The Social Housing Round Table

A tenant reports a leak. She uploads photos, explains she has a young child, and flags that she is worried the ceiling might collapse. A week passes. She hears nothing. She chases - online, by phone, in person. The repair team eventually come out, leave her some buckets, and advise her to keep containing the water. More of the ceiling falls. The light fittings fill up with water. She is told the flat is still liveable. The hotel she is offered is miles away and she does not drive. From the organisation's perspective, the process was followed. The case was closed. And yet the experience failed - completely. That gap between what a landlord thinks it delivered and what a tenant actually felt is, as Oliver Goldring puts it, customer experience. And it ended up in the media. In the first session of the Social Housing Round Table's new People and Culture stream, Matt Baird is joined by Oliver Goldring, Head of Digital, Design and Communications at Magna Housing and author of Listen, Act, Change, for a candid and practical conversation about service design - what it actually is, why the sector has normalised poor design without realising it, and what it would take to genuinely change. The conversation covers the difference between process mapping and customer journey mapping, why so many organisations are confusing the two, how technology has come to define services rather than support them, and what Oliver calls the uncomfortable truth: that in housing, there are thousands of Sarahs because services were never designed to actually work. Big thank you to Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

Most tenancy breakdowns don't start with a tenancy issue. They start with a noise complaint, a parking dispute or a falling out between neighbours - something that, with the right intervention at the right time, might never have escalated at all. In episode 222 of The Social Housing Round Table, Matt Baird is joined by Kim Logan, MD of ADR Mediation and Training CIC, for an honest and practical conversation about what happens when conflict in a tenancy goes unmanaged, and why mediation is so often the last tool reached for rather than the first. The session explores the ripple effect of unresolved neighbour disputes, how a single complaint can quietly spread into community tension, repeat contacts, and eventually enforcement action - and what a different approach might look like. Kim also shares why Conflict Resolution Week exists, and what she hopes it will shift across the sector. With contributions from tenants, housing officers and local authority professionals in the room, this is a session that covers the full picture - and raises some important questions about how the sector currently responds to conflict, and how it could do better. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

Electrical safety in social housing has, for a long time, sat in the shadow of gas safety. Everyone knows the annual gas check. Far fewer give the same weight to electrical installations — installations that can harbour serious, hidden faults and show no outward signs of danger whatsoever. That is beginning to change. New regulations are now coming into force that will require all social housing providers to have electrical installations inspected and tested every five years — and to get a copy of the certificate to tenants within 28 days. In episode 220 of The Social Housing Round Table, Matt Baird is joined by Martin Simmonds, Head of M&E at a large housing association and Chair of the Electrical Safety Roundtable's Social Housing Subgroup, and Lana Adkin, Communications Officer at NAPIT and secretarial support for the ESR. Together, they walk through what the new regulations actually require, what the biggest operational challenges are, and how the Electrical Safety Roundtable has been working to support both landlords and tenants in meeting them. The conversation covers what an electrical inspection involves and what the report codes mean, the scale of the access problem facing the sector, the free tenant education resources the ESR has developed — including an EasyRead document co-produced with adults with learning disabilities — and the thorny question of who is responsible when things go wrong. It is a practical, grounded conversation on a topic that carries real consequences for residents living in social housing across the country. Well worth your time. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

Trigger warning: this session includes detailed personal testimony of domestic abuse and coercive control. What do you do when you can't reach for your phone? When someone has taken it, or when reaching for it would put you in more danger than staying silent? That was the question Katy Longhurst asked herself. Not as a thought experiment — but living through years of coercive control, surveillance, stalking, and violence at the hands of an ex-partner who had the training, the resources, and the determination to make sure no one could help her. Her panic alarm was eventually disconnected. The police logged 169 separate incidents, each handled in isolation, none of them connecting the full picture. So she built something herself. Using her background in smart buildings and IoT, she created AskJoan — a cloud-based system that detects unusual power surges from everyday household appliances. In this conversation, Katy joins Matt Baird at the Social Housing Round Table to share her full story — and to explore what it means for the housing sector, for local authorities, and for the thousands of people living in social housing who may be experiencing domestic abuse right now without anyone knowing. This session covers: The realities of coercive control and how it escalates long before it becomes visible How AskJoan works and what it requires to be deployed The funding and commissioning landscape, and why the biggest barrier isn't the technology What housing providers and local authorities can do, practically, to support victims Why detection and awareness must come before the crisis point The relationship between the sector, the police, and the tools available Also joining the conversation: Evie, Domestic Abuse and Exploitation Research Associate at AskJoan, and Lucy Burton, Business Development and DA Specialist at Viviplu. A candid, important, and at times deeply affecting discussion. If you'd like to learn more about AskJoan or enquire about the 50 free pilot licenses currently available, contact the team via LinkedIn or email lucy.burton@viviplu.co.uk Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

In this Social Housing Round Table session, hosted by Matt Baird, we were joined by Dr Eve Blezard from the Chartered Institute of Housing to explore whether the Decent Homes Standard can act as a meaningful framework for healthier homes. The discussion brought together more than 90 people across the sector to consider what “decent” really means in practice and how standards can evolve to better support resident health and wellbeing. Dr Blezard shared insight into the challenges around communication, individual needs and interpretation of the standard, while also highlighting the importance of collaboration across the sector. The conversation also examined the role of housing providers, policymakers and partners in reducing waste, improving outcomes and ensuring that the next phase of the Decent Homes Standard genuinely supports healthier living environments for residents. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

In this Social Housing Round Table session, hosted by Elaine Middleton, we were joined by Mags Pearson, Senior Consultant at DTP, to explore what providers need to be doing now in response to STAIRs. The conversation focused on the Social Tenants Access to Information Requirements and what they mean in practice for landlords. Mags provided clear insight into regulatory expectations, the importance of transparency, and the systems and cultural shifts required to meet the new requirements effectively. The session examined what good preparation looks like, how organisations can move beyond compliance towards genuine openness, and why getting ahead of the curve now will matter in the months ahead. A practical and timely discussion for housing professionals responsible for governance, compliance and tenant engagement. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

In this Social Housing Round Table session, hosted by Elaine Middleton, we were joined by Paul Berney from TSA to discuss how landlords and providers can prepare for the UK’s digital switchover. The conversation explored what the switchover means in practice, the risks of inaction, and the potential impact on residents who rely on technology-enabled care and telecare services. Paul shared clear insight into timelines, responsibilities and the importance of planning early, while emphasising the need to keep residents at the centre of decision-making. This session is essential viewing for housing professionals who want to understand their role in the digital switchover, reduce risk and ensure residents remain safe, supported and informed. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

In this Social Housing Round Table session, hosted by Elaine Middleton, we were joined by Graham Wellard from CMSG to explore the realities behind anti-social behaviour data. The conversation unpacked how ASB is recorded, interpreted and often misunderstood, highlighting the gaps between reported data, lived experience and frontline practice. Graham challenged assumptions around what the numbers really tell us, the risks of relying on data without context, and the importance of professional judgement in decision-making. This session offers valuable insight for housing professionals seeking to better understand ASB trends, improve responses and ensure data is used as a tool to support people, not obscure the reality on the ground. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

In this Social Housing Round Table session, Matt Baird hosts a wide-ranging and reflective discussion with The Social Housing Round Table's Head of Partnerships, Elaine Middleton on the issues shaping social housing as the year draws to a close. The conversation explores what has stood out across recent Round Table discussions, the pressures facing organisations and leaders, and where there is cautious optimism for the year ahead. Participants reflect on lived experience, sector challenges and the importance of collaboration, honesty and shared learning in navigating ongoing change. A thoughtful session that captures the mood of the sector and offers space to pause, reflect and look forward. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

In this episode of The Social Housing Round Table, Becky Tucker joins Matt Baird to walk us through the latest Social Housing Sector Risk Profile. Becky offers a deep dive into the sector's evolving challenges, from financial viability to tenant safety, and reflects on what housing providers should truly be focused on as we head into 2026. If you’re in leadership, compliance, or governance, this is essential listening. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

In this Alertacall-sponsored leadership edition of The Social Housing Round Table, Matt Baird is joined by Steven Peach to explore the looming Digital Switchover. With implications for tenants, compliance, and internal infrastructure, the conversation challenges leaders to stop treating the switchover as a future problem — and start preparing now. This session explores what needs to change, who needs to lead it, and how to ensure no one is left behind in the transition. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

In this episode of The Social Housing Round Table, host Matt Baird welcomes Claire Blacka from Tentacles and Steve Dungworth from Golden Marzipan to talk about their work together in Game of Homes and to explore how gamification is changing the way we engage residents and stakeholders. The session dives into the impact of meaningful, enjoyable engagement strategies, why tick-box exercises just don’t cut it anymore and how co-designed, play-based approaches can lead to more genuine conversations and outcomes in housing. Whether you work in policy, delivery or lived experience, this conversation offers practical insight on doing engagement differently and doing it better. Big thank you to Tentacles for sponsoring this session and to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.

Rooted in Resilience: Rethinking Leadership in Social Housing In this week’s episode of The Social Housing Round Table, we were welcomed by Julie Haydon, the new CIH President for a deeply reflective and future-focused conversation around leadership, wellbeing and workforce culture in the sector. The discussion explored how we can move away from survival-mode mindsets and into more collaborative, resilient and human-centred leadership models. From the importance of continuing successful presidential campaigns to the need for leaders to model vulnerability - not just authority - this session highlights how small cultural shifts can have big sector-wide impact. Tune in to hear how we can build a housing sector that truly supports its people - staff and tenants alike. Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.