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In housing, customer experience is king. In a post-COVID world, it's crucial. But, to truly master it, we sometimes may need to look outside the sector and learn from the experiences of other sectors.

With increased regulatory requirements coming into force, now is the time to make sure your organisation puts customer experience at the heart of what you do. During this session, we will explore both the reactive and proactive nature of customer service, and the tools, skills and processes you need to define and deliver positive customer experiences. We will hear from the Chartered Institute of Customer Service, as customer service in the UK is at a crucial inflection point and the index at its lowest level since 2015. Our speaker, Jackie-Ann McLellan, will walk us through what is driving this change, the trends we are likely to see in the future, and the challenges of providing customer service for an aging population. Additionally, she will discuss what actions we can take to address these issues by learning from other sectors.

We will also be joined by Paul Harris of Curo Group, who will walk us through how we can empower staff to deliver exceptional service, learning from residents and their lived experiences, but most importantly how we can go from good to great in achieving excellent satisfaction.

As the Social Housing Regulation Bill progresses through Parliament and the recently implemented Tenant Satisfaction Measures (TSMs) take effect as of April 1st, registered social housing providers will be taking on more responsibilities and be under heightened scrutiny and responsibility.

Be prepared to reassess your strategies, align customer expectations, and navigate the evolving landscape with a focus on ensuring tenants remain a top priority. This session is your opportunity to bring your own story, learn, adapt, and revolutionize your approach to housing CX.