About this event

How do you build a scalable, resilient operating model for affordable housing from the ground up? In this session, Karen Heaney — Director of Customer, Property & Platform at Legal & General Affordable Homes (LGAH) will share the organisation’s journey from start‑up to managing over 7,000 homes. Discover how technology, data, and governance have been harnessed to deliver quality services and sustainable growth.

What the session will cover

LGAH’s journey from inception to becoming a major affordable housing provider

• The design and evolution of L&G Affordable Housing’s operating model
• How technology and data underpin service delivery and governance

Key takeaways

By the end of the session you will understand:

• The opportunities and challenges faced by LGAH in establishing a new business
• The approach taken to deliver quality services through technology and data
• Learning developed through their journey
• Practical insights into building scalable operating models in housing
• The role of governance and customer focus in digital transformation

Our Speaker: Karen Heaney

Karen Heaney is Director of Customer, Property & Platform at Legal & General Affordable Homes (LGAH), leading the organisation’s customer experience, property management and digital platform strategy. Since joining LGAH in 2020, Karen has driven data‑led operational excellence and overseen the build‑out of a resilient tech stack that underpins growth and governance.

With a career spanning asset and property management across the affordable housing sector, Karenpreviously held senior roles at Home Group as Director of Asset Management and Director of Regeneration, and earlier contributed to the transformation of housing standards through Glasgow’s stock transfer programme. At LGAH, she chairs the Investment Scrutiny Panel and is a frequent contributor at industry events on topics including resident experience, compliance, and digital transformation.

Karen is passionate about combining disciplined governance with innovation to deliver high‑quality, affordable homes and services.

Who should attend

• Housing professionals interested in operating model design
• Leaders exploring how to leverage technology and data in service delivery
• Policy makers, consultants, and innovators in the affordable housing sector

Cost
Included as part of your DIN membership.