Session overview

This session explores a simple but often overlooked truth: accessibility isn’t just about residents, it’s about the colleagues delivering the service too.

If systems, processes and journeys aren’t accessible internally, services break down externally. When colleagues struggle with systems, information or processes, residents feel it.

Join us for a practical, real-world session with Charlotte Frampton from Southern Housing as we explore how to design services that work for everyone. This is about moving beyond guidance and into delivery: what it really takes to embed accessibility across end-to-end services.

You can’t deliver accessible services with inaccessible systems. This session will focus on what organisations can do in practice to reduce avoidable demand, improve colleague experience and efficiency, and create more consistent, inclusive services.

Key takeaways

By attending this session, participants will:

• Gain a clearer view of accessibility across the whole service
• Understand how internal systems and processes impact external service quality
• Explore real-world needs including vulnerability, digital accessibility and colleague pressures
• Learn where organisations typically fall down and how to fix it
• Take away practical ideas to improve both colleague and resident experience
• Build confidence to challenge current ways of working and embed accessibility across design, business analysis and change

About the speaker

Charlotte Frampton, Business Engagement Manager at Southern Housing

Charlotte Frampton works within Southern Housing, focusing on designing and improving services to be more inclusive and accessible for both residents and colleagues. As a Business Engagement Manager her role focuses on helping colleagues get the most value from technology by driving adoption, engagement and positive change across the business. She's particularly passionate about accessibility and ensuring our digital tools work for everyone, regardless of their individual needs or ways of working.

Who should attend?

This session is designed for mid to senior-level professionals, including:

• Heads of Service / Directors
• Service Design and CX leaders
• Business Change and Transformation leads
• Digital, Data and IT leaders
• Operational and contact centre leaders