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Suitable for:       All What does this mean?

How we inform, engage and interact with our residents is fundamental to how we design and deliver services that are fit-for-purpose and responsive to their needs and requirements. Expectations are changing – our residents deserve to be listened to and treated in a respectful and honest way. A major focus of the reforms to social housing regulation has been on improving the quality of the relationship between landlords and their residents. For this to be effective, landlords need to embed a culture of transparency and accountability that is meaningful to residents and demonstrates fairness and respect.

Residents must be able to access the information they need to make use of your services as well as to be able to influence decision making and hold you to account. In turn, landlords must listen to residents’ needs and concerns and take appropriate action to improve how services are delivered. The Social Housing (Regulation) Act enshrines this approach in legislation and all the new expectations will come into force from April 2024. The regulator will want to know the answers to following questions and expect you to be able to evidence what you are doing:

  • Do you currently offer your residents “a wide range of meaningful opportunities” to get involved with matters relating to their housing?
  • Do you consider the views of your residents when making decisions about the design and delivery of your services?
  • Do you give your residents opportunities to scrutinize your strategies, policies and services across the whole range of your housing management services?
  • Do you understand the diverse needs of your residents and have a plan to support them to engage with involvement activities?
  • Read more

    This course will take delegates through the new regulatory expectations, help you get where you need to be and also explore the professional behaviours needed to build trust and respect with your residents. It will be interactive with lots of opportunities for delegates to share ideas and good practice with each other.

    We will cover:

    • The drivers for change
    • Government and sector responses
    • New regulatory framework for housing
    • New consumer standards – focusing specifically on the Transparency, influence and accountability and Information standards
    • The Tenant Satisfaction Measures – lessons to date
    • What you should be doing to prepare for the introduction of the new regulatory framework
    • Building the right culture
    • Resident engagement in practice
      • Understanding the impact of involvement
      • Assessing the benefits
      • What do residents expect?

    What will delegates take away?

    Delegates will be able to:

    • Understand the current landscape for resident engagement
    • Be clear on the new regulatory expectations on resident engagement from April 2024
    • Be able to demonstrate how you are meeting the new regulatory standards on transparency, influence and accountability,
    • Develop good practice approaches to engage with residents on building safety
    • Understand how to break down the barriers to effective engagement
    • Recognise the benefits of effective engagement
    • Understand the impact of your engagement activities
    • Have the building blocks to develop a positive culture that encourages trust, respect and transparency.

    Be ahead of the game ready for the new regulatory regime for social housing.

    This session is relevant for everyone, whatever your job role or position, who works with residents and wants to build positive relationships. It is also relevant for residents, however, we have created a tailored course for residents too. Click here for more information.

    It is essential for:

    • Heads of service and managers
    • Governance officers
    • Housing officers
    • Resident engagement staff
    • Repairs staff.
  • Our trainer

    Debbie Larner has worked in the social housing sector for over 30 years within both local authorities and housing associations before moving on to join the professional body – the CIH – where she was Head of Practice with a key focus on translating government policy into practice. In that role she developed expertise in a number of areas including housing and asset management, resident engagement, equality diversity and inclusion, health and safety (specifically building safety post Grenfell). She has also co-led research into the future of social housing, stigma and stereotyping in housing and the role of the housing professional. Debbie is recognised as a leader in developing and embedding professional standards with sector bodies and individual organisations and developed the CIH professional standards for housing and, as part of this work has a strong interest in how organisations can develop strong values-led cultures, create inclusive behaviours and act as ambassadors for the profession. Debbie is an experienced public speaker, chair, and trainer.

  • Price and booking


    Ticket Type Price Spaces
    Delegate ticket - Multi ticket pricing and member discounts will be applied at checkout £200.00
    Attendee 1

    Registration Information

    Payment and Confirmation

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we’ll process the booking for you.

  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.


22 February 2024
10:00am - 1:00pm
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27 March 2024
10:00am - 1:00pm
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25 April 2024
10:00am - 1:00pm
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18 June 2024
10:00am - 1:00pm
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18 September 2024
10:00am - 1:00pm
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We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we’ll be in touch.

We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.


Making a booking:
Step 1: Select the number of delegates you would like to book on this session
Step 2: Complete the delegate details
Step 3: Check the details, tick the consent box, and press the book now button
Step 4: Member and multi-ticket discounts will automatically be applied on the next page
Step 5: To use a coupon code please enter this at the top of the checkout page by clicking on the link
Step 6: Complete the booking details
Step 7: Confirm your booking.