By the time performance data reaches a board pack or dashboard, it’s often been smoothed, averaged and tidied into something that feels reassuringly simple. But simplicity can be deceptive. When you rely on averages, you risk masking the very issues that most need attention, the outliers, the inconsistencies, the friction points that quietly shape customer experience long before they show up in satisfaction scores.

Session Three is all about challenging that comfort zone. We’ll unpack why “normal” is rarely normal in operational services, and how averages can distort the true story of repairs performance and customer satisfaction. More importantly, we’ll explore the alternative: richer, more nuanced metrics that illuminate the hard to reach problems, the hidden inefficiencies, and the real drivers of variation across teams, neighbourhoods and service lines.

Our final session which will bring this series to a close will show how the right data cuts through false assumptions, reveals what’s really happening on the ground, and empowers organisations to act with precision rather than instinct. When you move beyond averages, you stop guessing and start managing performance in a way that’s genuinely aligned to tenant experience.

What the session will cover?

· Impacts on Repairs Performance & Customer Satisfaction

· Why “normal” isn’t normal

· Utilising better metrics for better performance

· How the right data insights help tackle “hard to reach” problems

Our speaker

Paul O’Neill from NolijWork.

Paul isn’t just a data expert, with more than 35 years in the IT world - he’s the guy who turns messy operational spaghetti into slick, insight-led service delivery. As cofounder of NolijWork, Paul helps organisations use data science to transform the way critical services run. In social housing, that means shining a light on the big hitters: Repairs, Voids, performance bottlenecks, and even the untapped gold hidden in open-source datasets like Tenant Satisfaction Measures.

Who should attend?

This session is ideal for anyone responsible for understanding, improving, or assuring repairs performance within housing association leadership, including:

Repairs and maintenance managers, asset and property leaders, performance, BI and data teams, customer experience and tenant engagement teams, operational directors and senior leaders preparing for regulatory scrutiny and assurance reporting.

Anyone curious about how better metrics and smarter analysis can transform repairs outcomes. This is also relevant to business intelligence and data teams so that they can challenge and support their business.

Delegate fees

Free for DIN members to attend as part of your subscription.