The Housing Hive

Introducing our special guests:

• Paul Nicholson, Head of Business Development at London Borough of Hammersmith & Fulham
• Lauretta Rothery, Director of Communities at Joseph Rowntree Housing Trust
• David Thorpe, Director of Property Investment at Vico Homes
• Lord Gary Porter CBE, Strategic Adviser to Prodo, supporting engagement with local government and the transformation of resident engagement and service delivery across the UK social housing sector

2025 was another defining year for the social housing sector. From regulatory changes and financial pressures to evolving resident expectations and the drive for digital transformation, housing providers continued to adapt at pace.

Senior leaders from across the UK’s social housing landscape came together for a candid discussion on the sector’s biggest challenges, lessons learned, and priorities for 2026. The expert panel reflected on the key developments of the past year, shared insights from board-level decision-making, and explored what lay ahead for housing associations as they balanced resilience, innovation, and social purpose.

Whether leading an organisation, shaping strategy, or delivering services on the ground, attendees gained valuable perspectives to help navigate the year ahead.

Introducing our special guests:

Mark Tasker, Customer Relations & Service Improvement Manager at Ongo Homes and Luke Beard, Assistant Director of Technical Services at ARK Consultancy Ltd

Awaab’s Law comes into force in just four months — requiring all social landlords to investigate damp and mould within 10 working days, those deemed to be high risk to be made safe within 5 working days, emergencies must be investigated and actioned within 24 hours - reports must be provided to tenants within 3 working days, and if the property cannot be made safe, the landlord must offer an alternative arrangement.

June’s Housing Hive explored what these timescales meant for service design, budgets, and governance. A panel of housing professionals shared how they prepared.

Timestamps:

00:00 Introduction and Webinar Overview
01:28 Context and Background of Arab's Law
03:51 Legal Requirements and Compliance
06:11 Challenges and Proactive Measures
07:41 Panelist Introductions
09:13 Ongo's Approach to Damp and Mold
21:11 Discussion on Data and Systems
26:24 Raising Standards for Safe Homes
27:03 Engaging with Residents for Better Communication
27:38 Successful Methods for Tenant Education
28:53 Community Voice and Feedback
29:16 Best Practices in Client Deployment
31:25 Digital Methods and Tenant Portals
32:58 Contractor Management Concerns
35:36 Addressing No Access Cases
40:20 Legislative Changes and Resource Impact
48:21 Final Thoughts and Future Sessions

Introducing our special guests:

• David Ripley, Stonewater COO
• Grant Kennelly, Birmingham City Council Senior Housing and Modernisation Strategy Manager

It’s been one year since the new consumer standards were introduced - a major milestone in the regulation of social housing.

But what’s really changed?

In May's Housing Hive session, we explore how the sector is responding to the new regime, what’s working, and what still needs to shift.

Whether you're a housing leader, board member, or service delivery professional, this session offers valuable insight into how providers are adapting — and what the regulator is expecting next.

Timestamps:

00:00 Introduction to Prodo’s Housing Hive 
00:10 Understanding Prodo's Mission and Services
00:33 The Importance of Digital Transformation
00:45 Introduction to the Housing Hive
01:02 Focus on Regulatory Changes
01:17 Insights from the First Year of Updated Standards
02:01 Key Themes from Recent Discussions
02:19 Regulatory Grading Insights
02:36 Challenges and Learnings from Inspections
05:03 Panelist Introductions
06:39 Discussion on Preparation for Inspections
10:23 Birmingham City Council’s Experience with Self-Assessments
19:50 The Role of Governance in Regulatory Compliance
23:52 Correlation Between CSM and Consumer Grading
26:32 Evidence Collection and Data Delivery
30:16 Challenges in Evidence Gathering
31:04 Embedding Customer Insight in Decision Making
34:00 Impact of Housing Stock on Satisfaction
37:55 Utilising Consumer Grading Findings
41:08 Reflections and Advice on Regulation
44:07 Conclusion and Future Sessions

Introducing our special guests:

• Daz Chauhan, Director at Knowledge Industries
• Elishama Tizora, Head of Data and Business Intelligence at Great Places
• Andreea Fard, Head of Digital, Data and Technology at Community Gateway

The social housing sector is facing increasing pressure to enhance service delivery, optimise resources, and improve tenant outcomes. In response, data-driven decision making emerged as a transformative approach, enabling housing providers to harness the power of data analytics to inform strategy and operations.

The Housing Hive explored the critical role of data in shaping the future of social housing, with a focus on three essential pillars:

1. Systems: Examining the technological infrastructure required to collect, analyse, and act on data insights. We will delve into best practices for implementing data systems that support efficient service delivery and performance monitoring, including the analysis of Tenant Satisfaction Measures, complaints, and repairs data. Additionally, we will explore how data can be leveraged to identify opportunities and build a business case for increased use of technology and digital services.
2. People: Highlighting the importance of building data literacy within teams. We will discuss strategies for empowering staff with the skills and confidence to interpret data, drive innovation, and enhance decision-making processes.
3. Culture: Addressing the need for a cultural shift towards data-informed practices. We will explore how to foster a mindset of continuous improvement and accountability, ensuring data becomes a cornerstone of organisational values.

Attendees gained practical insights into using data to improve outcomes, boost efficiency, and deliver more responsive housing services.

This session was aimed at leaders, data practitioners, and policymakers committed to driving change through data-led strategies.

Timestamps:

00:00 Introduction to April's Housing Hive
00:42 Current Challenges in the Housing Sector
02:04 The Importance of Data Quality
04:15 Panelist Introductions
05:57 Discussion on Data Foundations
10:59 Assessing Data Maturity
15:43 The Role of External Data
18:32 Standardising Data Across the Sector
21:45 The Importance of Data Governance
24:47 Building Data Confidence in Teams
30:27 Prioritising Business Projects and Data Governance
31:52 Assessing Team Capability and Data Literacy
33:22 Challenges with KPI-Driven Cultures
37:25 Inspiration from Other Sectors
41:54 Making Data Stick: Culture and Governance
47:11 Demonstrating ROI and Data Strategy
53:34 Q&A: Social Value and Development Pathways
56:56 Final Takeaways and Next Steps

Introducing special guests:

• Leon Storer, Director at Ark, formerly Director of Assets at Stonewater
• John Ghader, CEO of Prima Group
• Paul Mullis, CEO of DAMHA

2025 Inside Housing Repairs Tracker showed that housing providers in England spent a record £8.8 billion on repairs and maintenance in 2023-24 — £1 billion more than the previous year and a 63% increase since 2020-21. This rise stemmed from greater scrutiny on damp and mould, fire safety, and compliance-driven repairs, with upcoming regulations like Awaab’s Law set to impose legal deadlines for fixing hazards.

Meanwhile, the Regulator introduced TSMs, requiring providers to improve repair response times and communication. With rising costs and limited resources, how can housing providers balance compliance, tenant expectations, and financial sustainability?

This session explores recent repair trends, how providers are adapting, and strategies for navigating these challenges.

Timestamps:

00:00 Welcome and Introduction
00:26 Today's Topic: State of Repairs in Social Housing
02:00 Financial and Regulatory Challenges
04:42 Panelist Introductions
10:21 Discussion on Repairs and Maintenance
19:22 Impact of Regulatory Changes
30:28 Challenges in Customer Data Integration
30:48 In-House Repairs vs. Contractors
32:06 Social Value and Customer Focus
34:52 Cost and Efficiency of In-House Repairs
38:22 Impact of Cost of Living on Housing
39:23 Collaborative Approaches to Housing Issues
50:24 Data-Driven Decision Making in Housing
52:00 Sustainability and Future Planning
58:46 Conclusion and Future Webinars

Introducing special guests:

• Emma Weston, CEO of Digital Unite
• Scott Tandy, Digital Inclusion Officer of Newydd Housing Association
• Christian Page, Digital Inclusion and Engagement Business Partner of Newport City Homes

Join us on the Housing Hive, where we explored how social housing providers could overcome the growing challenge of digital exclusion among vulnerable tenants. In this session, we shared practical strategies for improving access to online services, discussed the legal and ethical responsibilities around digital inclusion, and showcased how tenant engagement and compliance teams could work together to ensure everyone was supported in our increasingly digital world.

Thank you for being part of this essential conversation for social housing professionals. Together, we took steps toward building a more inclusive digital future for everyone.

Timestamps:

00:00 Welcome and Introduction
00:52 Overview of Digital Exclusion
02:22 Understanding Digital Engagement
06:22 Guest Speaker Introductions
10:09 Digital Inclusion Strategies
11:05 Government's Digital Inclusion Action Plan
16:15 Collaborative Approaches to Digital Inclusion
21:02 Building Trust and Engagement
26:40 Adapting to Digital Evolution
28:24 Navigating Digital Skills and Online Safety
29:45 Challenges of Digital Natives and Security Awareness
31:32 Addressing Digital Inclusion in Housing
36:23 Collaborative Efforts for Digital Inclusion
42:40 Government Initiatives and Recycling Programs
46:30 Final Thoughts and Advice for Digital Inclusion

We had the pleasure of hosting Arturo Dell, a sector specialist with 20+ years of experience in local government, education, and housing associations! Arturo shared his passion for customer-focused services and the power of data & technology to transform the housing sector.

💡 Key Takeaways:

✅ Exclusive insights from Arturo on how data & tech can revolutionize housing services

✅ Thought-provoking discussions on the future of housing

✅ Innovative ideas to enhance customer service & drive real change

This session was a little different—Arturo brought fresh perspectives and deep knowledge to explore sector-wide transformation. If you missed it, don’t worry—stay tuned for future Housing Hive events! 👀

Timestamps:
00:00 Welcome and Introduction
00:28 Setting the Scene: AI in the Housing Sector
02:52 Guest Speaker Introduction: Arturo
04:20 Arturo's Presentation: AI and Data in Housing
06:46 Understanding AI: Machine Learning vs Generative AI
10:00 Applications of Machine Learning in Housing
13:15 Generative AI: Opportunities and Challenges
18:53 Generative AI in the Workplace: Research Insights
24:57 Data Quality and Governance in Housing
27:23 The KIM Report: Key Recommendations
30:14 Introduction to Knowing Our Homes
30:45 Key Data Items for Collection

📩 Make sure you’re subscribed for updates on upcoming sessions! #HousingHive #DigitalHousing #Innovation #PropTech #SocialHousing #HousingSector

In today’s session we explored how reward programs could drive tenant engagement and help Housing Associations tackle the ongoing cost of living crisis. Today's session was designed for housing professionals across the UK, focusing on how integrating reward programs into self-service portals could create positive incentives for tenants to engage online.

We discussed how offering tenants personalised rewards, such as grocery vouchers and discounts, encouraged more frequent portal usage, turning interactions like reporting repairs or paying rent into opportunities to access meaningful benefits.

Key highlights included:

• Cost of Living Crisis Solutions: Innovative ways to support tenants during challenging times through tailored reward programs.
• Boosting Engagement: Insights on how integrating rewards into portals increased tenant self-service and engagement rates.
• Out-of-Sector Case Studies: Examples of successful reward programs in other sectors and their potential applications for housing.
• Strengthening Tenant Relationships: Exploration of how these initiatives fostered stronger connections between Housing Associations and their communities.

This was a valuable opportunity to hear from experts and learn how reward programs improved customer satisfaction, reduced contact center volume, and supported digital transformation.

Timestamps:
00:00 Introduction and Session Overview
00:23 Guest Speakers Introduction
00:49 Main Topic: Empowering Tenants with Digital Solutions
01:17 Prodo's Experience and Approach
02:13 Challenges and Benefits of Digital Engagement
04:07 Introducing Rewards Programs
04:53 Guest Speaker: Andy Milne on Loyalty and Rewards
06:48 Guest Speaker: Tom on Product Management
07:28 Aligning Rewards Programs with Housing Association Objectives
11:33 Tenant Feedback and Sentiment
27:17 Prodo's Digital Platform and Rewards Interface
37:42 Q&A and Final Thoughts

We were joined by Nick Atkin, Yorkshire Housing CEO and Adam Lilley-Byrne L&Q's Digital Marketing Manager for this Housing Hive webinar where we explore how artificial intelligence (AI) is reshaping the housing sector. This session is tailored for housing professionals keen to stay ahead of the latest digital transformation trends, with a focus on how AI can drive innovation and improve services across the board.

Sign up to the next Housing Hive: https://www.prodo.com/housing-hive
Contact Prodo: https://www.prodo.com/contact
Yorkshire Housing: https://www.yorkshirehousing.co.uk/
L&Q: https://www.lqgroup.org.uk/

Timestamps:
00:00 Introduction to Housing Hive and AI
01:24 AI in Housing Sector: Use Cases and Benefits
02:14 Guest Speakers: Insights from Industry Leaders
05:42 Nick Atkin on AI's Strategic Role in Housing
11:48 Adam Lilley-Byrne on AI in Digital Marketing
17:09 Balancing Technology and Human Elements in Housing
22:54 Engaging Colleagues and Overcoming Reluctance
30:51 Leveraging AI for Data Insights
32:11 Challenges in Data Utilisation
33:46 The Importance of Data Quality
36:33 Collaboration in the Housing Sector
43:36 AI and Customer Interactions
45:42 Risks and Ethical Considerations of AI
56:01 Future of AI in Housing
01:00:39 Closing Remarks and Future Sessions

Watch our discussion on the future of social housing in the UK under the new Labour government and the role of digital transformation in adapting to these changes.

In this session, we explore the potential policy changes and their implications for social housing providers and tenants. With the recent shift in government, understanding the upcoming legislative and regulatory environment is crucial for staying ahead.

We are delighted to welcome Rachael Williamson, Head of Policy and External Affairs at the Chartered Institute of Housing (CIH). Rachael provides expert insight on the new government's housing policies, potential reforms, and the anticipated impact on the social housing sector.

Additionally, we examine how housing associations can leverage digital solutions to strategically prepare for these changes. By integrating innovative digital practices, housing providers can ensure they continue to meet tenant needs effectively and comply with regulatory requirements.

This webinar offers valuable insights and strategic guidance for social housing providers looking to thrive under the new government and harness digital transformation to stay resilient and responsive. Don’t miss this opportunity to stay informed and prepared for the future of social housing in the UK.

Timestamps:
00:00 Welcome and Agenda Overview
00:42 Introduction of the Prodo Team
01:31 Prodo's Expertise in Housing Sector
02:05 Digital Transformation in Housing
07:02 Introducing Rachael Williamson
07:59 Current Housing Challenges
10:08 Labour Government's Housing Strategy
18:40 Impact on Housing Associations and Councils
29:57 Opportunities and Challenges Ahead
41:07 Q&A Session
45:31 Closing Remarks and Next Session

Sign up to the next Housing Hive: https://www.prodo.com/housing-hive