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    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start26 May 2020 10:00
    • End26 May 2020 12:30

    How to get to grips with your service charges – COVID-19 special

    Details

    How to get to grips with your service charges – COVID-19 special

    Virtual workshop

    For all tenures – tenants, leaseholders and shared owners

    There’s no doubt COVID-19 has caused a great deal of disruption to our daily lives and services – this includes all the services landlords provide that leaseholders, shared owners and tenants pay for through their service charges.

    Following on from their recent briefing note, service charge specialists Jackie Dickins and Emma Towler will be holding a workshop to consider the implications of regauging and what this means to costs, charges, income and affordability.

    They’ll cover all the practical things you should be doing:

    • The key steps to go through
    • The importance of communication – with residents and contractors
    • Reviewing the level of service provision
    • Assessing the impact of any changes made on costs and charges
    • Considering the options available for passing under/over charging on
    • Reviewing payment arrangements to take account of affordability issues
    • Identifying the households most at risk of falling into arrears.

    As well as exploring “how” best to approach this – how to include all the many different teams that are involved.

    This workshop is essential for everyone who plays a part in service charges – it's not just for finance and leasehold specialists.

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    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual masterclass
    • Start26 May 2020 10:30
    • End26 May 2020 13:00

    Navigating the changing landscape masterclass – HR, legal and compliance perspectives

    Details

    Navigating the changing landscape

    Virtual masterclass

    The Coronavirus crisis has quickly forced us into new ways of working – raising a whole range of issues for organisations and HR in particular. 

    This workshop is your opportunity to get up to speed with the legal issues.

    “The kitchen table” may be the new office for now but the law is not in lockdown – principles and practices around HR and GDPR cannot be disregarded. They are even more important. And we need to be more vigilant. 

    Building on his taster sessions David Gibson, Partner at Short, Richardson and Forth will take you through the key legal points of concern that you must take into account in dealing with service provision considered your role as employers protecting your staff and your role as landlords and service providers delivering an essential service to some of the most vulnerable people living in our communities.

    There are numerous issues to consider including use of equipment, confidentiality, data security (and breach), information and data exchange (including conference calls), not to mention cyber security and social media.

    As well as how to engage with your workforce and support them. How to strike the right balance providing a safe workplace and a safe home and environment for your residents.

    The workshop will include practical tips, templates, checklists with suggested wording and general guidelines. So you’ll save you time and money.

    He’ll answer your pressing questions to give you a clear idea about how to manage the balancing act of keeping staff safe yet delivering an essential service.

    This is essential for everyone working in HR, compliance, business assurance and governance as well as operational management and supervisor roles.

    If you’d like to run this in-house please get in touch. David will tailor the session to your organisation’s particular issues and challenges.

    About David Gibson

    David studied History and Politics and then entered the teaching profession in Liverpool. As he was rather poor at all that he went on and did postgrad study and teaching at University of Newcastle.

    He decided to enter the legal profession and trained and worked in London advising a range of clients from major trade unions to leading media organisations. David relocated to the North East and joined Short Richardson & Forth in 2015. David has a keen interest in the changing nature of the relationship between work providers and work deliverers and is of the view that the traditional employer-employee relationship is becoming redundant. David has extensive experience of advising charities over the years and is chair of a local charity which works with homeless people in Newcastle. David has recently established a niche unit specialising in advising charities in relation to the Code of Practice issued by the Fundraising Regulator. David can provide bespoke training to charities to enable them to take proactive steps to ensure compliance with the Code. Having advised charities he is aware of the specific issues that can arise and how the Code can impact on employment practices.

    He advises a range of clients from the transport sector through to care/education clients  on employment issues. David has a keen interest in corporate governance and regularly provides training to company directors. He is also a member of the Charity Law Association.

    find out more

    Meet At

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start27 May 2020 10:00
    • End27 May 2020 12:30

    Delivering digital services as the ‘new normal’

    Details

    Delivering digital services as the new normal

    Virtual workshop

    Digital housing pioneer Nick Atkin leads this interactive online event exploring the rise of digital services during the coronavirus lockdown and how the current period is likely to shape the ‘new normal’ for the way we work, communicate and transact.

    Looking at the implications for service delivery within the housing sector, our changing relationship with residents and what this might mean for how organisations are set up, we will also examine what the wider digital world could look like in the years to come.

    Key questions:

    • Can your organisation deliver digital services, maximise income and engage properly with most tenants in the current environment?
    • How close to completion is your digital transformation strategy?
    • What lessons are you learning from the current situation that will help in the future?
    • Where do you need to be as an organisation in 2-3 years’ time?

    Confirmed speakers:

    • Nick Atkin, Chief Executive, Yorkshire Housing
    • Paul Taylor, Innovation Coach, Bromford.
    • Rob McWilliam, Chief Financial Officer, Asda
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start27 May 2020 10:30
    • End27 May 2020 12:30

    Customer-centric cultural transformation

    Details

    Customer-centric cultural transformation

    Virtual workshop

    With the White Paper on the way, doing nothing is not an option

    With tenant empowerment, customer service and proactive consumer regulation set to be at the heart of the upcoming Social Housing White Paper, the case for a customer-centric approach to delivering services has never been more compelling.

    But, as many organisations are already discovering, the desire to do things differently can only become reality through genuine culture change that transforms the way every colleague (regardless of role and status) thinks and acts.

    By its very nature, cultural transformation isn't easy and the majority of businesses, while claiming they have the customer in the centre, try to fit any new approach into existing processes and KPIs.

    To become truly customer-centric, the KPIs, processes and values of the organisation need to be built around the people you serve by understanding their true needs and the context in which they live their lives. Customer journey mapping will only get you so far.

    This type of transformation therefore requires a major cultural shift, and courage from the organisation to step into the customers shoes and co-create with them. This journey is different for every organisation and you need to know where to start or how to overcome obstacles if you’ve got stuck.

    At this interactive event run by the market-leading, customer-centric service design agency Hellon you will learn about the transformation process towards customer-centricity, how to overcome the challenges of embedding genuine change into your organisation, and recommendations for how to ensure buy-in and reach.

    Through examples, the Hellon team will illustrate ways of igniting and driving change, followed by an interactive session to bring this knowledge to life.

    The day will also include practical sessions from organisations that have successfully embedded a customer-centric approach by transforming their culture.

    Doing nothing is not an option. The Regulator of Social Housing has made it clear that providers should not be waiting to be told what to do. The time to act is now.

    Key themes:

    • What does customer-centric cultural transformation really mean?
    • How do you go about it and what needs to change?
    • What does this mean for your KPIs, processes and reporting?
    • How do you get all colleagues on board?
    • What does success look like?

    Speakers:

    • Timo Pätiälä, Managing Director, Hellon
    • Andy Pattichis, Lead Service Designer, Hellon.

    This event is essential for the following:

    • Chief executives
    • Customer service directors
    • Heads of customer service
    • Executive directors of service and transformation
    • Business transformation teams
    • Head of customer experience
    • Customer insight teams
    • Digital teams
    • Operation directors
    • All housing professionals.

    About Hellon

    Hellon was established in 2009 and has been expanding rapidly by challenging traditional business development by utilising a customer-centric approach and design methods. It has offices in Helsinki and London and has worked with companies in more than 20 countries.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    In association with

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start28 May 2020 10:30
    • End28 May 2020 12:30

    Procurement and contract management post Covid

    Details

    Procurement and contract management post covid

    Virtual workshop

    Equipped to deal with the storm – reviving and thriving during and post lock down

    Whilst there is no firm date nor plan from the government (as yet) for easing lockdown measures businesses are thinking about how to resume operations and what the new “normal” will be like.

    Repairs and maintenance have undoubtedly been severely affected by Covid-19 and by lockdown. There will be a backlog to catch up with as well as decisions to be taken about this year’s planned programmes all of which will have financial, contractual, legal and operational implications.

    There is a great deal to consider. HQN has teamed up with Anthony Collins solicitors to bring you this live virtual workshop covering the key points:

    Legal obligations:

    • Guidance on the current legal position around gas servicing, compliance issues and other legal obligations
    • Health and safety issues – protection of workforce and changes to working arrangements, social distancing, working in customers’ homes etc.

    Contractual obligations:

    • Complying with and enforcing contractual obligations
    • Different types of payment mechanisms (including PPP) and their implications
    • What is force majeure and when will it apply? What needs to be done to claim it? What are the practical implications?

    Responding to government guidance:

    • Overall government approach to construction work
    • Guidance on PPN 01/20 and 02/20:
      • Payment of prelims
      • Advance payment and “catch up” works
      • Performance monitoring and KPIs
    • Clients obligations under charity and local government law (including State aid)
    • Varying contracts.

    Procurement

    • New procurements – timing and the practicalities
    • Running procurements during lockdown
    • Procurement “flexibilities”.

    Planning for post Covid-19:

    • Current programmes and investment works – what can be achieved in 2020? How to prioritise
    • Budgetary and financial/spend implications
    • Works and service delivery implications
    • Workforce and contract mobilisation planning
    • At risk customers – their identification and their protection as the lockdown gets relaxed.

    Managing contractor relationships:

    • The contractors’ perspective including:
      • practical delivery issues during lockdown
      • issues with catch up works
    • Financial support for contractors
    • Practical implications of various pricing mechanisms eg price per property/ target cost/cost reimbursable etc
    • “At risk” contractors.

    Managing the DLO arrangement

     

    Andrew Millross

    Andrew is a leading procurement and construction lawyer at Anthony Collins Solicitors LLP, which he joined in 1997 (following 7 years in house in local government). 

    Andrew and his team work with registered providers, local authorities and ALMOs to set up major contracts, framework agreements and DLO and shared services arrangements for maintenance, servicing, planned improvements, new build, materials supply, IT, professional services and related activities. He has also advised on a number of large joint venture projects.

    As well as this “regular” work, Andrew has been advising several clients recently on the impact of Covid-19 and Procurement Policy Note 02/20 on both existing contracts and ongoing procurement processes.

    Kevin Bentley

    Kevin Bentley is an expert on procurement and contract management. Kevin will share his wealth of practical experience of the process as well as ways of improving performance and productivity, driving down costs and raising satisfaction. He will approach the subject from a practical operational perspective, and will also cover procurement, value for money and the role of residents.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start02 Jun 2020 10:30
    • End02 Jun 2020 12:00

    AI and chatbots for customer service and contact centres

    Details

    AI and chatbots for customer service and contact centres

    Free to members

    In this session, we will share with you some things to consider when implementing AI and chatbots for customer service. We will show you the pitfalls to avoid and the best practices to adopt to ensure your technology provides a great customer experience.

    Fuzzlab’s co-founder Scott Summers will be joined by Derren Walker, Director of Technology and Digital Transformation at Accord, who will share his vision and experience of implementing AI and chatbot technology within the organisation.

    Who’s it for?

    Anyone in social housing who has started or is thinking of starting a project to implement a customer service chatbot.

    About Fuzzlab

    Fuzzlab does one thing – chatbots for social housing. We have a SAAS product, pre-trained specifically for customer service in the social housing sector that can be configured and deployed within weeks.

    Booking

    Please check your entitlement before booking as there will be a charge for organisations that aren't members of the Business Innovation Group. Email networks@hqnetwork.co.uk or call 01904 557150 (option 3) if unsure.

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    Meet At

    Further information

    Delegate fees:

    *FREE to members of the Business Innovation Group (part of the Housing Quality Network membership)

    Non-members: £60.00 *

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    In association with:

    Fuzzlab

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start03 Jun 2020 10:00
    • End03 Jun 2020 12:30

    Understanding the housing funding market post-COVID-19

    Details

    Understanding the housing funding market post-COVID-19

    Virtual workshop

    Free to members

    Strange times. As recently as February nobody predicted that the following month base rate would be cut to 0.1%, or that there’d be a £200bn increase in quantitative easing. The COVID-19 pandemic has replaced the Black Swan event as the go-to metaphor for describing the unimaginable.

    The funding situation hasn’t paused during lockdown, but it’s changed. At HQN, we’ve turned to social housing funding expert Adrian Jolliffe (www.2tix.ltd) to help us understand the funding market post-lockdown. Adrian’s worked in the social housing sector since 1990 and has helped to raise or refinance £billions for his clients. Over that time he’s observed the effect of severe recessions on housing associations.

    This virtual seminar will get you up to speed with the current funding issues and give you an opportunity to ask questions about a wide range of housing finance-related topics, such as:

    • State of the funding market just prior to COVID-19
    • Borrowing now – recent bond issues and bank loan facilities
    • Securitisation and valuation
    • The sales market
    • SONIA – the latest news on the transition from LIBOR.

    If you’d like to take part in the virtual event and raise other funding subjects that you want advice on, book now.

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    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    One FREE place to members of the Housing Finance Network

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    In association with:

    2tix

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start10 Jun 2020 10:30
    • End10 Jun 2020 12:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshop

    Virtual workshop

    Dissatisfaction with day-to-day (‘responsive’) repairs accounts for over a third of complaints made to the Ombudsman each year.

    Living in a home in a poor state of repair can have a significant impact on residents. It can cause stress and frustration, and damage the ongoing relationship with the landlord.

    Delivering a good repairs service is a high priority for landlords and many handle complaints very well – but there is room for improvement.

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on this new workshop.

    The workshop will be delivered by the Ombudsman's own expert trainers and will focus on the following themes:

    • How the Housing Ombudsman Service investigates repairs complaints – what you need to know
    • Understanding the key causes of repairs complaints
    • Preventing common complaints
    • Understanding the responsibilities of all parties
    • Speeding up response times and closing complaints early
    • Better record keeping
    • Lessons learned
    • Your questions answered.

    The session will also look at the application of the Dispute Resolution Principles in dealing with repairs complaints.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. 

    The Ombudsman will also be sharing their experience of how social landlords are responding to disrepair and complaints during the Covid pandemic, and the Ombudsman’s expectations in those areas.

    Sold out

    This workshop will also be held on 24 June 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start11 Jun 2020 10:30
    • End11 Jun 2020 12:30

    The future is now – smart homes, IoT and predictive technology

    Details

    The future is now

    Virtual workshop

    The ability to remotely monitor the performance of homes has never been more important. But as thoughts turn to the ‘new normal’ after COVID-19 lockdown, how will this shape our decision making around smart homes, the Internet of Things and predictive technology? 

    The latest research tells us that 15 million homes in the UK now have at least one 'smart' device.

    The technology is available now, the cost is coming down, and consumers – including our residents – are keen to embrace it. But how many social housing providers are substantially investing in smart home technology? And what are the priorities?

    At this very moment, people can feel the effect of the Internet of Things (IoT) in their lives, without necessarily understanding the science behind it. Smartphones, smart bulbs, smart thermostats, smart household appliances and even smart security systems can all operate with no, or very limited, human interaction.

    Thanks to advancements in artificial intelligence, over the next few years the smartest homes will be able to learn about their owners or occupants, eventually anticipating their needs. This growth in predictive technology has potentially huge benefits for social housing organisations.

    A smart thermostat is designed to heat a property in the most efficient way. It adapts to your lifestyle so it knows what rooms to heat up, understands when to switch on and off, and how long it takes to heat your home. Ultimately, it will help to make homes more energy efficient and bring down fuel bills.

    There are also considerable business benefits for housing providers. As a sector, if we can find new ways to monitor the performance of our properties, we can design maintenance schedules that reduce our repair bills by anticipating issues before they occur and use cheaper, preventative fixes.

    But with so much hype about smart homes and so many companies competing for a space in a growing and increasingly competitive market, how do we know we are investing in the best solutions for our residents?

    Join us for this virtual event to explore the following key themes:

    • Smart homes and social housing – making IoT technology work for our properties and residents
    • What we have learned about our homes from COVID-19
    • Showcasing new smart home technology and its practical uses
    • Understanding the business benefits of predictive technology
    • The importance of data integrity and security. 

    We are delighted to announce that this session will be led by:

    Vinnett Taylor, former Head of IoT at O2, technology expert and consultant

    Vinnett is a recognised IoT thought leader and a regular speaker at Government policy and industry conferences. She has represented O2 for several Government-funded project boards, including 'Driven' which is trailing a fleet of driverless vehicles using UK-built software between Oxford and London, and GATEway (Greenwich Automated Transport Environment) conducting several different trials to understand how people respond, engage with and accept automated/Driverless vehicles. Before O2, Vinnett founded and ran a technology management consultancy company, which assisted businesses at all stages from start-ups, through the growth and scale-up to blue chips. Vinnett provided Strategic IT, Telecommunications, M2M and IoT solutions for customers, in addition to publishing papers on the IoT. Previously, Vinnett was a partner director working at several companies including EE, Toshiba, and Symantec.

    Full speaker line up:

    • Vinnett Taylor, former Head of IoT at O2, technology expert and consultant
    • Rob Wray, Chief Innovation Officer, HACT
    • Tim Willcocks, Executive Director of Development at RHP Group and chair of the Better Building Project Board (TBC)
    • Craig Round, Business Analyst, The Regenda Group
    • Alastair Thorpe, Commercial Director, Switchee
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    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    In association with:

    Switchee

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual masterclass
    • Start15 Jun 2020 10:00
    • End15 Jun 2020 12:30

    Gas masterclass – the new normal and emerging best practice

    Details

    Gas masterclass – the new normal and emerging best practice

    Virtual masterclass

    The law hasn’t been on lock down – the fact that landlords have certain legal obligations has not changed. But staying compliant relies on gaining access to tenants’ homes. COVID-19 has and will continue to make this harder.

    That’s why HQN has teamed up with Mat Breakell, a Partner in the Regulatory Team and Head of Health and Safety Commercial Solutions at DAC Beachcroft, to bring you a live virtual masterclass on gas safety, inspections and gas related issues. Mat will cover the legal aspects around compliance enforcement and penalties for non-compliance. Kevin Bentley, lead assessor for HQN’s gas safety accreditation and lead associate for the Asset Management network will cover the practical issues and best practice principles.

    We’ll take a look at the current situation with COVID-19 and the challenges it presents, in particular the implications of an easing of lockdown and continued self-distancing.

    We’ll consider what you must do to stay compliant and within the law whilst preventing the spread of COVID-19 and protecting staff and residents.

    We’ll examine the consequences of non-compliance as well as for more general gas related health and safety breaches.

    Throughout the session we’ll explore current best practice and what the future is likely to bring.

    The topics include:

    • COVID-19:
      • The current position
      • Compliance – the Regulator’s position on enforcement now and in the future
      • Looking to the future – the new normal and emerging best practice
    • Legal considerations:
      • What is reasonably practicable?
      • Introduction to Court sentencing and sentencing guidelines for breaches of health and safety regulation  
    • Changes to gas safety regs and practical implications of this
    • MOT style servicing arrangements.

    Who should attend?

    Everyone with responsibility for gas safety, servicing, repairs and inspections – compliance and assurance, operations and policy/strategy.

    • Gas managers
    • Health and safety managers
    • Void and housing managers
    • Surveyors
    • Operations managers 
    • Repairs and maintenance operatives and those responsible for procurement and contract management
    • Policy, performance and compliance managers.
    find out more

    Meet At

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start15 Jun 2020 10:30
    • End15 Jun 2020 13:00

    Understanding our residents – using new technology and customer insight to build better relationships

    Details

    Understanding our residents – using new technology and customer insight to build better relationships

    Virtual workshop

    How are your residents coping with lockdown life? What impact is the COVID-19 situation having on their families, income and general health and wellbeing? How are we getting this information? What are we doing with it? And why do we need to know in the first place?

    At a time when social distancing has made physical interaction impossible, many social housing providers have taken a proactive approach to engaging with residents through a range of channels and to discuss a variety of issues, from emergency repairs to paying the rent and even putting food on the table.

    New technology and customer insight have played a big part in helping organisations reallocate frontline resources to those that need the most support and finding the best way to engage with them.

    But not all housing providers have the people power, the right systems or even the correct data to take a proactive and targeted approach, leaving some residents potentially isolated and their own business interests exposed.

    This virtual event, being run as part of HQN’s new tech lab series, will cover the following key themes:

    • The landlord-resident relationship – what COVID-19 has taught us
    • Using new technology and customer insight to build better relationships – what works?
    • Going the extra mile – how landlords have stepped up during the lockdown
    • Do residents really want proactive landlords?
    • Measuring the customer experience – what the research tells us.

    Confirmed speakers:

    • Steve Cook, lead associate, HQN Residents’ Network – chair
    • Jane Porter, Chief Operating Officer, Optivo
    • Mark Barrett, Managing Director, Watermelon Research
    • Rob Wray, Chief Innovation Office, HACT.
    • Alexis Goodson, Watermelon Research 
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start17 Jun 2020 10:00
    • End17 Jun 2020 13:00

    Collecting with care virtual workshop

    Details

    Collecting with care

    Virtual workshop

    The Royal College of Psychiatrists reports that one in six British adults has a mental health problem. Almost a quarter of these individuals are behind with at least one bill or payment.

    The Money and Mental Health Policy Institute estimates that one in three social housing tenants with rent arrears, experiences mental health problems. The COVID-19 crisis is likely to compound these difficulties and bring anxiety and stress to many more households.

    Some of these people will be your customers. How do you maximise income AND support vulnerable people? Collecting with Care will help you to strike that balance. 

    Why Collecting with Care…?

    Maggie Houghton, Programme Manager for the Hyde Foundation and Tony Newman, HQN Associate, will host the day. 

    Maggie and Tony will be joined by Stephen Gillatt, founder of Talk Changes Lives and author of “Mad, Sad, Disfunctional Dad.”

    With a clear focus on the key issues and practical ideas and solutions, the conference will examine:

    • The prevalence and impact of mental health problems, including the cognitive effects and why standard arrears processes are unhelpful and often harmful
    • A quick reminder of the legislative framework and how this must inform arrears case management in practice
    • Using the Money and Mental Health Policy Institute’s rent arrears checklist and guidance from the Royal College of Psychiatrists
    • Solutions workshop – What can we do? Including best practice principles and practical case studies.

    Universal Credit is rolling out across the UK. Does your organisation have the policies, procedures and practices in place to support vulnerable customers and to ensure that rent collection and arrears are managed sensitively and effectively?

    This event is the ideal opportunity to make sure.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start17 Jun 2020 10:30
    • End17 Jun 2020 14:30

    Saving tomorrow today: Social landlords and climate change

    Details

    Saving tomorrow today

    Virtual workshop

    The pandemic has understandably completely dominated the news, public and private life, and the globe. But the menace of climate change hasn't gone away. And, like the outbreak, we still must face it, and deal with it.

    The housing sector has a massive part to play in tackling global warming. How do we build efficiently and lower emissions? How do we improve the standard of existing stock? What part do residents and communities have to play?

    With our main climate change conference postponed, we're delighted to bring you a virtual one!

    John Grant, Sheffield Hallam University's Senior Lecturer in Sustainable Construction and Climate Change, will chair this online session.

    Our great line-up of speakers from inside and outside the sector will focus on the steps you can be taking now to tackle climate change.

    So, join us for a day of expert analysis and lively debate.

    Line-up

    • John Grant (Chair), Senior Lecturer in Sustainable Construction and Climate Change, Sheffield Hallam University
    • Fionn Stevenson, Author specialising in energy, housing, building performance, and sustainable design
    • Jessica Marshall, Environmental Impact Co-ordinator, Orbit
    • Craig Round, Business Analyst, The Regenda Group
    • Diana Lock, Head of Energy and Environment, Optivo
    • Fiona Blackley, Head of Neighbourhoods and Networks, Sustrans
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start18 Jun 2020 10:00
    • End18 Jun 2020 15:00

    Nothing about us without us: co-production and resident involvement

    Details

    Nothing about us without us: co-production and resident involvement

    Virtual workshop

    Specially-designed practical workshops for the HQN Residents’ Network for everyone with an interest in co-production and tenant involvement.

    "If you think that your organisation has areas that it can improve in terms of how you engage with your tenants, how you deal with repairs, how you put things right when they go wrong, don’t wait – just get in and implement those improvements. Ideally you’ll do so by co-designing those improvements with your tenants, adapted as necessary to meet local services and needs.” Fiona McGregor, Chief Executive, Regulator of Social Housing

    The Regulator of Social Housing’s message is clear – be proactive, embrace change and work with residents to deliver it. 

    It sounds easy and it is but you need to get to grips with the different approaches to co-production and design something that works for you – your organisation and your tenants.

    This specially designed workshop is for everyone interested in co-production and service user or tenant involvement. 

    It will cover:

    • What it is (and what it is not)
    • Why now – why the context is ripe
    • How to approach it with practical methods and techniques
    • How to make it work and deliver meaningful results.

    The day will be rich with models and illustrative examples both from housing and other sectors with plenty of opportunities for Q&As.

    The workshop will be delivered by Noreen Blanluet, Director at the Co-production Network for Wales: an independent organisation working to transform public services through co-production and involvement. The Network's primary focus is to grow good practice, and foster opportunities for learning and sharing across sectors.

    "Key to successful involvement activity is a recognition that it’s about effective relationships, with good communication, transparency and key values of honesty, trust and respect. This suggests that ‘how you do it’, is as important as what you do and chimes with wider findings from regulation work that it’s culture, values and behaviours which makes the critical difference between success and disaster." – Regulatory Board for Wales (The Right Stuff: Hearing the Tenants’ Voice, Review of Tenant Involvement in Wales, July 2019) 

    "For a housing association, good engagement goes beyond the interactions based around day-to-day service provision, such as collecting rents or documenting requests for repairs; it also goes beyond the traditional processes for responding to specific concerns when a customer raises an issue. In developing good engagement, housing providers have the opportunity to create an environment which supports customers to project their voice, and to take action - either independently or with their peers - to improve their community and local area." – Democratic Society

    About Noreen Blanluet

    Noreen is an experienced coach, facilitator and convenor. She’s been working as a co-production trainer and consultant, helping organisations shift to more citizen-centred approaches so has heaps of practical examples to share. Noreen is interested in lots of things – complexity, resilience, leadership, nurturing diversity and building community, innovation and continuous learning, relationships and most importantly kindness.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Programme

    Download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start24 Jun 2020 10:30
    • End24 Jun 2020 14:00

    Getting your Equality Impact Assessment right

    Details

    Getting your Equality Impact Assessment right

    Virtual workshop

    Equality Impact Assessments (EqIAs) are an essential tool in assessing policies and projects to ensure that they are accessible to all people – residents, customers and employees. They are particularly important at this time when many new policies and initiatives are being introduced to deal with the exceptional situation that the coronavirus pandemic has caused.

    This workshop will give you a practical walkthrough on how to carry out an EqIA – giving delegates the knowledge and confidence to carry out them out in their organisation.

    You will learn:

    • The background and legal basis to Equality Impact Assessments
    • When to carry out EqIAs, who to involve and what to assess
    • How to work through all the stages of carrying out an Equality Impact Assessment
    • Screening
    • Planning and setting up the EqIA group 
    • Collecting information
    • Analysing the information and assessing the policy’s impact
    • Making a decision about how to move forward
    • Drawing up an action plan
    • Top tips.

    Colin Heyman, Lead Associate for the Equality and Diversity Network, will run the workshop bringing his many years’ experience as a trainer and consultant.

    Essential for everyone involved in reviewing, drafting and developing strategies, policies and procedures and managing projects.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start24 Jun 2020 10:30
    • End24 Jun 2020 12:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshop

    Virtual workshop

    Dissatisfaction with day-to-day (‘responsive’) repairs accounts for over a third of complaints made to the Ombudsman each year.

    Living in a home in a poor state of repair can have a significant impact on residents. It can cause stress and frustration, and damage the ongoing relationship with the landlord.

    Delivering a good repairs service is a high priority for landlords and many handle complaints very well – but there is room for improvement.

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on this new workshop.

    The workshop will be delivered by the Ombudsman's own expert trainers and will focus on the following themes:

    • How the Housing Ombudsman Service investigates repairs complaints – what you need to know
    • Understanding the key causes of repairs complaints
    • Preventing common complaints
    • Understanding the responsibilities of all parties
    • Speeding up response times and closing complaints early
    • Better record keeping
    • Lessons learned
    • Your questions answered.

    The session will also look at the application of the Dispute Resolution Principles in dealing with repairs complaints.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. 

    The Ombudsman will also be sharing their experience of how social landlords are responding to disrepair and complaints during the Covid pandemic, and the Ombudsman’s expectations in those areas.

    This workshop will also be held on 10 June 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start30 Jun 2020 10:00
    • End30 Jun 2020 13:30

    Leasehold Summit 2020: The essential components of leasehold management

    Details

    Leasehold Summit 2020: The essential components of leasehold management

    Virtual conference

    Coronavirus and lockdown have impacted on productivity, resourcing and income. When the time comes to return to 'business as usual' leasehold teams will need to fit all the pieces back together. Get all the essential components of leasehold management that have gone out of sync, back into place.

    At this year's Leasehold Summit, we're focusing on these essential components. We're looking at service charges, operations planning, repairs, and fire safety.

    And because legislative changes always roll on despite whatever else is going on, we're also looking at the latest on leasehold reform, and the latest 'need to know' on lease legislation.

    So plug in, log in, and listen in, to all of these short, sharp, essential sessions:

    Operations planning

    • Meet the 'new norm'. Same as the old norm?

    Service charges and S20

    • Getting back on top of service charge administration
    • "It's S20 but not as we know it, Jim!” – preparation for serving S20.

    Reform and legislation

    • The first CMA report on leasehold reform – what's in it for leasehold teams?
    • Leases and Section 20 – what's new? 

    Repairs and major works

    • Preparing for the changes to fire safety legislation
    • Tough times ahead... picking your moment to invoice for major works.

    Listen to the keynotes, and join in the workshop debates.

    Speakers

    Chaired by John Gargan of the Leasehold Network, we've got some great speakers lined up so far:

    • Simon Jones, Assistant Director, The Competition & Markets Authority
    • Adrian Shaw, Head of Service Charges, Clarion Group
    • Nick Kissen, Senior Legal Adviser, The Leasehold Advisory Service
    • Abbie Gregory, Operations Manager, Plumlife
    • Jackie Dickins, Leasehold Associate, The Leasehold Network.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start16 Jul 2020 10:00
    • End16 Jul 2020 16:00

    The Housing Quality Network annual conference 2020: Back from the brink

    Details

    The Housing Quality Network annual conference 2020: Back from the brink

    Free to members

    Working out how the housing sector can bounce back from COVID-19? Worrying what the economic impact will be for our organisations, residents and communities? Wondering if we can make the world a better place once the dust has settled? Seeking clarity amidst the confusion?

    At a time when there are no simple answers to life’s big questions, HQN’s first virtual annual conference will provide the accurate information and expert guidance you need to make informed decisions for the future – direct from the decision makers.

    This year’s conference couldn’t be better timed as the housing sector seeks certainty on how to emerge from the COVID-19 crisis in a way that balances the health and wellbeing of employees, residents and our communities with the viability of organisations.

    By July, the UK is expected to be well on the path back to business as usual and HQN is inviting the key players and policy makers from the housing sector to use this year’s conference to speak direct to our members and provide a clarity of purpose.

    The new virtual format also provides an opportunity for a far more diverse and packed schedule than a one-day conference would normally allow.

    We are in the process of developing key sessions looking ahead to how the housing sector can ‘revive and thrive’ beyond COVID-19 while absorbing any potential economic shocks alongside a series of workshops focusing on specialist areas that will require immediate attention.

    We also expect the Social Housing White Paper, health and safety and climate change to re-emerge as top priorities in the coming months. All will be covered on the day.

    More details including key speakers will be announced shortly.

    Keynote and panel sessions:

    • Revive and thrive – how can housing bounce back and flourish once COVID-19 has eased? Hear direct from policy makers, leaders, funders, and experts as they map out a future for our sector.
    • Care and repair – how well did the housing sector respond to the COVID-19 crisis? Can we be proud of the frontline help and support we offered our residents? We celebrate those that made a difference while highlighting some key lessons to be learned.
    • The UK economy, housing finance and funding – how are finance chiefs mapping their way out of the COVID-19 lockdown? What impact will the events of 2020 have on balance sheets, risk maps and the future health of the sector? What are the key things you need to know about the wider economy?
    • The Social Housing White Paper – hear the latest from the Regulator of Social Housing and others on the rollout of the Social Housing White Paper and its implications for organisations and residents.
    • Homes for NHS Heroes – hear about the launch of a new sector-wide campaign to build new affordable homes for NHS workers.
    • International voices – hear how housing providers from different parts of the world have responded to the challenges posed by COVID-19 and other momentous events.

    Virtual workshops

    • Housing in ‘the new normal’ – a series of sessions looking at the way organisations have adjusted their approach to service delivery during the COVID-19 lockdown and how our response is likely to shape the ‘new normal’ for the way we work, communicate and transact. Covering:
      • The future workplace
      • Delivering digital services
      • Building better relationships with residents.
    • Ramping up repairs – how does the sector get back up to speed with repairs and maintenance activities following COVID-19? What are the priorities and how can we ensure we deliver a safe, efficient and effective service when social distancing restrictions remain in place?
    • Income and arrears – record numbers of new Universal Credit claimants, households struggling to pay their bills and a sharp rise in rent arrears pose a significant threat to income for housing providers in the coming 12 months. What are we doing now to meet the challenges ahead?
    • Unlocking development – building new affordable homes will be a key driver of the UK economy when the world gets back to ‘normal’ but what are we doing now in preparation to get development back on track? What types of homes should we be building? And how do we get anywhere near the numbers required in a subdued housing market? Hear direct from Homes England (TBC), development chiefs and property experts.
    find out more

    Meet At

    Further information

    Delegate fees:
    Price per delegate: £299.00*
    Members of the Housing Quality Network: FREE*
    Members of any other HQN network: £219.00*

    *Free places are available to members of the Housing Quality Network. To find out your entitlement please get in touch.

    Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.    

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited.

    • Event TypeHQN Event
    • Venue200 SVS Conference & Events
    • Address 200 St Vincent St, Glasgow , G2 5SG
    • Start25 Aug 2020 10:00
    • End25 Aug 2020 16:00

    The RIEN Scottish Annual Conference 2020 – Managing income and sustaining tenancies

    Details

    The RIEN Scottish Annual Conference 2020

    By popular demand, we’re re-launching the RIEN Scottish Annual Conference.

    Now’s the time to grab your places for an informative and thought-provoking day.

    The conference will take a close look at what’s happening in the world of housing income management.

    This year’s programme

    Chair: Tony Newman, RIEN Lead Associate. Tony will lead the day and kick us off with a “state of the nation” overview of housing income management with a wealth of positive practice examples and the key features of top performing housing providers across the UK. He will also lead the afternoon’s positive practice and innovation workshop. 

    Gail Ward, Housing Policy Officer at Highland Council, will present a positive practice case study on the income management strategy at the Highland Council.

    Kirsty Ward, Group Universal Credit Lead at the Wheatley Group will also present a case study on their income management policy, including practical performance tips and ideas. 

    Karen Hurst, Policy Officer from the Association of British Credit Unions, will speak about how tenancy sustainment and a reduction in rent arrears can be achieve through the use of Credit Unions. 

    Maggie Houghton, Programme Manager for the Hyde Foundation will be joining us to present a powerful and practical session on "Mental Health and Rent Arrears in Social Housing; Facts and solutions".

    If you want to be there, book now as places will go fast!

    Feedback from RIEN Scottish training and national annual conferences

    'Excellent chair, full agenda covering all aspects of RSCs and local authorities.'

    'Fantastic event with an interesting approach'

    'Presentations were well prepared and presented.'

    'Tony was an excellent trainer, kept the group motivated.'

    find out more

    Meet At

    Further information

    Delegate fees:

    First place: FREE! 

    Additional places are priced at £99* each

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

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