Lunch & Learn: Owning the customer journey
Part of the Future Homes Standard Essentials Series
Date / Time:
Friday 17 July, 1-2pm
What is the webinar about?
The transition to the Future Homes Standard (FHS) represents a fundamental shift in homebuilding. To ensure success, industry professionals must move beyond simply delivering buildings to owning the complete customer journey.
Join our webinar on 17th July to explore practical strategies for supporting residents in low-energy, all-electric homes. From marketing and sales and lettings to proactive aftercare and maintenance, every interaction is a critical opportunity to build confidence in unfamiliar technologies like heat pumps, solar PV, and the role of smart time-of-use energy tariffs.
This session is tailored for:
- Sales and Lettings: Learn to act as educators, explaining new technologies and beneficial lifestyle habits in everyday language.
- Resident Engagement: Gain techniques to manage expectations, improve handovers and enhance aftercare.
- Maintenance and Asset Teams: Discover how better communication reduces avoidable customer queries, unnecessary call-outs and improves overall customer satisfaction.
Register now to gain actionable insights from leading organisations and learn how to embed these "Hints & Tips" to enhance customer satisfaction and building performance.
Meet the Speakers
Dr Tom Dollard - Partner - Sustainability and Innovation, Pollard Thomas Edwards (PTE)
Tom is an Architect and Partner for Sustainability at Pollard Thomas Edwards (PTE).
He is Chair of the Good Homes Alliance. He is a London Mayor’s Design Advocate, and Author of the bestselling book "Designed to Perform: an illustrated guide to energy efficient homes".
He has written several guides on climate resilient and low carbon homes published by the Good Homes Alliance (2023-2025), Building for 2050 (Report for DESNZ, 2022), and the developer's good practice on the homebuyer customer journey (Future Homes Hub, 2026).
Laura Broderick - Programme Director, Good Homes Alliance CIC
With a background in architecture, Laura brings over 20 years’ experience of working with the built environment sector on both public and professional programmes.
She has worked for key architecture and built environment organisations including RIBA, CABE, the British Council and the Building Centre. At the Building Centre, Laura delivered the Retrofit 23 public programme, plus developed major exhibitions and event series including Retrofit 24, Retrofit 25 and New Homes in New Ways.
As Programme Director at the Good Homes Alliance (GHA) not-for-profit, she is now focused on helping catalyse the delivery of high-performance energy efficient homes and places which enable comfortable and healthy lives. Laura uses her skills in managing professional communities to bring experts together to demonstrate the benefits of good homes for people and planet.
The GHA facilitates networks, produces guidance, drives campaigns and provides learning around healthy homes, climate adaptation/resilience and building performance (including Post Occupancy Evaluation). With our cross-sector membership, the GHA supports the housing sector to be collaborative, progressive and evidence based for the public good.
Katie Gilmartin - Head of Business Development & Innovation, Platform Housing Group
With a background in finance and a degree in Business Economics from Lancaster University, Katie has held various finance roles with esteemed organizations such as Apple, Warner Bros, and the BBC.
She joined Platform in 2022, where she is responsible for developing the approach to Multi-Member Communities (MMC) and delivering future-proofed homes.
Katie is also a board member of Women in Social Housing (WISH) Midlands and has been recognized for her leadership and contributions to the industry.
Louise Chamberlain – Group Head of Sales Performance, Bellway
With nearly 25 years’ experience in the house building industry and a degree in Business and Marketing, Louise has seen, first hand, the evolution of new homes and specifications in recent decades.
She is passionate about going green and has a keen interest in future homes standards, more specifically how the new regulations impact homeowners and their lifestyles.
Louise brings insights and experience from a variety of roles, including land buying and sales, and long-term collaboration with internal and external technical partners. A key role for Louise is to ensure the detailed information around FHS and carbon free technologies in new homes is communicated clearly to sales teams and customers.