This February, the National Housing Federation (NHF) held their Board Leadership Conference and Convene Assure is pleased to have attended and sponsored this constructive event.
It opened with Chair Mark Easton’s remarks in which he commented on the current political volatility in the UK. He stated that:
‘But it is true that that while there are a lot of things to celebrate in terms of housing policy, there are significant challenges for boards. Turn on the radio this morning – disappointing growth figures pulled down by some terrible construction numbers. Confidence is not where it needs to be yet.’
The first talk was titled Beyond the headlines: understanding the political landscape to explore this lack of confidence.
Day 1
Beyond the Headlines: understanding today’s political landscape
Key Takeaways
During this discussion, the trio of panellists discussed the unsettled political environment and what that means for the housing sector.
Anoosh explored possible political outcomes and the conversation began with the sobering observation that public pessimism has deepened.
Ben highlighted the public’s frustration of institutional failures, not just at the national level but locally and used neglected potholes as an example of unpleasant living environments.
His latest project asked the question of ‘Who would you consider?’ He explained that 70% of voters were considering at least two political parties and well over 50% were considering three parties or more. This underlines the volatile and unpredictable electoral environment.
Contrastingly, Kate highlighted the establishment of the new National Housing Bank, the increased certainty about the regulatory environment (in terms of decency and energy efficiency standards) and the introduction of low interest loans.
Despite the unpredictable political environment and fragile public confidence, it seems that the housing sector has a rare window of stability. Now more than ever, boards and housing associations have a critical part to play in positively shaping and delivering for our communities.
The Speakers
- Anoosh Chakelian: Editor at the New Statesman and a presenter of the Westminster Reimagined podcast.
- Kate Henderson: Chief Executive of the National Housing Federation
- Ben Shimhon: Co-founder and Managing Partner of Thinks Insight and Strategy
- Chair: Mark Easton, Broadcaster and Author
How boards can drive delivery through partnership
Key Takeaways
Significant changes to the housing sector cannot be made without partnership. In this talk, Nick highlighted the CPI+1% rent settlement for 10 years which addresses the disparities in social rent levels. Additionally, he explored the £2.5 billion national low-interest loan scheme for housing associations which aims to speed up the construction of affordable social housing.
The government’s five-step plan for affordable housing involves grant funding, rent policy, new loan schemes, building safety, and partnerships. This requires a collaboration between housing associations, local councils and specific governmental bodies. Terrie emphasised that ‘Political support and political leadership, whether it’s a regional mayor or a local authority is really important.’
In a positive tone, Pat highlighted that:
‘And I think most politicians do want to see delivery, they want see a difference for their communities and places and that’s the big strength that this sector has – that ability to be able to act as champions of your communities but also to really provide a visible difference on the ground.’
Boards can prepare by:
- Reviewing 5–10-year strategic priorities
- Balancing investment in existing stock vs. new developments
- Identifying regeneration and new build opportunities
- Engaging with regional teams and local authorities
- Exploring blended funding approaches (grants, loans, land, private partnerships)
The Speakers
- Terrie Alafat CBE: Chair of Riverside Group
- Nick Burkitt: Deputy Director of Affordable Housing Regulation & Investment in the Ministry of Housing
- Pat Ritchie CBE: Chair of Homes England
- Chair: Mark Easton, Broadcaster and Author
Insight that Delivers: learning from complaints
This talk focused on discussing complaint handling with panellists from housing providers, the Housing Ombudsman, and resident leadership. This provided boards and leadership teams with a clear understanding of current challenges, good practice and opportunities for strengthening complaint culture within organisations.
Key Takeaways
The panel discussed governance, oversight and culture. As the ‘conduit’ between Aileen’s board and organisation, she shared some insight on how they deal with complaints. Quarterly meetings focus on understanding complaint numbers, trend analysis and communication – most complaints were rooted in poor or inadequate communication. The panellists agreed that accountability is critical in leadership positions.
Dealing with complaints can be improved by:
- Giving quality information to boards and the relevant committees
- Exploring AI tools to support efficiency and clarity with human oversight
- Focusing on customer experience and outcomes, not just compliance
- Monitoring themes and reoccurring complaints
Overall, a housing association’s complaint handling is central to the tenant experience and regulatory compliance, and boards can heavily shape its methods.
The Speakers
- Aileen Evans: Chair of the Customer Experience Committee at Curo Group
- Verity Richards: Head of Dispute Support for Housing Ombudsman
- Judith Tomlinson: On the Resident Committee for Ongo Homes
- Chair: Jo Allen, Harrogate Flower Fund Homes / National Housing Federation
Getting governance right to prevent failing your residents
Governance, whether it’s good or bad, cannot be separated from a tenant’s experience. In recent years there’s been a stronger emphasis on cultural change, oversight, and accountability.
Key Takeaways
Consumer standards provide a risk framework grounded in tenant experience. The consensus for this talk was that having the right data and responding accordingly is the foundation of good governance and safety. Donna noted that customer committees (led predominantly by residents) and allowing for resident scrutiny can positively impact leadership focus.
Yvonne highlighted the importance of:
- Restructuring committees
- Clearer, evidence-based oversight
- Stronger board–executive relationships
- More diverse, skills-balanced boards
- Cultural resets alongside structural reform
To prevent housing associations from failing residents, strong governance requires listening, challenges and learning to improve and a successful housing organisation places residents at the centre of their decision-making. This begins at the board level.
The Speakers
- Yvonne Castle: Chair of Railway HA
- Donna Cezair: Chair of ForHousing
- Kate Dodsworth: Chief of Regulatory Engagement
- Chair: Alison Inman, Chair of TPAS
Labour market in England: impact on the social housing sector
England’s social housing sector is entering a period of challenges that are driven by skills shortages, rising labour market pressures and national housing targets. This panel consisted of leaders in construction, housing associations, and youth employment to explore how the sector can respond to the evolving labour landscape.
Key Takeaways
In the housing sector there is a pressure to maintain and retrofit existing homes, deliver significant number of new homes and increase the number of those with specialist skills.
Andy shared his concerns, stating that 20% of the workforce is approaching retirement and urged for programmes to fill the skills gap.
Andy’s Three Areas of Focus:
- Attracting and retaining people
- Challenge outdated perceptions of construction
- Highlight the various of roles in construction
- Promote long-term progression
- Emphasise societal value of housing careers
- Opening non-traditional routes
- Target underrepresented groups
- Support career changers
- Offer flexible entry routes and placements
- Strengthening partnerships between institutions and employers
- Closer alignment between FE colleges and industry needs
- Stronger employer engagement
- Adapt training to emerging technologies and Modern Methods of Construction (MMC)
Boards of housing associations can consider questions like ‘How do we communicate beyond data?’ and ‘How do we build emotional connection and trust?’ Building a community is vital for progressing this sector. Listening and talking to residents, locals and engaging with the youth can lead to tangible progress in the housing labour market.
The Speakers
- Andy George: Director of Industry Attraction and Skills of Home Builders Federation
- Carol Lynch: Chief Executive at Construction Youth Trust
- Mike Kirk: Chair of the Hyde Housing Association
Day 2
Day 2 of the Board Leadership Conference was a continuation of understanding the economic and political climate, new regulations, artificial intelligence (AI), community and social purpose.
Connecting the dots: housing and the wider economy
Key Takeaways
The beginning of this talk provided context about rising costs that affect decisions, development and investment and emphasised that access to grants and low-interest government loans are becoming central to delivering new homes. Moreover, they acknowledged the labour shortages and market uncertainty.
During this time, boards need to maintain their social purpose. This ensures that the decision-making process considers the current and future tenants. Boards should also aim to strengthen relationships with councils, Greater London Authority and the wider government. This is key to unlocking funding, accelerating decisions and moving past barriers. Now is the time to look at long-term strategies.
The Speakers
- Caroline Corby: Chair at Peabody
- Hannah Peaker: Deputy Chief Executive at New Economics Foundation
- Andy Smith: Chartered surveyor at Savills
- Chair: Mark Easton, Author and Broadcaster
Beyond Westminster: boards at the heart of local influence
Key Takeaways
Devolution is uneven in England with around half the population now covered by mayoral authorities and many elections have been delayed. Now that the government is prioritising local government reorganisation (LGR), this impacts the housing sector as areas undergoing LGR may face operational strain that affects the housing sector’s ability to execute decisions.
As a result of this, trust and long-term collaboration is crucial between organisations and political bodies. Housing associations can also work collectively to provide mayors with a unified message and smaller associations can form local partnerships to contribute local knowledge.
Boards should ask executives about risks, opportunities, milestones and alignment with their social purpose with devolution and LGR. Emphasising the value of collaboration enables teams to work cooperatively. Lastly, by preparing robust evidence of priorities, boards and staff can maximise the quality of their engagement with local government and stakeholders when the meetings do occur.
The Speakers
- Leann Hearne: Board member at Yorkshire Housing
- Akash Paun: Programme director at the Institute for Government
- Cath Purdy: Chair of Great Places Housing Group
- Chair: Mark Easton, Author and Broadcaster
Awaab’s Law phase one reflections and preparing for phase two
Key Takeaways
In light of Awaab’s Law, that has been effective from 27 October 2025, John and Kai highlighted the importance and seriousness of tenant complaints.
In response to Awaab’s tragic passing, boards should take the time to reflect on their organisation’s practices and where they have fallen short. This includes examining responsiveness and communication. Organisations should look for weaknesses such as delays, poor tone when responding to tenants, lack of staff awareness and poor internal communication.
Additionally, boards should aim to encourage resident engagement so they can provide early warning signs and share their lived experience which can shape the organisation’s methods. Improving communication ensures that the complaints process is timely, clear, informed and respectful towards residents. Lastly, tenant feedback, complaints data and panels can provide boards with a clear understanding of trends and gaps that need urgent attention.
John suggested that individuals on boards and staff from housing organisations should ask themselves:
“How would we know if we’ve received an Awaab’s Law complaint if it didn’t include the phrase ‘Awaab’s Law,’ today?”
Awaab’s Law
From 27 October 2025, social landlords must address all emergency hazards and all damp and mould hazards that present a significant risk of harm to tenants within strict timeframes. Currently, the regulations will be extended up to 2027.
The Speakers
- John Hoarey: Housing Ombudsman Service
- Kai Jackson: Special Membership Projects Lead at TPAS
- Chair: Faith Locken MRICS, Moat Homes / RHP Group
Creating a culture of curiosity to navigate digitalisation and artificial intelligence (AI)
Key Takeaways
It’s hard to ignore the impact AI has had in many areas of life. During this presentation, Claire and Arturo walked the audience through the advantages of using AI in the housing sector.
They highlighted the need for data protection to ensure that sensitive information is secure, establishing an inventory of AI uses in order to keep accountability and suggested integrating AI oversight into data leadership groups alongside the need for human oversight.
AI should be treated as a principal risk, reviewed quarterly with transparent reporting to audit and risk committees. Boards should set clear ambitions whilst being responsible and ethical. Does your board use AI? Are there training sessions and hands-on demonstrations that help board members to understand its potential and limits?
As boards play a central role in delivering for tenants, it’s vital that the right information is relayed to leadership. Arturo presented Convene as a safe option for administrators, directors and executives in the housing sector. With Automated Minutes and an AI Companion, Convene is a streamlined, AI assisted board portal for good governance.
With Automated Minutes, Convene can turn transcripts into editable and polished meeting minutes with ease. This means that decisions and action items affecting tenants and the overall organisation can be carried out swiftly.
Board packs in the housing sector are often lengthy. The AI Companion ensures that key data is prioritised. Asking the right questions can present the relevant information with ease. By using AI in a secure platform, sensitive information is also protected which ensures that housing organisations are operating within compliance measures.
The Speakers
- Arturo Dell: Consultant at Azeus UK
- Claire Hyland: Director Data, Analytics and AI, Sovereign Network Group (SNG)
- Chair: Dr Jaz Saggu: Watmos Community Homes
Conclusion
The Board Leadership Conference highlighted that the social housing sector is operating within a politically volatile and socially tense environment. However, it can benefit from long term policy stability and clear regulatory direction.
The housing sector now has tools like rent policy, funding programmes, and clearer standards that enable confident, strategic decision-making. Boards must prioritise transparency, data quality, early resolutions, and integrate resident voices to maintain trust and meet heightened regulatory expectations.
Lastly, workforce pressures remain a challenge. Skills shortages and the demands of NetZero retrofitting require organisations to invest in long term talent pipelines, apprenticeships, and stronger partnerships with education and training providers.
Overall, this Board Leadership Conference was an event that brought proactive members from all areas of the housing sector together. This allowed experts and board members to learn and share innovative ways to prepare boards for the current and future climate.
After hearing thought-provoking discussions about collaboration and partnership, AI and navigating new economic developments and policies, the housing sector is now more equipped to push for change and deliver for tenants.
Convene Board Portal
Convene is a board portal that is trusted by over 200 housing associations to enhance their board management. It allows boards to organise the agenda and board pack with ease to handle the latest governance expectations. Book a demo to explore how it can transform your board!
Convene Assure
If you’d like to explore a more efficient method of board evaluation that leads to improved governance, we’re inviting you to join our free Housing Board Association Cohort.
We are recruiting small & medium housing associations wanting to evaluate their main board this year. CEOs, Co-Secs, Chairs & Governance leaders can apply and nominate their main board.
Please note that spots are limited so if you want to stay regulation ready with Convene Assure, book a meeting now!
- Connect:
-
