Online Learning Events
OLE Pathway: Operations
OLE Pathway: Leadership

Changing Client Expectations: Modernizing Services

Welcome to UK Experience Month: Leadership and Governance, a series of Online Learning Events about the experience of UK social housing leaders and experts, organized by BCNPHA in partnership with Golden Marzipan. In this four-part series, a panel of UK social housing leaders and board members will provide insights in to lead and govern in a volatile and uncertain environment. The sessions will cover leadership and direction against changing regulation, government policies and increasing client expectations.

  • September 20: Good Governance – How to be a Good Board Member 
  • September 27 : Changing Client Expectatins – How to Maintain and Modernize Services to your Clients 
  • October 12:  Relational Leadership – Moving the “I” to “we” to “all of us” 
  • October 19th : Developing Generative Boards – Making Decisions in Complex Times 

How to Maintain and Modernize Services to Your Tenants/Clients

In the second of this four-part series of online workshops, Stephen Blundell, Director of Operations at Leeds Federated, will offer insights on serving social housing tenants in the north of England. Leeds Federated is a predominantly urban housing association with around 4,500 properties, which prides itself on knowing its residents and delivering a high-quality customer experience. In recent times, there has been pressure to increase the extent of digitisation and automation in delivering services, while at the same time making services more human and person-centred. Stephen will discuss the challenges posed by the interface of people, services, and technology.

Who should attend?

Anyone in any leadership, management or board member roles, those who work in tenant support roles or operations

What you will learn:

  • common customer service models used to meet the needs of clients and tenants
  • experiences and benefits of using self-service portals
  • models for supporting tenant involvement panels/forums, to provide feedback on service delivery
  • integration of technology in supporting clients and tenants
  • how to ensure, gather and analyze  tenancy satisfaction measures


Stephen Blundell – Director of Operations at Leeds Federated HA

Leeds Federated is a predominantly urban housing association with around 4,500 properties, which prides itself on knowing its residents and delivering a high-quality customer experience.

Steve Dungworth – Digital Advisor

Steve is an experienced leader and innovative change agent. He has worked in public sector for over 40 years, the last 12 engaged in digital transformation within the social housing sector. He is:

  • experienced in social housing digital transformation.
  • engaging with customers, staff and managers.
  • knowledgeable about the social housing technology supplier market.
  • expert in programme and project management.
  • published writer and speaker in digital media and at conferences.

Steve is an advanced practitioner in Managing Successful Programmes, Management of Risk and ITIL. He has an MBA (Manchester Business School) specialising in Management Consultancy, Quality and Customer Service and is a Fellow of the Chartered Management Institute.

Steve is co-founder of Golden Marzipan and is working with several organizations in the social housing sector. He successfully developed and implemented the digital strategies at several organizations including a large HA which included integrated projects on omni-channel customer contact, mobile working and development of a self-service website.

Board Member at Leeds Federated Housing Association.

Claire Maxwell –Organisational Development consultant and advisor on Governance

Claire has worked as a consultant within the UK and internationally for over twenty years. until very recently being most closely connected to the Oasis School of Human Relations as both a Director and an Associate Director.  Her specialism is designed, creating and facilitating collaborative, inclusive and creative Whole Person approaches, predominantly within the not for the profit sector. Highly sought after as a coach, Claire also works regularly with Boards, Executive Teams and in Universities and Business Schools, both as a lecturer and facilitator in the development of alternative approaches to leadership and learning.

Governance roles have been many and varied, including Claire’s current roles as Immediate Past Chair (term concluded in June 2023) and Board Member of the Globally Responsible Leadership Initiative (  She is also an advisor on Governance and Whole Person approaches to the Core Team.

Claire continues her involvement with the theatre and other forms of creativity, she is a long-standing Fellow of the Royal Society of Arts, a contributor to their Good Work Guild and a published poet



September 27, 2023


10:30am - 12:00pm PST



Member Cost:



Online - Zoom