5 November 2020 – CT Webinar: Engaging with our customers – new approaches

  • November 5, 2020
  • 12:30 pm to 1:45 pm
  • Zoom (online)
Join our expert panel for a discussion and Q&A focusing on new approaches for engaging with customers.


Since 2010, the regulation of social housing in England has focused mainly on economic matters. The regulation of consumer matters has only come into play in cases of ‘serious detriment’.

Views have changed over the past few years though, following the Grenfell tragedy in 2017. The Social Housing Green Paper in 2018 highlighted the need for more truly affordable housing; improved redress for tenants; enhanced consumer regulation; empowering residents; and improving housing quality and safety standards. COVID-19 has further exposed the importance of making sure the needs of people who are vulnerable or isolated are addressed. 

The forthcoming Social Housing White Paper is expected to tackle a number of these issues. This webinar will explore themes that are likely to feature in the White Paper, new sector developments, and how housing providers need to become ‘listening organisations’ in order to thrive in the new environment.

For any event enquiries, email: events@campbelltickell.com or call +44 (0)208 830 6777
The recording of the webinar will be shared after the event. Subscribe to our Youtube Channel to access the video once published.


Darren Hartley, Chief Executive, TAROE Trust

Darren Hartley has worked in the social housing sector for almost 20 years. Since 2016 he has been Chief Executive of the tenant charity TAROE Trust. This involves providing direct advice and support to tenants and tenant groups on a broad spectrum of housing matters as well as lobbying for change at a national policy level.

In 2018, Darren was Chair of the Residents’ Voice Working Group as part of the Dame Judith Hackitt Review of Building Regulations and Fire Safety.

Darren also works as a freelance consultant, providing a broad range of governance and regulatory compliance advice to Registered Providers and RSLs across England and Wales.

Prior to 2016, Darren spent 6 years working as Assistant Chief Executive and Company Secretary for the Alliance Homes Group, and before this he was Chief Executive of tenant membership body, TAROE Ltd.

Catherine Little, Executive Housing Director, Broadland Housing Association

 Catherine Little is Executive Housing Director at Broadland Housing Association and a Board member of Tpas. She has worked in the social housing sector since 2006, developing a strong culture of involving residents and providing high-quality services. Catherine has supported a number of tenant-led national initiatives, including See the Person which aims to tackle negative stereotypes all too often seen about people who live in social housing.

Niku Mawby,  Senior Associate, Campbell Tickell

Niku has worked in a variety of roles in affordable housing since 1983. As a former senior manager and CEO, she has extensive knowledge about core and specialist housing services. Over the last 10 years her work has spanned from reviews of governance and organisational structures to assessing delivery of housing services and compliance with regulatory Consumer Standards.

As Campbell Tickell’s Senior Associate, Niku leads on and delivers Quality Assurance programmes, Health checks, independent investigations and consumer engagement.  She has extensive experience of customer participation, ranging from developing strategies, policies and processes to mentoring staff, individual customers and resident bodies such as scrutiny panels.  Niku was part of the approved Tenant Scrutiny Assessor Scheme under a joint initiative between the Chartered Institute of Housing, HouseMark and TPAS.

Richard Blakeway, Housing Ombudsman

Richard was appointed as Housing Ombudsman from 1 September 2019. He has extensive experience in the housing sector, with previous roles including Deputy Mayor of London for Housing, chair of the Homes for London board and non-executive director of Homes England. During his eight years at the Greater London Authority, Richard was responsible for a major investment programme, overseeing the delivery of 100,000 affordable homes and regeneration plans for 670 hectares of land owned by the authority. Richard led the creation of the first team at City Hall to address rough sleeping, commissioning around £10 million of services each year, as well as the first Social Impact Bond on homelessness.

Martyn Lund, Chair, See the Person committee

Martyn Lund is Chair of the See the Person committee, a national campaign to tackle stigma around living in social housing that is supported by more than 30 housing organisations. He has been active in tenant involvement in Kettering Borough Council for more than 15 years and sits on the national tenant committee for the Association of Retained Council Housing (ARCH).


Jon Slade, Director, Campbell Tickell

Jon leads on a range of issues for CT including Transformation, Customer Service, Operations, Asset Management and Compliance and the Resident Voice for housing associations and councils. Jon is driven by his focus on the interactions between people, data and systems in order that strategic intent is translated in to beneficial outcomes for customers. Jon has worked in social housing for 32 years, including 16 years as a consultant and interim manager. Jon’s approach is characterised by an energetic, engaging approach and a willingness to ask the awkward questions.

For any event enquiries, email: events@campbelltickell.com

2020-11-5 12:30 pm 2020-11-5 1:45 pm Europe/London 5 November 2020 – CT Webinar: Engaging with our customers – new approaches Join CT and the Housing Ombudsman, TAROE Trust and Broadland Housing Association, for a discussion on new approaches to customer engagement. Zoom (online)
save event to calendar


* All fields are required
You already has been joined the event.
Upcoming Events
22 October- CHC Four Federations – The Big Housing Conversation
  • October 22, 2020
  • 1:00 pm to 4:45 pm
  • Online
3 November – NHC Northern Housing Summit 2020
  • November 3, 2020
  • 9:30 am to 5:00 pm
  • Online
5 November 2020 – CT Webinar: Engaging with our customers – new approaches
  • November 5, 2020
  • 12:30 pm to 1:45 pm
  • Zoom (online)

I thought the CT Regulatory Returns Masterclass was all very useful and gives me a good tool to go back into the business to ‘beef’ things up.

Silva homes
Lynn Howells, Company Secretarial Administrator, Silva Homes

I was hesitant about booking for ‘the art of the online chair’ masterclass with James Tickell and Tracey McEachran. Whilst I recognised the difference in approach that online chairing required, I was unsure what it would be like attending an online course.

I was really surprised how easy and rewarding I found this online experience. I am acutely aware that it all depends on whose leading the course and how comfortable and confident they are with the virtual world, and as course leaders. I learnt so many tips and tricks, as well and gained confidence in my own capability in the online world space. I enjoyed meeting others in virtual space and sharing experiences from across the UK.

Tracey and James are excellent course leaders and undertake their roles with super style, great engagement and demonstrate their deep experience and insight. It has made a difference to me and Pobl Group!

Pobl group
Wendy Bourton, Group Board Chair, Pobl