Housing goes digital –

social business transformation

20 February 2014

CIH Office, London #hgd14

Housing goes digital – social business transformation

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Firstly, thank you for coming to the event, we hope that you enjoy the day here with us in London. The Events Team is based in Coventry, and here at the event today is Becky Ibbertson, Event Organiser, to help you with any queries, problems or comments you may have. To get the most from the event, please take part - get involved in discussions, ask questions and share ideas. Respect everyone’s right to opinions and allow everyone a space to express their thoughts. Information which may be helpful to you: Appraisal Forms, if you can try to remember to fill in the appraisal forms and leave them on the registration desk before you leave the conference. We really do value your comments and take your views into account when planning next year’s conference and future events. We take all comments seriously. Short Courses and Seminars, if you have enjoyed this event and are interested in other topics which relate to this event, why don’t you try one of our short courses. We cover a wide range of subjects and topics and if you can’t find what you are looking for, then why not contact us about having your training requirements delivered “In-house”. We hope you enjoy your day and if you require any further information please contact the Events Team on 02476 851722, email us at events@cih.org or visit our website www.cih.org/events

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#hdg14

Housing goes digital – social business transformation

9.15 Registration and refreshments

10.00 Chairs welcome and overview (Seminar room) Nick Atkin, Chief Executive, Halton Housing Trust @nickatkin_hht

10.25 Social Landlord to Social Business, how to create a meaningful change (Seminar room) David Leach, IT Director, Orbit Services, Orbit Group Ltd @Leachdj Max St John, Managing Director, NixonMcInnes Recently NixonMcInnes went into Orbit Group running workshops with staff and residents to find out how to become a digitally functioning business with an interaction between technology and culture. As Orbit strive for a strategic change this session looks at their aim of having 75% of customers online by 2020.

10.50 Big Data (Seminar room) Matt Leach, CEO, HACT Paul Foster, Principle technical evangelist, Microsoft UK Matt Leach suggests it’s time the housing sector raised its game on data, creating its own shared big data resource, pooling data resources from across the sector for shared insights, data-led innovation and the development of new tools. But it shouldn't stop at existing sources of data, and if we’re going to make the most if it, we need to look beyond the sector for ground breaking expertise.

11.30 Refreshments and interactive digital zone In the break you will have the chance to meet the experts who will be able to answer all of your digital and social media questions.

11.45 Workshops

1. The Future of Social Business – A Manifesto for Change (Seminar room) Paul Taylor, Innovation Coach, Bromford @PaulBromford Thom Bartley, Project Coordinator, Bromford @ThomBartley Social and Digital business is beginning to reshape our organisations and the housing sector itself. But this is nothing compared to the transformation that lies ahead….. Paul Taylor will lead discussion around wider trends in the development of social and digital business – including examples from the UK and around the world. Thom Bartley will lead a debate around what that means for non-profit organisations and our communities. The outcome of the workshop? A Manifesto for Change - a step by step approach to accelerating our approach to social business.

2. Culture Shock: Social Media Strategy (Hestia Room) Max St John, Strategist/ Head of not-for-profit, NixonMcInnes Create clarity and alignment to purpose deliver a digital transformation and social media strategy for your organisation. Max St John explains how you can become more agile, engaging and collaborative by transforming your organisation around the challenges and opportunities of a digitally connected world.

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Housing goes digital – social business transformation

3. Making a connection: Helena Partnerships (Barrington room) Caroline King, Head of Communications and Engagement, Helana Partnerships Helena has ambitious plans to shift 80% of all customer transactions online within the next 3 years. Find out how Helena is transforming its business to turn this vision into a reality and learn about some of the innovative ways its tenants are embracing all things digital in their everyday lives.

12.45 Lunch and interactive digital zone

During lunch speakers will also be on hand to answer questions and help with individual queries.

13.45 Workshops (repeated from morning)

14.45 Outside the sector: an experts approach (Seminar room) Shirley Ayres, Co-Founder of the Connected Care Network redefining community care and support for the digital age @shirleyayres The session will look outside the sector and give delegates another perspective on the use of social media in customer service. It will give delegates an overview of how Marks and Spencer are using social media to make the most of the customer service experience they give. What are the challenges that Marks and Spencer have faced and where has the use of social media in customer service been successful?

15.30 Chairs closing remarks and summary of the day (Seminar room) Nick Atkin, Chief Executive, Halton Housing Trust @nickatkin_hht

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Presentations for this event can be found at:

www.cih.org/Presentations/HGD2014

Alternatively, scan the QR code for the same link as above and to access the appraisal form

Housing goes digital – social business transformation

Speaker

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Nick Atkin, Chief Executive, Halton Housing Trust

Nick has been fully paperless for the last 12 years and has driven through a fully flexible/ remote working approach as part of his current role as Chief Executive at Halton Housing Trust. He is a keen advocate of the use of social media and particularly the linkages to Gen Y and Z issues. He tweets on a regular basis (@nickatkin_hht) and has a stated aim to move the Trust away from all internal email by 2014 and for 90% of Trust customers to be accessing services online by 2018. For the last two consecutive years he has been voted as the 22nd most influential person in housing in the 24 Housing Top 50 Power Players List. The Trust is also the most digitally connected organisation in the Visceral Business 2013 Connected Housing Index in which Nick was the most influential digital leader.

David Leach, IT Director, Orbit Services, Orbit Group Ltd David has an MBA from Nottingham University and has worked across Europe in the Logistics and Financial Service sectors. David is now focussed on helping the Orbit Group use technology to improve services to residents and improve organisational effectiveness

Matt Leach, CEO, HACT Matt Leach is CEO of HACT, a think-do tank promoting ideas and innovation in the housing sector. Over the last two years, HACT’s work has increasingly focused on the impact of data and technology on the future of housing, including the launch of www.communityinsight.org, the sector-leading open data mapping solution and the launch of the Housing Big Data project, which during 2014 will establish the first national shared data repository for the housing sector.

Paul Foster, Principle technical evangelist, Microsoft UK Since joining Microsoft in 1994, Paul Foster has worked across a wide range of sectors and customers, providing a mix of technical and strategic guidance around the creative use of technology in relation to their business needs. Paul is the CTO in residence at the Microsoft Ventures London start-up incubator. For a short time Paul was a member of a high-wire flying trapeze circus troupe, and is a keen roboticist.

Max St John, Managing Director, NixonMcInnes Max is the Managing Director of NixonMcInnes, a digital transformation consultancy specialising in people and culture. Max worked with Orbit on its social digital vision, and co-authored the recent cross-government digital comms review. He consults with large organisations on people and culture development, specialising in leadership.

Housing goes digital – social business transformation

Paul Taylor, Innovation Coach, Bromford Paul leads the Innovation Lab at Bromford – a social investor based in the Midlands. A true believer in the power of social tools to achieve social good – Paul is an enthusiast of cultural transformation driven by technology. Work/Life has fused together so life at Bromford is now combined equal parts with Travel, Tech and Tweeting.

Thom Bartley, Lab Creative, Bromford Thom’s work for Bromford focuses on creating digital solutions that focus on providing an easy to understand, fun to use and useful user experience for their customers. Alongside this he is a blogger who isn’t afraid to highlight and discuss what he perceives to be UK Housing’s flaws, a photographer, musician and yoyoer!

Caroline King, Head of Communications and Engagement, Helena Partnerships Caroline leads on Communications, Engagement and Digital Services at North West Housing Association Helena Partnerships. She is currently focussed on developing Helena’s digital offer to transform how customers transact and communicate with the business. Caroline is also an employee engagement fanatic which she believes is at the heart of all great things. Follow Caroline on Twitter - @CKingAtHelena

Shirley Ayres, Co-founder, Connected Care Network Shirley Ayres is Co-Founder of the Connected Care Network which is redefining community care and support for the digital age. With professional qualifications in two disciplines and a career which has spanned the public, not for profit and private sectors she has a distinctive knowledge and awareness of the challenges in delivering quality services. She is Honorary Senior Visiting Fellow in Interdisciplinary Studies at City University Shirley is passionate about the importance of social networks and the role of digital technology in supporting innovative solutions to the big challenges confronting society today. She is the author of the widely cited “Can online innovations enhance social care?” published by the Nominet Trust in 2013. Shirley works with innovative organisations in optimising their digital presence by exploring, developing and evaluating digital engagement strategies.

Speaker

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Housing goes digital – social business transformation

First Name Last Name Job Title Employer Delegate Type

Richard Jones Service Development

Officer

Aire Valley Homes Leeds

Limited

Delegate

Sharon Abel Head of Performance and Communications

Aldwyck Housing Group

Delegate

Jo Harper PR and Communications

Manager

Alliance Homes Ltd

Delegate

Carmen Duong Housing Assistant Bancroft Tenant Management

Co-op

Delegate

Rahima Khatun Admin / Receptonist Bancroft Tenant Management

Co-op

Delegate

Alex Allsworth Web & Social Media Officer

Brighton & Hove City Council

Delegate

Carole Carole Service Development

Manager

Brighton & Hove Council

Delegate

Paul

Taylor Innovation Coach Bromford Group Speaker

Thom

Bartley Lab Creative Bromford Group Speaker

Sue Beecroft Sub-regional Housing Strategy

Co-ordinator

Cambridge City Council

Delegate

Janet Talman Director of Commercial

Services

Chartered Institute of Housing

Delegate

Paul Berry Housing Business Analyst

Civica UK Ltd Delegate

Shirley Ayres Co-Founder Connected Care Network

Speaker

John

Montes Strategy Officer Croydon Council Delegate

Charlotte Sexton

Sexton Communications Officer

Family Mosaic Delegate

Mihalis

Germanos Digital Editor Family Mosaic Delegate

Peter Gill Assistant Director Festival Housing Group

Delegate

Eva Lambert-Smith

Head of PR and Comms

First Wessex Delegate

Laura Brown Digital Advisor Gentoo Group Ltd

Delegate

Angela Le Peuple Customer Engagement and Support Manager

Guinness Hermitage

Delegate

Matt Leach CEO HACT Speaker

Nick Atkin Chief Executive Halton Housing Trust

Chair

Caroline King Head of Communications and Engagement

Helena Partnerships

Speaker

Attendan

ce L

ist

Housing goes digital – social business transformation

First Name Last Name Job Title Employer Delegate Type

Emma Cooke Senior Communications

Coordinator

Knightstone Housing

Delegate

Melissa Escott Head of Communications

Knightstone Housing

Association Ltd

Delegate

Kirk Dede IT Business Partner Lambeth Living Ltd

Delegate

Helen Mannion Senior Communications

Officer

Lambeth Living Ltd

Delegate

Josephine Rodgers Communications Manager

Lambeth Living Ltd

Delegate

Jem Bowen Head of IT Lambeth Living Ltd

Delegate

Leeora Filemu Service Improvement

Manager

Lambeth Living Ltd

Delegate

Elena Lloyd Communications Officer

Liverpool Mutual Homes

Delegate

Paul Foster Principle technical evangelist

Microsoft UK Speaker

Darron Brookes Sales Manager MIS Active Management Systems Ltd

Delegate

Harriet Austerberry Communications Officer

Moat Delegate

Max

St John Managing Director NixonMcInnes Speaker

Sarah Payling Event Director Ocean Media Group

Delegate

Craig Parker-Wood Communications Officer

One Housing Group

Delegate

David

Leach IT Director Orbit Group Ltd Speaker

Charlotte Hinks Senior Learning and Development

business partner

Paradigm Housing Group

Delegate

Ruth Murphy Project Manager Peabody Trust Delegate

Dafydd Singleton Digital Manager Places for People

Delegate

lyndsay scanlan Communications Manager

Raglan Housing Association Ltd

Delegate

Tracey Wilson Executive Director - Corporate Services

Regenda Group Delegate

Samantha Neville Communications Officer

Regenda Invoice Processing

Delegate

Claire Fellows PR & Marketing Assistant

Saxon Weald Delegate

Kate Gurner Community Engagement

manager

Selwood Housing

Delegate

Attendan

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ist

Housing goes digital – social business transformation

First Name Last Name Job Title Employer Delegate Type

Charlie Marshall Digital Communications

Officer

Sovereign Housing

Association

Delegate

Kerry Lewendon Digital Content Officer

Sovereign Housing

Association

Delegate

Cathy Saunders Head of Communications

Sovereign Housing

Association

Delegate

Sarah Walker Communications Manager

Sovereign Housing

Association

Delegate

Sam Wylie Head of Customer Service

Spire Homes Delegate

Craig McClintock Customer Service Manager

Spire Homes Delegate

Paul Hadley Estates Manager Taunton Deane Borough Council

Delegate

Steven Clarke Tenant Services Development

Officer

Taunton Deane Borough Council

Delegate

Andy Coleborn Policy & Communications

Manager

Tower Hamlets Community

Housing

Delegate

Laura Masters Marketing & Communications

Advisor

Walsall Housing Group

Delegate

Tracy Ironmonger Communications Manager

Walsall Housing Group

Delegate

Shaun Tymon Chief Executive Yorkshire Coast Homes

Delegate

Margaret Gower Tenant Representative

Tenant Representative

Delegate

Attendan

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ist

Housing goes digital – social business transformation

Housing goes digital – social business transformation

Housing goes digital – social business transformation

Housing goes digital – social business transformation

Housing goes digital – social business transformation