About

Across the housing sector, the ability to genuinely understand and respond to residents is becoming a defining mark of organisational excellence.

Naomi Sweeting, Director of Customer Research & Insight at Places for People, will share how her award-winning psychographic segmentation has transformed resident engagement. Naomi’s work reveals the deeper needs, motivations, and expectations of residents, showing leaders how to move beyond generic engagement to build trust-based relationships that shape services and governance from the ground up.

Craig Taylor, Director of Customer Operations at Amplius, will bring this insight to life with practical, operational experience. Craig will share how he has embedded resident voice at every level, from operational decisions to board reporting, turning feedback into tangible outcomes. During this session, we will have the pleasure of listening to Craig as he will cover:

- Using lived experience to inform strategy and decision-making

- Making engagement meaningful, inclusive, and actionable

- Co-designing frameworks with residents to ensure real organisational impact

- Establishing governance structures and panels that deliver measurable change

Together, Naomi and Craig will offer a 360° view of resident engagement — from research insight to operational execution — helping leaders understand not just what residents are saying, but how to act on it with precision, accountability, and impact.