Earlier this week, we attended the first Housing Community Summit, organised by the National Housing Federation and the Chartered Institute of Housing. This landmark event brought together innovators, professionals, politicians, and residents to engage and debate pressing issues and explore the future of housing, with a particular focus on community wellbeing.

This event was a great opportunity to share experiences and learn about new perceptions of the changing dynamics of housing. A prevailing theme was collaboration and how essential it was that our communities remain at the centre of every discussion, strategy, and decision.

Digital Transformation: Lessons Learned Over the Last 18 Months

A highlight for North Star was a presentation given at the Digital & Technology Theatre by our Director of Insight and Transformation, Sean Lawless. Sean illustrated our approach to digital transformation over the last eighteen months, specifically focusing on our new housing management system and the lessons learned so far.

As the sector continues to embrace digital advancements, Sean’s presentation explored how the new system has been able to streamline processes and improve the way services are delivered for the benefit of the customer experience. We take pride in the journey thus far; however, we also recognise this journey is ongoing. The sharing of experiences proved invaluable as this was an opportunity to also understand how other organisations are managing their digital transitions.

Ensuring Inclusive Engagement with Customers

One of the most stimulating discussions was centred on inclusivity in approaches to customer engagement. At North Star, we believe that every voice in our community matters and work continuously to remove barriers for people to get their voices heard. Inclusion will remain a key priority as we move forward with enhancing our services and practices and it was very inspiring to hear other organisation’s practices for ensuring this. You can read more about our commitment to inclusion here: Equality, Diversity and Inclusion | North Star Housing Group Ltd (northstarhg.co.uk)

The Role of Artificial Intelligence in Housing: Has The Future Already Arrived?

An interesting panel discussion on the impact of artificial intelligence AI in the housing sector was led by Ian Wright, Chief Executive Officer at Disruptive Innovators.

The discussion explored how AI is currently transforming housing operations in areas such as predictive maintenance and customer service, but is expected to broaden its impact over the next few years. As organisations continue to develop AI-based methods, we at North Star are excited to explore how such technologies can be applied to drive greater efficiency and deliver even more value for our customers.

The Changing Nature of Complaints: Using Feedback for Improvement

Another central topic of discussion was the changing nature of complaints and how organisations use feedback as a tool for continuous improvement in service delivery, which gave way to valuable insights from representatives from Tentacles Consultancy, Housing 21, and Joseph Rowntree Housing Trust. One of our key commitments is using customer feedback as a driver for positive change and fostering a culture of continuous improvement and transparency. You can find out more about our complaints policy here: Complaints | North Star Housing Group Ltd (northstarhg.co.uk)

Policy Updates from the Housing Minister, Matthew Pennycook

Housing Minister Matthew Pennycook contributed a video address covering several of the key policy initiatives to be brought forward to alleviate the housing crisis. The major points included:

• The introduction of mandatory housing targets for local planning authorities throughout England
• An update of the National Planning Policy Framework to support the delivery of social and affordable housing
• A review of the increased Right to Buy discounts
• A commitment to providing rent stability
• The news that the coming Spending Review will detail plans for future government investment in the housing sector

These policy changes mark a shift in the direction of tackling the housing crisis, along with a renewed commitment to increasing the supply of affordable housing. The Minister’s call for partnership and collaboration with the sector was well-received, thus underlining the shared responsibility in tackling these problems.

A Constructive Path Forward

The Housing Community Summit was an important opportunity for reflection, collaboration, and inspiration. Now, with an eye on the horizon, North Star reinforces our commitment to innovation, increased inclusivity, and partnership in the fulfilment of providing housing that is not only high-quality, affordable, and safe but also sustainable. We are excited about the future and will continue to refine the knowledge gained from this milestone event to achieve these goals.