Introduction

For our first in our 3 series exploring is your property data fooling you. In a world where everyone is drowning in dashboards, spreadsheets and “performance updates,” how do you actually know what your service is doing? And more importantly, how do you know if your perception of performance matches the reality your tenants experience?

Across a three part series we’ll explore how to connect perception with performance, separate genuine service signals from all the surrounding noise, and uncover the hidden patterns that shape tenant experience. From long-tail delays to untapped repairs activity data, we’ll show how the right metrics can reveal blind spots, challenge assumptions, and surface issues that traditional reporting often misses.

This series is all about transforming scattered datasets into a clear performance narrative one that helps landlords improve service delivery, boost customer satisfaction, and stay ahead of regulatory scrutiny. Because when your data finally joins up, everything else gets a whole lot clearer.

What the session will cover

· Triangulation – the goal for performance monitoring & management

· Reconciling Perception Metrics vs Performance Metrics

· Separating the Signals from the Noise

· Does your data provide a throughline or performance narrative?

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.