This episode explores the next era of social housing - safer, greener, more connected and shaped by a stronger tenant voice - through the lens of delivery. What does it take to turn policy ambition into day-to-day reality?

We talk to Clare Mills, Onboarding and Talent Lead, Stonewater; Lisa Collen, Group Director Culture & Organisational Design and Natalie Flageul, Executive Director of Customer Experience, Raven Housing Trust. The discussion covers everything from the importance of focusing on colleague experience, diversity, and empowerment to technology integration, and continuous learning to deliver consistent, customer-centred social housing services that meet evolving safety, regulatory, and investment standards.

Because the future of social housing isn’t just about regulation or technology; it’s about building organisations that can deliver consistently for customers.

In this episode of Stonewater’s On the Air podcast, host Paula Palmer explores who social housing is really for in today’s pressured housing landscape. Holly Edwards, Stonewater’s Customer Experience Director, explains how lettings and allocations work, why fairness is so difficult to achieve, and how shortages shape both decision‑making and community sustainability.

Tim Brown from De Montfort University offers a policy and historical lens, discussing the ongoing challenge of fairness for vulnerable applicants and what the UK can — cautiously — learn from European systems.

Mark Kent, Deputy CEO at Local Space, provides insight from the frontline, describing councils operating in “permanent emergency mode,” the rise in temporary accommodation, and how intermediate rent has become a safety valve for a system under strain.

Journalist Peter Apps rounds out the conversation with reflections on the long-term impact of needs‑based lettings, the misconceptions driving public debate, and the importance of reframing social housing as a mainstream public service rather than a last‑resort option.

In this episode of Stonewater’s On the Air podcast, host Paula Palmer explores whether new towns can truly address the UK’s housing crisis. The discussion begins with Lord Richard Best, Co-Chair of the All-Party Parliamentary Group on New Towns, who shares insights from his extensive housing career and emphasizes the importance of linking housing with jobs, transport, and green spaces, while also touching on the need for flexible approaches to green belt reform and sustainable design principles.

Maurice Lange, Analyst at the Centre for Cities, adds an economic perspective, highlighting how proximity to cities drives growth and why location is critical for long-term success, and; finally, Matt Crucefix, Stonewater’s Director of Development (South and West), outlines opportunities for housing associations to influence planning early whilst discussing the challenges around planning reform, the need for collaboration between developers and councils, and how design codes can balance sustainability with affordability.

The discussion centres on how housing providers can rebuild trust through transparency, empathy, and consistent service delivery. David emphasizes Stonewater’s commitment to improving visibility, responsiveness, and honesty in customer interactions, while Jo highlights sector-wide initiatives like the Together with Tenants framework, which fosters meaningful resident engagement.

Joseph offers a powerful tenant perspective, stressing the importance of genuine involvement and the need for housing associations to treat tenants as partners rather than tick-box participants.

With our guests Jeremy Porteous, Housing LIN and Stonewater's Sarah Pugh, Domestic Abuse Services and Vicky Chase, Exeter Young People Foyer we explore the impact of supporting housing for those in need. From vital refuge and rehabilitation, young people transitioning to independent living to older people holding on to independence and community.

We investigate the evolving landscape of housing, enhanced communities and the incredible personalised options that our teams are delivering. The discussion also covers the broader societal benefits of investing in supported housing; from public sector costs to improving quality of life.

Host Paula Palmer is joined by Nick Harris, Chief Executive at Stonewater, Catherine Evans, Director of Homes Operations at Stonewater, and Mark Astbury, Partner at Ridge, a built environment consultancy.

Our guests discuss how investment is planned - from new kitchens and heating systems to window replacements and landscaping improvements – and how investment aligns with sector challenges, including sustainability, affordability, and future-proofing homes to meet evolving needs.

Nick emphasizes the importance of proactive investment and the use of AI to enhance efficiency and customer satisfaction, Catherine highlights the need for creating environments where residents can flourish and the role of partnerships in achieving this whilst Mark discusses the impact of advanced technology on housing investment and the importance of holistic investment planning.

Join us for this engaging episode as we explore the multifaceted approach to investing in homes and communities, ensuring they are fit for the future and supportive of residents' aspirations.

Guests this episode include Joe Ross, Service Improvement Manager who provides real insight of how the sector is already tackling stigma and shares his thoughts on the "right to buy" policy as a catalyst for the negative perception of social housing.

Rick Liddiment, Head of External Affairs, Flagship, along with Dr. Mercy Denedo, Durham University and Professor Amanze Ejiogu, Sheffield Hallam University bring us insight from their extensive research and propose actions the housing sector can take to challenge organisational stigma.

We explore the real cause of stigma, its impact on people living in social housing and what can be done to challenge it?

We are joined by Kate Stetsiuk, Head of AI at The Dot Collective, who will bring insights on AI's real world applications and the latest developments in responsible AI use.

Jon Cocker, Chief Information Officer at Platform Housing Group, is here to discuss AI's impact on data, governance, and operational efficiency and Gareth Lloyd, Chief Information and Transformation Officer at Stonewater, shares his perspective on AI in housing, regulatory challenges, and what the future holds.

Could AI replace employees? Can AI be trusted? What are we using it for? We navigate all this in episode 4.