designed and put human-centred intelligence at the heart of transformation, ultimately rebuilding trust between residents and their housing providers.

An opportunity to connect with your peers and suppliers to talk over the learnings from the event. Lunch is served buffet style and a range of options are available to cater for different dietary requirements.