Delivering Tangible Solutions For Real-World Issues

HAPN SOUTH 2023 AGENDA

HAPN is a unique, two-day learning and networking event which brings together the most inspirational leaders and transformational suppliers in the housing sector to share cutting-edge insight, knowledge and experience. Our agenda is carefully curated to address the most relevant and emerging challenges in the sector.

HAPN SOUTH 2023

12th - 13th October, Radisson Blu, Heathrow

Day 1
Day 2

12 October 2023

8:00 am - 8:45 am

Main Room

Registration
8:45 am - 8:50 am

Main Room

Chair's opening remarks
8:50 am - 9:35 am

Main Room

Panel discussion: Balancing growth and demand against financial pressures

This panel discussion will focus on how we can expand our property portfolios to address the growing demand for affordable housing, despite the financial challenges the sector is facing.

The speakers will share insights on strate...

This panel discussion will focus on how we can expand our property portfolios to address the growing demand for affordable housing, despite the financial challenges the sector is facing.

The speakers will share insights on strategies such as partnerships with private investors, decreasing expenditure, and exploring alternative funding sources. They will also emphasise the importance of maintaining a strong financial position and being adaptable to changing market conditions.

Ultimately, the discussion will highlight the need for innovative and collaborative approaches to meet the housing needs of communities.
9:40 am - 10:00 am

Main Room

Headline sponsor presentation
10:00 am - 10:40 am

Main Room

Dragons' Den

Our signature ‘Dragons’ Den’ session provides each solution provider with an opportunity to deliver a short pitch, explaining why they are here and how their services can help tackle some of the sector’s ongoing challenges.
10:45 am - 12:00 pm

Main Room

Coffee break and business meetings

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.
12:05 pm - 12:25 pm

Main Room

Inflation, inflation, inflation

Rising prices of essential goods and services are disproportionately affecting low-income households, making it difficult for them to access affordable housing. The underlying factors driving inflation, such as supply chain disruptions a...

Rising prices of essential goods and services are disproportionately affecting low-income households, making it difficult for them to access affordable housing. The underlying factors driving inflation, such as supply chain disruptions and rising energy prices, have created a complex and uncertain environment for housing providers.

While policy responses such as adjusting interest rates and increasing government spending can help mitigate the effects of inflation, they need to be carefully balanced to avoid unintended consequences. Targeted support measures, such as expanding access to affordable housing and increasing social benefits, are also necessary to help those most affected by inflation.

As housing experts, we must collaborate with other stakeholders to address the challenges of inflation and the cost of living crisis to ensure that everyone has access to safe, decent, and affordable housing.
12:30 pm - 12:50 pm

Main Room

Gold sponsor presentations

[Reserved]
12:55 pm - 1:15 pm

Main Room

Investing in sustainability

Retrofitting existing properties with energy-efficient systems and insulation can significantly improve their energy efficiency, reducing their carbon footprint and energy bills for residents. It is important to assess the feasibility of...

Retrofitting existing properties with energy-efficient systems and insulation can significantly improve their energy efficiency, reducing their carbon footprint and energy bills for residents. It is important to assess the feasibility of retrofitting, taking into account the age and condition of the properties, as well as the cost and environmental impact of the retrofitting measures.

In addition, investing in new sustainable homes, incorporating energy-efficient design and renewable energy sources, can further reduce the carbon footprint of housing estates.
1:15 pm - 1:55 pm

Main Room

Networking lunch
2:00 pm - 2:20 pm

Main Room

Platinum sponsor presentation
2:25 pm - 2:45 pm

Main Room

How to best utilise AI

Robbyne Thompson

Head of Digital
Futures Housing Group

By automating repetitive tasks and leveraging machine learning to analyse data, we can enhance our decision-making processes, improve customer service, and streamline operations.

To fully harness the potential of AI and automatio...

By automating repetitive tasks and leveraging machine learning to analyse data, we can enhance our decision-making processes, improve customer service, and streamline operations.

To fully harness the potential of AI and automation, we need to develop a comprehensive strategy that takes into account our specific needs, challenges, and goals.
2:50 pm - 3:10 pm

Main Room

Gold sponsor presentations

[Reserved]
3:15 pm - 4:30 pm

Main Room

Coffee break and business meetings

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.
4:35 pm - 5:15 pm

Main Room

Panel discussion: How to effectively measure and improve tenant satisfaction

The new tenant satisfaction measures set by the government have made it even more crucial to measure and improve tenant satisfaction effectively.

This panel discussion will bring together experts from the housing sector to discus...

The new tenant satisfaction measures set by the government have made it even more crucial to measure and improve tenant satisfaction effectively.

This panel discussion will bring together experts from the housing sector to discuss effective ways to measure and improve tenant satisfaction. We will explore different methods, tools, and strategies for collecting feedback, measuring satisfaction, and acting on the insights gained. The discussion will also touch on the benefits of investing in tenant satisfaction and the impact on our relationships with residents.
5:20 pm - 5:40 pm

Main Room

Creating inclusive communities for residents with complex needs

Francis Burrows

Director of Support and Service Development
Orbit Group

We have a responsibility to support our disadvantaged residents, including those with complex needs and limited access to online resources.

Technology can be a powerful tool to help us better respond to their needs, but we need t...

We have a responsibility to support our disadvantaged residents, including those with complex needs and limited access to online resources.

Technology can be a powerful tool to help us better respond to their needs, but we need to use it in a way that is accessible, inclusive, and effective.
5:45 pm -

Main Room

Closing keynote: Changing the perception of the housing sector

Phil Heron

Head of Customer Experience
Rochdale Boroughwide Housing

Nadhia Khan

Director of Customer and Community
Rochdale Boroughwide Housing

In an environment where housing associations are being asked to do so much more with so much less, where there is more scrutiny than ever, how can we counter the perception that we aren’t doing enough?

In this session, find out ...

In an environment where housing associations are being asked to do so much more with so much less, where there is more scrutiny than ever, how can we counter the perception that we aren’t doing enough?

In this session, find out how we can overcome this challenge and show a willingness to improve.
6:15 pm - 6:20 pm

Main Room

Chair’s closing remarks
6:20 pm - 8:00 pm

Main Room

Hotel check-in / free time
8:00 pm - 10:00 pm

Main Room

Drinks reception and networking dinner

Networking sessions – throughout the event we host a networking lunch as well as a dinner and drinks reception to give you ample opportunity to connect with your peers and suppliers over the learnings from the event. Dinner is served i...

Networking sessions – throughout the event we host a networking lunch as well as a dinner and drinks reception to give you ample opportunity to connect with your peers and suppliers over the learnings from the event. Dinner is served in formal-style seating to a set menu. Our delegate team will speak to you to ensure we cater for any specific dietary requirements.
12:55 pm - 1:15 pm

Breakout Room 1

Are we prepared for regulatory change?

Compliance with regulations is critical to ensuring the safety and wellbeing of residents, maintaining the reputation of housing providers, and securing long-term funding for the sector.

Effective governance, risk management, and...

Compliance with regulations is critical to ensuring the safety and wellbeing of residents, maintaining the reputation of housing providers, and securing long-term funding for the sector.

Effective governance, risk management, and accountability mechanisms are critical to ensuring compliance and addressing any gaps or deficiencies.
2:25 pm - 2:45 pm

Breakout Room 1

Improving stock condition against a decreasing repairs budget

We face a significant challenge in maintaining housing stock to an acceptable standard while working with decreased repairs budgets. To address this challenge, we need to develop a comprehensive strategy that focuses on prioritising repa...

We face a significant challenge in maintaining housing stock to an acceptable standard while working with decreased repairs budgets. To address this challenge, we need to develop a comprehensive strategy that focuses on prioritising repairs, optimising maintenance processes, and leveraging technology to enhance efficiency.

Despite budget constraints, there are still opportunities for us to improve our stock condition and ensure that residents have safe, comfortable, and sustainable homes.
5:20 pm - 5:40 pm

Breakout Room 1

Maintaining quality in a high inflation environment

As housing professionals, we must adapt to a high inflation environment and balance the pressure of rising costs while delivering quality services to our residents.

By exploring creative solutions and innovative strategies, we ca...

As housing professionals, we must adapt to a high inflation environment and balance the pressure of rising costs while delivering quality services to our residents.

By exploring creative solutions and innovative strategies, we can mitigate the impacts of inflation and maintain high-quality services.
12:55 pm - 1:15 pm

Breakout Room 2

How to improve resident engagement through technology

Dean Anderson

Executive Director of Customer Service
Settle Group

As social housing providers, we are increasingly turning to technology to improve resident experience.

From online portals for rent payments and maintenance requests to smart home technology that enhances energy efficiency and se...

As social housing providers, we are increasingly turning to technology to improve resident experience.

From online portals for rent payments and maintenance requests to smart home technology that enhances energy efficiency and security, technology can help to streamline operations, increase efficiency, and enhance the overall resident experience.

It is important for us to develop a clear strategy for deploying technology, taking into account the needs and preferences of residents, as well as the cost and feasibility of the technology.
2:25 pm - 2:45 pm

Breakout Room 2

Mobilising the workforce

We need to measure the impact of mobile working solutions on our frontline workers, gathering feedback and data to understand how it is impacting their work, wellbeing, and job satisfaction.

By mobilising our workforce and levera...

We need to measure the impact of mobile working solutions on our frontline workers, gathering feedback and data to understand how it is impacting their work, wellbeing, and job satisfaction.

By mobilising our workforce and leveraging technology to enhance efficiency and improve our operations, we can ensure that we are delivering the best possible service to our residents and communities.
5:20 pm - 5:40 pm

Breakout Room 2

Maximising capacity to develop new homes

Building more homes with limited resources and capacity is a significant challenge.

This session will explore the various strategic approaches to maximize the efficiency and effectiveness of development and building processes. It ...

Building more homes with limited resources and capacity is a significant challenge.

This session will explore the various strategic approaches to maximize the efficiency and effectiveness of development and building processes. It will also share valuable insights on how to overcome challenges and build more homes in less time while maintaining a high quality and meeting the needs of our residents.

13 October 2023

8:45 am - 8:50 am

Main Room

Chair’s opening remarks
8:50 am - 9:10 am

Main Room

How to best support our residents through the cost of living crisis

Housing associations play a crucial role in supporting residents through the cost of living crisis.

This presentation will discuss practical ways to offer support to residents, such as providing advice and guidance on financial m...

Housing associations play a crucial role in supporting residents through the cost of living crisis.

This presentation will discuss practical ways to offer support to residents, such as providing advice and guidance on financial management, signposting to relevant services and benefits, and implementing energy-saving measures to reduce bills.

We will also explore how to identify and support vulnerable residents who are most affected.
9:10 am - 9:30 am

Main Room

Platinum sponsor presentation
9:30 am - 9:50 am

Main Room

The role of a housing association in domestic abuse

Michelle Meldrum

Chief Executive Officer
Berwickshire Housing Association

Domestic abuse is a prevalent issue in our society, and as housing associations, we have a critical role to play in supporting our residents and colleagues who are experiencing abuse.

This presentation will discuss practical ways...

Domestic abuse is a prevalent issue in our society, and as housing associations, we have a critical role to play in supporting our residents and colleagues who are experiencing abuse.

This presentation will discuss practical ways to identify, respond to, and prevent domestic abuse in our communities and in the workplace. We will explore the different types of abuse, the impacts on victims, and the support services available
9:55 am - 10:15 am

Main Room

Gold sponsor presentations

[Reserved]
10:20 am - 10:40 am

Main Room

Gold sponsor presentations

[Reserved]
10:45 am - 11:45 am

Main Room

Coffee break and business meetings

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.
11:50 am - 12:10 pm

Main Room

Positive about inclusion

Lucy Malarkey

Director
Positive About Inclusion
12:15 pm - 1:00 pm

Main Room

Utilising data and digital to improve customer experience

The digital revolution has changed the way we interact with customers, and data is now a crucial tool in enhancing customer experience.

This panel discussion will explore how housing associations can utilise data and digital to i...

The digital revolution has changed the way we interact with customers, and data is now a crucial tool in enhancing customer experience.

This panel discussion will explore how housing associations can utilise data and digital to improve customer experience. We will discuss the different ways to collect, analyse and use data to gain insights into customer needs and preferences, and touch on digital solutions that can streamline and enhance the customer experience, such as online portals, chatbots, and mobile apps.
1:00 pm - 1:05 pm

Main Room

Chair’s closing remarks
1:05 pm - 1:45 pm

Main Room

Networking lunch

Day 1
Day 2

Delivering Tangible Solutions For Real-World Issues

Delivering Tangible Solutions For Real-World Issues

HAPN SOUTH 2023 AGENDA

HAPN SOUTH 202312th - 13th October, Radisson Blu, Heathrow

12 October 2023

8:00 am - 8:45 am

Main Room

Registration

8:45 am - 8:50 am

Main Room

Chair's opening remarks

8:50 am - 9:35 am

Main Room

Panel discussion: Balancing growth and demand against financial pressures

9:40 am - 10:00 am

Main Room

Headline sponsor presentation

10:00 am - 10:40 am

Main Room

Dragons' Den

10:45 am - 12:00 pm

Main Room

Coffee break and business meetings

12:05 pm - 12:25 pm

Main Room

Inflation, inflation, inflation

12:30 pm - 12:50 pm

Main Room

Gold sponsor presentations

12:55 pm - 1:15 pm

Main Room

Investing in sustainability

1:15 pm - 1:55 pm

Main Room

Networking lunch

2:00 pm - 2:20 pm

Main Room

Platinum sponsor presentation

2:25 pm - 2:45 pm

Main Room

How to best utilise AI

Robbyne Thompson

Head of Digital Futures Housing Group

2:50 pm - 3:10 pm

Main Room

Gold sponsor presentations

3:15 pm - 4:30 pm

Main Room

Coffee break and business meetings

4:35 pm - 5:15 pm

Main Room

Panel discussion: How to effectively measure and improve tenant satisfaction

5:20 pm - 5:40 pm

Main Room

Creating inclusive communities for residents with complex needs

Francis Burrows

Director of Support and Service Development Orbit Group

5:45 pm -

Main Room

Closing keynote: Changing the perception of the housing sector

Phil Heron

Head of Customer Experience Rochdale Boroughwide Housing

Nadhia Khan

Director of Customer and Community Rochdale Boroughwide Housing

6:15 pm - 6:20 pm

Main Room

Chair’s closing remarks

6:20 pm - 8:00 pm

Main Room

Hotel check-in / free time

8:00 pm - 10:00 pm

Main Room

Drinks reception and networking dinner

12:55 pm - 1:15 pm

Breakout Room 1

Are we prepared for regulatory change?

2:25 pm - 2:45 pm

Breakout Room 1

Improving stock condition against a decreasing repairs budget

5:20 pm - 5:40 pm

Breakout Room 1

HAPN SOUTH 2023

12th - 13th October, Radisson Blu, Heathrow

Head of Digital
Futures Housing Group

Director of Support and Service Development
Orbit Group

Head of Customer Experience
Rochdale Boroughwide Housing

Director of Customer and Community
Rochdale Boroughwide Housing

Executive Director of Customer Service
Settle Group

Chief Executive Officer
Berwickshire Housing Association

Director
Positive About Inclusion

HAPN SOUTH 2023

12th - 13th October, Radisson Blu, Heathrow