The walking dead - slaying housings zombies .

To kick start 2026 DIN is hosting a series of 3 webinars debunking some of the myths about how we lead and manage including - the myth of customer feedback, KPIs and managing performance. Each speaker will set out the reasons why they think we have zombies in our systems but more importantly how to slay them and get better methods to ensure they don't rise again.

Introduction: The Challenge

Housing leaders face an uncomfortable paradox: performance dashboards can show 'green' whilst resident satisfaction plummets and complaints soar. Despite hitting targets for response times, call handling, and process completion, the Housing Ombudsman reports a 474% increase in complaints since 2019-20.

Traditional KPIs measure activities rather than outcomes. This approach – rooted in 50 years of industrial thinking designed for widgets, not people-centred services – creates a vicious cycle where organisations make waste work happen faster rather than eliminating it. With up to 80% of resident contact representing ‘Service Waste’ from previous ineffective interactions, leaders recognise something is fundamentally wrong with how they measure performance, but struggle to understand what needs to change and where to start.

What you'll learn

In this webinar, housing leaders and executives will discover how to build a better set of KPIs that drive resident outcomes whilst reducing costs:

• How to identify Service Waste in your current operations
• The evidence-based approach to transforming KPIs
• What Effective Service KPIs look like in practice
• How to break the service waste-KPI vicious cycle
• The commercial and regulatory case for change

About our Speaker: Sean Keane, Co-Founder & MD Service Economics

Sean has led, grown, and sold CX technology and consulting businesses, with deep expertise in operating model design, technology and process. He has delivered complex programmes and led teams for organisations including Davies Group, Ember and Capgemini, working on behalf of brands such as RSA, Tesco, BUPA, The British Council, Thames Water, Disney Channel and HMRC. A certified Customer Experience Professional (CCXP), PRINCE2 qualified and a practitioner of Systems Thinking methods, Sean has also pioneered the use of Digital Twins for Organisations (DTO) in large-scale operating model, process and IT transformation programmes.

Delegate fees

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