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Housing Innovation Service Transformation

Tuesday, 11th October 2011, York Racecourse In conjunction with:

The impact of public sector cutbacks is resulting in a fundamental shift in the way we deliver housing services. With no more inspections, KLOEs and only ‘backstop’ consumer regulation, now is the time for the sector to demonstrate its own innovation, and take a clear lead on designing new ways to deliver services with reduced cost and waste. In a climate where efficiency is key, every organisation needs to constantly be looking at its systems and services – waste will be found! We have assembled some of the very best emerging leaders in the field of transformational change for a one day session that will demonstrate how, despite these challenging times, housing services can be improved beyond expectations. Case study examples will include: How one organisation has saved £250 per property from void repair costs, resulting in over £250k a year being able to be put back into services to tenants. How 85% of repairs are completed from van stock, but that stock reduced itself by 66%; leading to an annual saving of £250,000 across 50 operatives. Saving £15 million across a complete housing system by focusing on need not compliance. Saving a minimum of £1,000,000 per year by replacing Choice Based Lettings with Intelligent Lettings. In addition to exploring both the Government and regulators perspective of service transformation, delegates will benefit from a practical insight into genuine value for money (VFM) changes across the range of regulatory standards. Areas to be covered include: Revised housing standards - what do they mean for your organisation? Understanding housing as a system The challenge of innovation in housing Housing logistics – the key point of effective and economic leverage What do tenants really want and what do they actually get? Changing the relationship

Who should attend? Those working to deliver transformational change in housing services, deliver real VFM, transform organisational culture and morale or, anyone who wants to understand about the possibilities for innovation in housing will benefit from attending this event.

Programme 10.00

Registration and refreshments


Chair’s introduction and welcome Dave Procter, Chair, Incommunities HA


Service transformation and VFM – The Government’s plans Graham Duncan, Deputy Director, Affordable Housing, Regulation and Investment, Department for Communities and Local Government Mick Warner, Assistant Director and Lead on VFM standard, Tenant Services Authority In this joint opening session Graham and Mick will set out current government thinking around service transformation, how it relates to housing and public service organisations and what the proposed changes to regulatory standards will mean for service delivery. In particular how efficiency and value for money will be assessed in the future.


Drivers for service transformation Ian Wright, Head of Member Relations, Northern Housing Consortium Looking at the wider agenda of service transformation, Ian will focus on: How the drivers for change for housing are emerging and where will they finish? Managing the risks effectively - roughly right v perfectly wrong Why tenant scrutiny won’t lead to real improvements in service Where do the future opportunities lie for housing services


Professional practice sessions 1. Planned maintenance – asset management based on knowledge Steve Groves, Principal Surveyor, Portsmouth CC In this session Steve will cover: What aspects of stock data are required to inform asset management plans? How we utilise all stock information and integrate the data with repairs and voids knowledge What skills, roles and opportunities are utilised to effectively gain information What the impact of the overall asset management approach has on the type of planned work undertaken

2a. Allocations and choice based lettings (CBL) – the myth of choice and challenge of transparency in allocating housing Adrienne Reid, Assistant Chief Executive, Incommunities Mark Burns, Former Head of Communities, Great Yarmouth BC In this session Adrienne and Mark will examine the allocations service and explain: Why costs will keep going up What are the real causes of demand? How you can streamline the system but not by copying others! How to improve the experience and satisfaction of applicants Moving from choice based to intelligent lettings

3. Transforming the void process Nigel Johnston, Efficiency Manager, Northern Housing Consortium Grahame French, Area Housing Manager, Tristar Homes In this session Nigel and Grahame will look at the work carried out at Tristar Homes and explain how: New tenants are involved in agreeing repairs to their new homes The effect on repair costs Incoming tenant choice and input was increased The flexible approach to the standard of the void produces results

4. Rental income management – moving the focus James Hill, Housing Manager, Portsmouth CC In this session James will explain how Portsmouth CC (PCC) moved away from a system which focussed on rent arrears to one that focuses on the payment of rent. Including: What PCC learnt about their rent system How and why they have changed the focus The new way of working and what it means for tenants The continued challenges in developing a bespoke rent account management system

5. More for less – transforming repairs logistics Ian Gilson, Operations Director, Comserv Neil Alexander, General Manager NTS In this session Ian and Neil will explain how it is possible to transform repair logistics and deliver all repairs on time and when tenants want them. They will explore: Supply, stores and materials

Rapid response deliveries Van stocks People, call handlers and operatives Measures and outcomes




Professional practice sessions repeated with the following change: 2b Housing options – transforming advice services Mark Burns, Former Head of Communities, Great Yarmouth BC In this session Mark will set out: How to double your capability and reduce costs How housing options and homelessness costs can be increased by CBL Why you need to deal with the prejudice and treat people as unique individuals Why poor housing options services perpetuate high costs elsewhere Why with the right approach can help people back into work




Understanding housing as a system Owen Buckwell, Head of Housing Services, Portsmouth CC John Little, Housing Lead, Vanguard Consulting Seeing the whole as well as the parts Understanding what matters Configuring services to deliver to meet demand Resisting outside interference e.g. pressures to share services


Chair’s closing remarks and close of conference

Housing Innovation Service Transformation Tuesday, 11th October 2011, York Racecourse Delegate fees Northern Housing Consortium Members and Vanguard Network members (Vanguard members quote Ref: HI01 when booking)


Non Member

ÂŁ199 All delegate fees are shown excluding VAT.

Special Offer

Book two full places and bring a tenant member of your scrutiny panel for free

How to book Online To book your delegate place at this event and to view our full terms & conditions and cancellation policy, please click below.

Book Online

Telephone To make a provisional booking please telephone our events team;

0191 566 1000 Please note any telephone reservations are made on a provisional basis and must be confirmed in writing within 2 working days.

Contact us For further information or if you have a query please contact a member of the events team: Telephone: 0191 566 1000 Email:

Download a copy of the programme here

2011 Housing Innovation  

2011 Housing Innovation