A national network of maintenance specialists committed to reshaping the future of housing maintenance.
Direct Works, has just held its biggest event of 2024, its October Seminar and Networking Event. With its mission of redefining support for social housing maintenance professionals through learning how to improve the customer journey, it was a rewarding event for all.
Russell Thompson, Direct Works Group Chair, comments: “A huge thank you to everyone who attended our recent seminar and networking event in Birmingham. It was great to get together in person and we really enjoyed catching up with members, old and new.
“We hope delegates picked up some useful insights and strategies that can be implemented within their organisation to improve the customer journey.
Direct Asset Launch
“Direct Works Group has been formed and, over the coming months, we will be launching several new divisions aimed at providing bespoke services to support our members even further.
“The event saw the launch of Direct Asset, chaired by Malkit Sagoo of Gateway Housing. This is a new membership group created specifically to support Asset Managers. As housing professionals continue to tackle the multiple challenges associated with rising operational costs, building safety, sustainability targets and improving tenant engagement, this feels like the perfect time to launch Direct Asset as a much-needed space for asset managers to access resources and learn from sector experts, just as members of Direct Works do.
Affiliate Masterclasses
“Our Affiliate partners hosted a packed afternoon of masterclasses exploring a wide range of strategies to improve the customer journey. Speakers included:
- Stephen Hall (Director of Solutions, Plentific) on Using technology to deliver a world-class customer and repairs experience
- Charlotte Bamber (Chief Executive, Sparksafe) on Improving the customer journey by enhancing safety, reducing risks, and protecting lives
- Dave Carr (Managing Director, Propeller) on Customer engagement
- Chris Welsh (Director, Fast Lean Smart) on Improving the customer journey through efficient optimisation
- Dalvinder Shoker (CEO, Niyaa People) on Improving the customer journey and the perfect recruitment experience
- Nick Shipton (CEO, More IQ) on True cloud optimisation and dynamic scheduling
“Throughout Day One, the theme of the event – The Customer Journey – was explored consistently and in-depth. Speakers offered vital insight into the latest tech, how to optimise complex repairs and workloads, failsafe ways to reduce risk, and utilising electrical compliance software to monitor contractors, and lots more. It’s safe to say there were many takeaways.
Expert Speakers
“On day two, we were joined by five industry experts to further explore the many stages of the customer journey, and how we can utilise both current and upcoming solutions to increase standards and build customer trust. Speakers for the day included:
- Ettan Bazil (Founder, Help Me Fix) on Improving the customer journey with technology
- Julie Butterworth (Head of Consultancy and Commercial Membership, TPAS) on Rebuilding trust – into the customer journeys and complaints
- Claudia Cobban (Assistant Director of Regulatory Engagement, RSH) on Our approach to consumer regulation
- Claire Blacka (Founder, Tentacles Consultancy) on Involvement v. engagement and working with ‘hard to reach’ groups
- Garry Sneddon (CEO, Engage Me.io) on Improving compliance and no-access rates by understanding our customers
“The seminars included a range of interesting case studies of real-life tenant engagement initiatives, as well as a look at truly innovative software, including Ettan’s video triage system, Help Me Fix, which challenged us to think differently about ways to deliver a more cohesive and fully rounded service for residents.
“Attendees also had the opportunity to put their questions to our speakers, who shared lots of genuinely useful insights into strategies for rebuilding consumer trust. Claudia also shared the latest RSH guidelines on how the sector can best prepare for the four new regulatory standards when they come into place.
Looking Ahead
“We are already planning the events programme for 2025, including the next in-person event in March, which will also feature the return of the Direct Works Awards – please keep an eye out for more details coming soon.
“In the meantime, we encourage you to get in touch if there are any key topics you would like to focus on, or you have any suggestions for future events.
“My special thanks must go to our Affiliate Masterclass hosts and exhibitors: Plentific, OneAdvanced, SparkSafe, Propeller, Fast Lean Smart, Niyaa People, More IQ, Datastox and Procure Plus; our speakers: Ettan Bazil, Julie Butterworth, Claudia Cobban, Claire Blacka, and Garry Sneddon; and, last but not least, our sponsors, Niyaa People and Jewson Partnership Solutions, who provided the drinks at our 25th Anniversary Dinner and the notebooks respectively, and whose contributions made this event possible.”
