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What Are Customer Forums in Social Housing?

The Housemark Customer Forums are back and this June, five specialist online sessions are ready for you.

2026 is a landmark year for social housing. Leaders, housing officers, data analysts, and practitioners are gathering across the UK’s biggest cities, diving into the talks, discussions, and debates that tackle the biggest challenges and opportunities facing the sector right now.

Housemark Customer Forums bring that same energy online. Built on the foundations of our Specialist Clubs and shaped around the realities of busy working lives, each forum gives housing professionals a dedicated space to collaborate, share insights, and work through the challenges that matter most in their area, whether that’s building safety, resident engagement, tenancy management, neighbourhood services, or voids.

Four sessions a year. Flexible, online, and built for the sector.

With more sessions and continued learning opportunities, let’s explore the summer Customer Forums event calendar:

Voids Forum — 2 June

Void management remains one of the most operationally and financially significant challenges in social housing. Every empty property represents lost rental income, increased maintenance risk, and a family waiting for a home.

This June, the session features a compelling dual perspective on improving voids standards. Lisa Gilbert, Head of Void Improvements at Notting Hill Genesis, will introduce NHG’s newly procured Empty Homes Refurbishment Framework, bringing fifteen contractors under one consistent approach to improve quality, efficiency, and lettable standards, reduce turnaround times, and align procurement with repairs. She’ll also share NHG’s plans to involve incoming tenants in choices before they move in. Joanne Perry, Void Repairs Manager at North Northamptonshire Council, will bring a five-year perspective on embedding a robust lettings standard — from the challenges at the outset, to achieving consistent quality with minimal complaints.

Building Safety and Quality Forum — 3 June

Social housing organisations are navigating a complex and fast-moving regulatory landscape when it comes to building safety and housing quality standards.

This June’s session, chaired by Siân Humphreys, Interim Director of Property at Bristol City Council, opens with a data-led overview from John Wickenden, Research Manager at Housemark, covering national trends in emergency hazards under Awaab’s Law, repairs performance, damp and mould, and tenant satisfaction. John Loney, Partner at Knights, will provide a practical legal perspective on navigating life-critical building defects under the Building Safety Act — covering remediation pathways, common barriers, and the evidence organisations need to progress cases confidently. Andrew Saunders, Operational Policy Advisor at the Building Safety Regulator, will round out the session with an overview of what qualifies as Higher-Risk Buildings and what organisations must demonstrate to evidence safe building management.

Resident Engagement and Satisfaction Forum — 9 June

Housing providers across the UK are working hard to meet rising expectations around transparency, accountability, and inclusion. With TSM data now firmly embedded in sector reporting and regulatory expectations continuing to rise, this forum provides the peer-driven, expert-informed space to move from reactive casework to proactive learning.

Michael McGuigan, Head of Customer Voice and Engagement at Gentoo Group, will share how Gentoo turns customer feedback into meaningful action — embedding a culture where listening drives real change, strengthens complaints handling, and builds genuine trust with residents. Elena Boyle, Complaints, CX Transformation and Change Leader at EVMB Consulting, will explore how organisations can transform their approach to complaints by building the right culture, capability, and behaviours — making complaints feel better for residents and easier for colleagues to handle well.

Neighbourhood and Community Forum — 10 June

Neighbourhood management professionals are navigating a growing range of complex challenges — from environmental issues and anti-social behaviour to community safety and supporting vulnerable residents.

This June’s session, chaired by Dawn Smithson, Head of Estates at Thirteen Group, brings together rural and urban perspectives to explore what works in practice. Paul Mallis, Strategy Support Officer, and Jane Ritchie, Interim Cleaner Communities Manager at West Lothian Council, will outline how their Don’t Waste West Lothian campaign and Litter Prevention Action Plan are reducing fly-tipping and improving shared spaces across dispersed rural settlements through strengthened service standards, partnership working, and active community groups. Fiona Maddick, Team Manager, and Solain Watson, Environmental ASB Admin Officer at Gateshead Council, will share their urban approach — tackling hotspots in tower blocks and end-lane environments through targeted action, resident involvement, and effective initiatives.

Tenancy Forum — 11 June

With housing need rising and tenant vulnerability increasing, tenancy management professionals are working harder than ever to provide the right support at the right time. The Housemark Tenancy Forum, chaired by Tawny White, Head of Innovation and Insights at Worthing Homes, is a dedicated peer space for tenancy officers, housing support teams, and neighbourhood managers.

This June’s session tackles one of the most complex and emotionally challenging issues in tenancy management: hoarding. Effective responses require a coordinated, compassionate, multi-agency approach that balances risk management with dignity and long-term engagement. Heather Matuozzo, Founder of Clouds End CIC, a pioneer in trauma-informed hoarding support since 2009, will explore how housing providers can work with residents for lasting, sustainable change — moving away from high-relapse cleans and towards more circular, empathetic solutions. She will also address the growing impact of Awaab’s Law and the value of trauma-informed approaches across housing services. Camilla O’Brennan, Multi-Agency Prevention Officer and Safeguarding Deputy at West Sussex Fire and Rescue Service, will bring specialist expertise in fire risk, vulnerability, and cross-agency safeguarding.

Why Join a Housemark Customer Forum?

These online sessions let you enjoy all the benefits of peer networking and expert insight from the comfort of your desk — or, because it’s summer, your garden.
Each forum runs four times a year, so whether you can make every session or just the ones that fit, there’s always an opportunity to stay connected and keep learning at a pace that works for your schedule. And the conversation doesn’t stop when the speakers do. Every session includes open Q&A and peer discussion — giving you the space to dig deeper, challenge ideas, and leave with clarity on what matters most to you.

Whether you’re a Housemark member or not, you’re welcome to join us. For just £400 + VAT per year, member organisations get access. Non-members can join for £600 + VAT. Alternatively, book to attend individual meetings for just £100+VAT per person. For further details, contact helen.williams@housemark.co.uk