Tune in to the Crimson Live podcast this month and hear how Lovell Renew is redefining resident experience
Planned maintenance, retrofit and decarbonisation programmes deliver important improvements to homes, but resident experience depends on more than the physical works alone. Communication and trust play a vital role in how residents view those improvements.
Hear from Caroline Lovelace, customer experience manager at Lovell Renew, in a live edition of Crimson’s Digital Lounge podcast, alongside Jordan Wheat, housing industry practice director at Crimson.
The discussion will explore how resident feedback, connected data and responsible AI can help housing providers and delivery partners improve outcomes while maintaining the human relationships that residents value.
Drawing on more than a decade of customer experience leadership across multiple sectors, Caroline Lovelace will share what housing providers and delivery partners can learn from customer-focused organisations. She will discuss how Lovell Renew approaches resident experience across planned maintenance, retrofit and decarbonisation programmes, and how insight and continuous improvement can help improve outcomes for residents.
Jordan Wheat will explore the data foundations organisations need before analytics or AI can add real value, and where technology can support colleagues without replacing the human touch.
What You’ll Learn
- What distinguishes Lovell Renew’s approach to planned maintenance, retrofit and decarbonisation
- The difference between reactive customer service and a proactive resident experience
- How digital feedback and connected data support continuous improvement
- Where AI can reduce repetitive work and help colleagues act on insight
- Why digital inclusion and human-in-the-loop decision-making remain essential
- Practical steps housing leaders can take to prepare for the future.
Whether you are involved in resident experience, asset management, planned maintenance, retrofit, decarbonisation, digital transformation or data strategy, this live discussion will offer practical insight into creating more resident-focused services while preparing responsibly for the opportunities presented by AI.
Podcast Details
Date: 13 October 2026
Time: 12:15pm
Register for the Live Podcast
Join Caroline Lovelace and Jordan Wheat as they discuss resident experience across planned maintenance, retrofit and decarbonisation, and the role connected data and responsible AI can play in improving services.
Register now
As a Housing Digital stakeholder, Crimson works with housing providers to improve services, strengthen decision-making and deliver better resident outcomes through data, AI and Microsoft technologies.
Image credit: beauty_of_nature/Pixabay
Read next: Data is a must for meeting Awaab’s Law
Are you a social housing professional? Sign up for a FREE MEMBERSHIP to upload news stories, post job vacancies, and connect with colleagues on our secure social feed.