Agenda

Accent has taken control of its digital future, rebuilding systems in the cloud with low-code speed and technical engineering for complex needs. A decoupled architecture delivers flexibility, integrating best-of-breed tools without lock-in, while its teams have been upskilled in APIs, JavaScript and Azure , supported by pipelines, security and external expertise. Cultural change (incl. Agile methods, full code ownership and vendor independence) has created a pragmatic foundation for sustainable innovation. Hear Accent’s story and lessons learned.

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Join us for an honest conversation about what's actually working in housing finance. Rob Jeffreys, head of income from Karbon Homes, will be sharing how their partnership with Access PaySuite has delivered a £200,000+ arrears reduction in 12 months, including a look at the barriers that were overcome and the measurable RoI. Discover how finance teams are using AI and automation to protect income and unlock capacity without compromising care or compliance. Expect practical insights, real outcomes and actionable strategies from this peer-led discussion.

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Aico will cover Awaab’s Law and demonstrate how housing providers can use data insights to maintain regulatory compliance. This session will explore how housing providers can transition from a reactive to a proactive approach to repairs while looking ahead to this year's additional Awaab’s Law hazards. We will also consider the causes and impacts of damp and mould, and how collaboration with residents can promote safer, healthier homes.

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Join us to explore some hands-on approaches for building a strong data culture. We’ll discuss practical strategies to overcome barriers and concerns around data, fostering trust and building confidence in using data effectively. Learn how to support the development of data skills across teams and embed a mindset where data is seen as a shared asset, driving better decisions and customer-focused outcomes.

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This session challenges the myth that AI will take our jobs and shows how AI can instead positively transform them. I'll demonstrate how AI-driven impact analysis, code checkers, document validation and vibe-coding are reshaping Dynamics 365 CE & F&O development. Expect live demos (and a prayer to the demo gods) as I share a mindset that any organisation can adopt to reduce manual effort and unlock strategic value.

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Using an off the shelf vehicle telematic AI to streamline Health and Safety reporting and training within a Direct Services Organisation. Let AI deal with the boring bits of van tracking to highlight the essential and manage critical risk.

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Artificial intelligence is transforming industries with speed and efficiency, but it’s not a complete substitute for human expertise. In a fast-moving world, human knowledge, critical thinking and attention to fine details remain essential for accuracy, ethics, and innovation. This presentation explores how AI and human skills complement each other, ensuring technology enhances rather than replaces the nuanced judgement and creativity that only people can provide.

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Synopsis to be confirmed

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For social housing contact centres, regulatory pressure is rising fast, alongside tenant expectations and agent workloads. What if the answer is already in your conversation data? This session explores how forward-thinking teams are using conversational AI to analyse interactions, surface themes, spot emerging issues and create clear audit trails. Learn how to improve service consistency and empathy, support vulnerable tenants and turn insight into regulatory readiness.

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Faced with the urgent replacement of our ageing contact-centre system, we used the moment to accelerate our wider 'fit for the future' transformation. Within just four months, we implemented a new platform while redesigning ways of working, co-building solutions with our frontline teams. The early outcomes include call-waiting and wrap-up times cut in half, video diagnostics for damp, mould and emergency repairs, improved first-time-fix rates and increased staff and customer satisfaction.

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Without a central authority, we risk 'IT sprawl', a chaotic mix of overlapping systems, duplicated tools and inconsistent designs, and that's what our technical design authority (TDA) is here to prevent. Without our TDA, things stop working well together, costs rise and innovation slows. As AI becomes more prominent, these risks will compound and the need for this authority is greater than ever. We'll also be discussing how our TDA can become an 'AI council' for the organisation.

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Delivering awesome housing services isn’t just about digital transformation, it’s about balancing both sides of the equation. This session explores three key areas shaping housing’s future. Hear about how native mobile apps can elevate residents' experiences and community engagement, how advanced property and asset management can enable smarter planning and investment, and how a spark of innovation, curiosity and AI can truly accelerate your digital journey!

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Saxon Weald partnered with Infinity Group to transform its customer contact management using AI and Microsoft Dynamics 365. Previously, emails were spread across 18 inboxes, causing inefficiency and compliance risks. The BRIK Housing AI Smart Assistant now centralises enquiries, categorises and routes them, and creates cases with tenancy data. The outcome is full visibility, faster triage, smoother complaint handling and more than 19,000 emails processed within weeks for the organisation overall.

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Facing regulatory scrutiny and rising consumer expectations, Central Bedfordshire Council made the bold decision to replace its legacy housing management system. In this session, Gurminder Singh, the council's business transformation manager, shares a candid and practical account of the council’s digital transformation to MRI Housing One, covering the lessons learned, data and compliance challenges, and how modern technology is reshaping tenant engagement, transparency and service delivery at scale.

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Ian Cresswell and Steve Nichol will talk about Magenta’s ambitious transformation programme supporting its corporate plan ‘The road to 2030’ and its plans for 2026 and beyond. They will outline their approach to organisational design, change management and programme delivery, and showcase some quick wins such as video remote assistance. They will talk about their successes so far and the challenges associated with delivering a multi-faceted transformation programme at pace.

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Data management is a strategic priority in social housing. This session explores how better data management and governance can transform housing organisations, from improving services and tenant trust to ensuring compliance and efficiency. Drawing on fresh 2025 sector research and a real-world case study, we’ll highlight common data challenges and success strategies. Attendees will gain actionable ideas to elevate their data-quality initiatives and drive better outcomes for their organisation and their residents.

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Preparing for Awaab’s Law in October 2025, mhs homes’ Proactive Intervention Team partnered with Business Improvement and Digital Development teams to co-create a Microsoft Power App. Built in-house through an iterative, collaborative approach, the solution is cost-effective and fully owned by mhs homes. It streamlines case management, automates Surveyor inspections, and enhances reporting, initially for damp and mould, with future capability for all Housing Health and Safety Rating System categories

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Cloud consolidation has turned productivity and identity platforms into prime targets, concentrating risk in unexpected ways. Attackers exploit human behaviour, collaboration sprawl and interconnected workflows, while traditional security models lag. This session analyses the structural forces reshaping cyber-risk in Microsoft-centric environments, focusing on identity compromise, behavioural variance and operational complexity. Attendees will find out about governance models to measure and reduce human-layer risk, supporting interoperable cloud security that improves visibility efficiency.

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BPHA set out to create a future-proof, integrated IT strategy focused on customer outcomes. Leveraging Microsoft Dynamics, SharePoint and Power Pages, it created a robust document and records management strategy. Discover how BPHA consolidated and classified its information using smart architecture and AI with direct integrations with Dynamics and Power Pages, thereby enriching its tenant portal, improving access to key documents and reducing contact-centre demand.

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With housing providers facing heightened accountability from Awaab’s Law, Ombudsman scrutiny and statutory timelines, this session explores why all-in-one platforms alone can’t meet today’s regulatory demands. It introduces 'connected intelligence' as a strategy to balance a stable core system with specialist tools that deliver deeper data, stronger audit trails and actionable insights. Attendees will gain a practical framework for building an integrated, future-ready technology ecosystem that protects residents and organisations alike.

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This presentation will explore the critical lessons learned during NPH’s ongoing data and technology journey. It highlights the challenges and successes in areas such as data quality, new system adoption, reporting quality, external validation and stakeholder engagement. The session will also outline how these experiences informed the development of a new data strategy, beginning with robust data governance and data quality frameworks as the essential foundations for driving cultural change and meeting regulatory requirements.

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The future of customer and colleague experience across many parts of social housing will be digital. This talk will therefore provide an overview of Places for People's ambitious new digital foundations, incl. cloud migrations and at-pace digital & data transformations. Unsurprisingly, it hasn't been plain sailing so I'll be sharing the pitfalls we encountered and the painful lessons we learned.

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With the playfully ironic title of 'Play less golf', Jon Cocker, CIO at Platform Housing Group, explores how artificial intelligence could reshape the housing sector. From enhancing customer experience and strengthening stakeholder trust to supporting colleagues across every role, AI promises both opportunities and challenges. This speculative talk takes a forward-looking view of the digital horizon, asking how housing providers can adapt, innovate and prepare for the significant changes technology will bring.

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An exploration of how the rapid development of AI brings opportunities while also amplifying cyber risks. What cyber-security strategies should the housing sector apply today to defend itself, and what vulnerabilities is it facing because of AI?

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A presentation to explain the ICT and Data challenges in implementing, a new outsourced Repairs & Maintenance service and Grounds Maintenance service, both live in early 2026, while starting a project to replace our HMS, by early 2028! For a medium sized HA the challenges coming from significant business process changes are huge, especially when several come along at the same time. What are the technology, data and business challenges?

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In this talk, we'll show how Saffron Housing has gone beyond 'engagement' and into proper, in-depth tenant research that reveals what’s really going on in our complaints journey. We'll share how we turned those insights into clear actions, improved processes and better experiences, and how we’re using this work to influence teams, spread the message and nudge the whole organisation toward more tenant-focused thinking and behaviour.

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As housing providers face mounting challenges, from regulatory compliance under Awaab’s Law to the looming PSTN switch-off and its effect on telecare, the need for proactive, data-driven strategies has never been greater. Social Telecoms’ HappyIoT service delivers a sector-specific approach built on three pillars: data, devices and automation. This session will demonstrate how HappyIoT transforms housing operations through 'a single pane of glass' dashboard, giving housing providers complete visibility and control over all their IoT devices and data streams. We’ll share practical insights on integrating smart sensors, leveraging real-time data and automating responses to hazards, all while simplifying compliance and improving residents' well-being.

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AI in housing promises decentralisation, giving colleagues the tools to innovate beyond IT, yet trust is a crucial component. This session explores how ethics, governance and engagement shape citizen development from the ground up, and asks whether our housing colleagues be trusted with AI? We’ll examine how to empower responsibly and build community trust rather than risk.

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This is the story of Sovini's transition from long‑standing legacy housing management systems to a modern, hosted platform. It charts our motivations for change, the complexity of migrating decades’ worth of data, the technical and organisational challenges encountered and, equally importantly, the lessons learned that can guide our future transformation projects across Sovini Group.

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Tenant data breaches don't just disrupt operations, they compromise residents' safety and destroy trust. This session covers the ransomware threats targeting housing providers, practical steps to strengthen your security posture and how to meet compliance requirements without halting operations. Leave with a clear roadmap: what to do this month, what to plan next quarter and how cyber risk assessments identify vulnerabilities before they become problems.

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Explore Torus Housing Group’s cyber-security journey, from assessing risks to prioritising actions and implementing effective controls, despite limited resources. Gain practical insights, discover real-world experiences and learn our rationale behind our key decisions. Whether starting out or strengthening your defences, this session delivers actionable strategies and down-to-earth advice to help you improve your cyber-resilience, regardless of budget size.

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WCHG’s transformation journey continues along the Salesforce trail with a bold new chapter: a bespoke self-service app co-designed with customers. Rather than relying on an out-of-the-box solution or even Salesforce’s own Experience Cloud, we’ve built something familiar, intuitive and integrated. It’s software that feels more like what people use in their daily lives. This talk explores how customers shaped the direction and what this means for our future housing services.

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Discover how NEC is applying AI to improve services across social housing, from preventing arrears to predicting damp and mould, identifying vulnerabilities and automating compliance. Kay Aston and Zarrar Yousaf showcase NEC’s latest AI project targeting repeat contacts and unresolved complaints. Using AI‑powered tenant summaries, automated action creation and intelligent outcome tracking, the solution enhances customer experience, increases transparency and supports faster, more informed decision‑making in high‑pressure environments.

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Housing providers are under pressure to deliver more with less but many are held back by siloed systems, ageing stock and reactive maintenance models. This presentation from Totalmobile explores how a fully-integrated digital ecosystem can streamline operations, improve first‑time‑fix rates, reduce emergency callouts and establish a foundation for predictive maintenance. Using the Totalmobile capability framework as an exemplar, we’ll walk through how mobile workflows, unified work order management, asset lifecycle intelligence and risk‑based insights combine to create a seamless operational spine that strengthens compliance, improves efficiency and enhances residents' satisfaction.

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In 2023, whg embarked on an agile journey to transform and then incrementally improve customer experience (CX) through its omni-channel offer. A key enabler for its 2030 plan and TSMs, whg has seen improvements in CX and colleague satisfaction. Due to rapid changes of technology and legacy systems, it has continually reviewed and adapted this offer, with successful colleague adoption a critical success factor.

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