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Navigating the digital housing maze.

A series of three provocative and engaging special panel debates, bringing together sector experts and digital specialists to examine the challenges and opportunities of digital adoption and transformation in housing associations.

Hosted by Qrious & Campbell Tickell

Your hosts.

Qrious is an experience transformation studio. Our team of designers, software developers and strategists help organisations to transform their business, improving how they use technology to create digital services, websites and mobile apps that simplify the lives of their employees and customers and empower them to compete and thrive in a changing digital world.

Campbell Tickell is a multi-disciplinary management consultancy focusing primarily on statutory and not-for-profit sectors. Established for over 20 years, CT has worked with housing associations throughout the UK providing services that extend across: strategy and governance; regulation and troubleshooting; mergers and growth; business transformation; housing development and regeneration and human resources.

Episode 1.

Twenty years behind: do we really put our customers first?

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In almost every other category, the internet has led to the so-called “age of the customer”, making it easier for competitors to spring up, and for us to take our business elsewhere, such that organisations are forced to ensure their services are delivering more and more value to customers. But many of HAs’ traditional ‘customers’ have little choice in provider, and although HAs have moved some services online, they are often still rooted in processes that suit the business rather than journeys that suit the customer. In this episode we’ll explore how digital transformation can better deliver what customers need from us, and enable organisations to serve more customers, better.

Stephanie Goad profile picture

Stephanie Goad

Operations Director

MHS Homes

Stephanie is a senior leader in public/not for profit sector with 20 years’ experience at board level. Leading organisation wide transformation. Specialist in strategy development, organisation wide customer and digital transformation, and implementation of new business models.

Stephanie Goad
Craig Iley profile picture

Craig Iley

Author and MD and Co. Founder

Atom Bank

Formerly Chair and Founder of B-North, MD Business Banking and Co. Founder of Atom Bank, and now author of Shaking the Money Tree, Craig is an analytically minded and entrepreneurial individual with wide ranging experience in the finance sector. Craig has extensive experience of building businesses and managing teams, projects, relationships and portfolios across public, private and voluntary sectors.

Craig Iley
Shaun Holdcroft profile picture

Shaun Holdcroft

Operations Director

LGAH

Shaun has eight years’ experience of working at board level in the Housing Association sector, working with the boards of three subsidiary HAs and more recently as part of the Executive team at Settle and in his current role as Operations Director at Legal and General Affordable Homes. Shaun has a track record of creating strong performing teams with stable service models and balancing customer satisfaction with business efficiency to maximise value.

Shaun Holdcroft
Louise Hunter profile picture

Louise Hunter

Director of Corporate Affairs

Northumbrian Water Group

Louise has extensive experience of the utilities and construction industry, having had leadership roles for over 20 years in corporate communications, customer and employee engagement, responsible business practice and stakeholder management.

Louise Hunter
Episode 2.

Going digital: low hanging fruit or impossible dream?

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The global pandemic has accelerated the adoption of digital technology and thinking in organisations across the country but how might an organisation convert short-term lessons to long-term benefits? If it’s just a straightforward case of achieving cost savings by gradually moving services online, then why hasn’t this yet happened wholesale? Despite a business case that delivers better outcomes at lower cost to serve, the social housing sector has only seen a patchwork of success. In this episode, we’ll explore the different drivers and structural barriers that stand in the way of HAs fully taking advantage of digital.

Heather Ashton profile picture

Heather Ashton

Executive Director Business Change & Improvement

Thirteen Group

As Executive Director of Business Change and Improvement, Heather is responsible for Corporate Affairs, People, Business Change, IT and Cyber & data compliance at Thirteen Housing Group. Heather also spent 3 years as FD at Teesside University, where she simplified the management reporting bringing her commercial experience to an academic setting and previously held the role of Associate Director of Finance at Wakefield and District Housing.

Heather Ashton
Dr. Jo North profile picture

Dr. Jo North

Technology & Transformation Director

Port of Tyne

Jo leads the strategy and development of the Port’s 2050 Innovation Hub and open innovation programme. She brings a unique perspective to people and organisational development as she combines her mentoring, facilitation and innovation skills with real world, commercial business experience.

Dr. Jo North
James Tickell profile picture

James Tickell

Founding Partner

Campbell Tickell

James, a founding partner of Campbell Tickell, has experience of governance, mergers and groups, policy communications and strategy within the housing sector. Prior to joining CT, James was the Deputy Chief Executive of the National Housing Federation, a position he held for 10 years. He was responsible at various times for a wide range of strategies and activities, including The Federation's Governance Code and work with Board members.

James Tickell
Klaus-Michael Vogelberg profile picture

Klaus-Michael Vogelberg

Sage

Chief Architect and Technology Advisor

Responsible for technology and software architecture, Klaus-Michael joined Sage when they acquired the German KHK Software group in 1997. Having been R&D Director and a partner of that business Klaus-Michael went on to act as R&D Director for Sage in the UK and Ireland from 2004 to 2007 before taking on the global role of Chief Architect and Technology Advisor.

Klaus-Michael Vogelberg
Episode 3.

The Big Bang Theory: doing digital or being digital?

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Leading commercial organisations today are finding ways to embed digital ways of thinking throughout the business: with faster and more agile delivery of services and experiences that customers love, joined up content, marketing and innovation, smart use of data and analytics in decision making, and core technology that enables faster and cheaper operations. They see digital as a core internal capability. What are commercial organisations doing differently which has enabled them to secure the digital dividend? How might a social housing organisation’s culture and leadership need to adapt? And is traditional procurement an obstacle to securing the digital dividend? In this episode, we’ll explore what a digital-first HA of the future could look like and how you journey towards it.

Angela Lockwood profile picture

Angela Lockwood

Chief Executive

North Star Housing Group

Angela has been Chief Executive of the social housing provider North Star for over ten years. She is a Fellow of the Chartered Institute of Housing and holds an MBA from Newcastle Business School. Angela is a Non-Executive Director of the Joseph Rowntree Housing Trust.

Angela Lockwood
James Holmes profile picture

James Holmes

CIO

North England P&I

James Holmes, CIO at North of England P&I and formally SAP Programme Manager at Greggs PLC, James is an experienced senior manager with a wealth of experience in cost saving, service delivery, project implementation (technical and commercial) and business change enabled by technology.

James Holmes
Sonia Furzland profile picture

Sonia Furzland

Interim Group Director of Operations

Pobl Group

Sonia has worked in housing for over 30 years and have held senior roles in supported housing, general needs and service transformation. In her roles as Interim Director of Operations at Pobl and board member for Elim Housing, her focus is on delivering services that delight customers. Sonia is a big fan of tech and data and its potential to transform customer experience.

Sonia Furzland
Nick Salloway profile picture

Nick Salloway

MD and Co-Founder

Qrious

Nick is MD of digital strategy and experience transformation studio, Qrious. Nick is passionate about helping organisations use technology and design to create transformative operating models that enable them to capture the full value of digital transformation.

Nick Salloway

Connect with us.

Nick Salloway profile picture

Nick Salloway

Qrious

Nick is MD of digital strategy and experience transformation studio, Qrious. Nick is passionate about helping organisations use technology and design to create transformative operating models that enable them to capture the full value of digital transformation.

Jon Slade profile picture

Jon Slade

Campbell Tickell

Jon Slade is a Director at Campbell Tickell, one of the housing sector’s leading consultancies. With over 35 years’ experience in social housing, Jon has lead a variety of large and complex programmes and projects, working with boards and senior executives on business transformation and turnaround, and has deep insight into the strategic challenges faced by housing providers.