This is the first in a series of 'hot topic' webinars focusing on tackling urgent, complex issues affecting the customer experience in social housing.

As organisations amass data and increasingly rely on knowledge-based decision-making, the challenge lies in converting this vast wealth of information into actionable insights.

This roundtable style session will consider the Housing Ombudsman’s Knowledge and Information Management (KIM) report due to be released in January 2025. Exploring how well KIM strategies are working across the social housing sector, and asking:

• Are housing providers truly capturing the knowledge that exists within their organisations?
• How do they turn data into actionable information that improves customer experiences and mitigates risk, particularly around complaints?

What the session will cover:

A panel of carefully selected experts, will:

• Consider the findings from the IHO report on KIM.
• Highlight real-world scenarios where poor KIM has significantly impacted customer experience or outcomes.
• Share best practices for integrating data and knowledge to drive service improvement.
• Guide attendees in defining their next steps toward an effective KIM strategy.

About our Panel of Speakers:

Chris Herbert, Director of Customer Service - Service Delivery at Openreach
Chris is an award-winning CS professional with extensive experience in managing service delivery at scale. As the Director of Customer Service at Openreach, Chris has demonstrated exceptional skills in handling high volumes of customer complaints efficiently while ensuring continuous improvement in service quality. He has expertise in transforming customer feedback into actionable insights.

Polly Cox, Sector Learning and Development Manager – Housing Ombudsman Service
Polly is a passionate and highly motivated professional with over 25 years of experience in the social housing sector. Her career spans diverse areas, including housing management, regulation, policy development, research, project management, data protection, resident influence, and complaints management.

Clare Paterson, Author and Consultant at CP Data Protection
Clare is a leading data strategist and advocate for data protection professionals in the social housing sector. With over 25 years of experience in quality assurance, risk management, and data management, Clare draws on her deep expertise to help housing providers harness data in ways that build trust and fulfil their social purpose.

Clare is the author of A Practical Guide to Data Protection in Social Housing, published by Law Brief Publishing, which reflects her extensive experience working in and with housing landlords.

In 2024, Clare launched the DiSH – Data in Social Housing Network, a vibrant paid community dedicated to connecting purpose-driven professionals who are passionate about leveraging data for good. Clare’s mission is to inspire collaboration and innovation, fostering a culture of trust and integrity in data management across the sector.

Who should attend?

All senior leaders are responsible for the customer experience and KIM is key to ensuring customer centricity. This roundtable equally applies to SMT, Exec and CEO's with a curiosity and drive to improve the customer service culture in their organisation.