1. The future of housing management

    Details

    The future of housing management

    Budget cuts, welfare reforms, new technology, mergers and organisational restructures have seen the responsibilities of frontline housing staff change beyond recognition in recent years – so much so that the job title of the “housing officer” can have dramatically different meanings from one organisation to the next.

    During this full-day conference, we will explore a range of different delivery models and consider the latest thinking from across the sector on the best ways to deploy resources. 

    We’ll look at the different models in operation, what they have achieved, and how effective they are in tackling the issues facing housing providers in managing multi-tenure estates, developing neighbourhood plans that deliver, and ensuring tenants have a voice.

    We’ll examine whether landlords can fulfil their responsibilities effectively without traditional housing officers.

    With new technology developing at an exceptionally fast pace we’ll explore how landlords can keep up with the changes and use digital services effectively to streamline operations, improve resident engagement and satisfaction. We’ll look ahead at what options will be available to housing management teams in the future and how to make the most of them.

    Finally, we’ll consider the important role that housing management plays in health and safety and safeguarding the well-being of residents.

    Confirmed speakers:

    • Nic Bliss, Confederation of Co-operative Housing - Is a national voice for tenants needed?
    • Peaks & Plains Housing Trust - Do we need housing officers?
    • Aster Group - The role of housing in tackling ASB
    • Annemarie Fenlon, Notting Hill Housing - Notting Hill's Altogether Better management model
    • New Charter Group - A best practice approach to neighbourhoods.

    More to follow.

    This event will also be held in Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 25 August 2017.

    Venue map

  2. IFSM-accredited fire risk assessor training - tailored specifically for high- and low-rise flat blocks in England and Wales (three-day course)

    Details

    IFSM -accredited fire risk assessor training

    The press is full of stories about organisations not having sufficient fire risk assessments. Some don’t even know whether the assessments they do have are even suitable. Are you one of them?

    This comprehensive three-day training programme will give you the knowledge and confidence to undertake an assessment of your own and audit your completed contractor’s assessments.

    Developed with industry professionals, we’ve tailored this course specifically for high- and low-rise flat blocks in England and Wales so you can be assured that the content is relevant to you. What’s more, the course has been accredited by The Institute of Fire Safety Managers (IFSM).

    This is the definitive guide to carrying out and understanding fire risk assessments.

    But don’t just take our word for it, have a look at what some of our previous delegates had to say…

    Easy to understand, enjoyable and thoroughly developed my knowledge of fire safety. I learned the correct way in which to carry out an inspection and look at every tiny detail.

    Stuart Adkins, Surveyor, WM Housing Group

    I am now fully confident to carry out fire risk assessments in my workplace as a result of this excellent training course.

    David Mulcahy, Health and Safety Advisor, Riverside Group

    Expert guidance

    Our trainer, Bob Evans, has over 30 years’ experience in the Fire Service and 16 years as a fire safety consultant. With both the knowledge and the practical experience, Bob is well equipped to lead you through the three days.

    Who should attend?

    If you work in health and safety, asset management or are looking for an opportunity to develop your skills, this is for you. You’ll put your training into practice in the practical assessment on the final day so you can be confident that you’re able to carry out assessments to a high standard.

    The Institute of Fire Safety Managers (IFSM) has accredited this course.

    Please note that this is a three-day course.

    SOLD OUT

    If you would like to be added to the reserve list, please email events@hqnetwork.co.uk

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £799.00 *
    Members of the Health and Safety Network: £699.00 *

    * All prices are subject to VAT.

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  3. The lifecycle of a property - new approaches to asset management

    Details

    The lifecycle of a property

    With housebuilders of all stripes under the cosh over the quality of new homes, the rent reduction putting a squeeze on repairs and maintenance budgets and the continuing drive for efficiency savings across all areas of housing, HQN is giving housing providers the opportunity to take stock and re-examine their whole approach to asset management.

    This event will look at every aspect of the process from building the right type of property for the right customer in the right location to the effective management of the property at every stage of its life.

    Our one-day masterclass will cover the following:

    • Location, location, location – spotting the best opportunities for investment in the post-Brexit housing market
    • Customers and lifestyles - who will be our future customers, how they influence design
    • New technology – what to put in, what hasn’t worked, the latest trends
    • Life cycle costing – getting the balance right between initial spend on development, fixtures etc versus on going future maintenance costs
    • Managing the handover from development to management/maintenance including effective approaches to snagging and the defects period
    • The importance of data and record keeping – analysing repairs spend, tailoring the programme, property MOTs
    • Planned, cyclical and responsive repairs – the current trends, the efficacy of different approaches and the implications of cutting back on planned maintenance
    • Making the most of new technology and IT systems – innovation and integration
    • Effective asset management strategies – option appraisals and return on investment
    • Working with your partners including contract management
    • Future plans – modern methods of construction, factory homes, building without grant.

    Confirmed speakers:

    • Wayne Hughes, Managing Director, Aspire Housing – Chair
    • Rob Owens, Proposition Analyst, Hometrack
    • Phil Pemberton, Director of Asset Strategy and Delivery, Riverside
    • Emma Palmer, Executive Director (Strategic Partnerships), Flagship Housing Group
    • Wayne Gethings, Managing Director, Wrekin Housing Trust
    • Rowley Maggs and James Laird, SDS

    Who should attend:

    • Chief Executives
    • Directors of development
    • Directors of asset management
    • Finance directors
    • Heads of service and senior managers for: DLO/repairs and maintenance/Asset management
    • Development teams
    • Performance and quality professionals
    • Policy and Strategy professionals
    • Surveyors.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 30 September 2017.

    Venue map

    • Event TypeHQN Event
    • VenueCardiff
    • Start31 Oct 2017 10:00
    • End31 Oct 2017 16:00

    Good governance in the safety and supply era

    Details

    Good governance in the safety and supply era

    It's time to re-think the way we do governance. Are your arrangements fit for purpose in the era of safety and new build?

    Book on to HQN's masterclass to find out what you should be doing to raise your governance standards.

    Final accountability rests with the Board. The Board must act in the best interests of your residents, your employees, your key stakeholders and investors. That's not an easy task and they can't do it alone. There's a whole support team behind them. Your framework and procedures must help Board members to do their jobs effectively. Getting the relationships right and the most from skills and expertise is vital.

    So join HQN Chief Executive Alistair McIntosh and the lead associate of HQN Cymru Keith Edwards for a day of strategic advice and practical guidance.

    You'll get to hear from all sides of the table – the company secretary/governance officer, the Executive team, the Board chair and the NEDs. We'll leave no stone unturned.

    Full line-up of speakers to be announced shortly.

    Sessions include:

    • The HQN experience: What does good governance look like? what makes a good board? what are the common pitfalls? How best to avoid them
    • A day in the life of the company secretary/governance officer - dealing with the essentials from board papers to minutes
    • Making meetings more effective
    • Putting it right when it all goes wrong
    • To pay or not to pay: but is that the question?

    We'll also provide views on governance from inside and outside the boardroom, including:

    • The chief executive’s perspective
    • The NED’s perspective – how do NEDs get close to an organisation and make the right decisions when it's not your day job?
    • The Regulatory Board for Wales perspective
    • The local authority perspective
    • The tenant's perspective.

    Speakers include:

    • Helen White, Chair of the Regulatory Board for Wales
    • Ceri Doyle, Chief Executive Newport City Homes
    • Fran Bevan, Chair Merthyr Valleys Homes Democratic Body
    • Simon Inkson, Vice-chair Housing Leadership Cymru and Head of Housing Powys County  Council
    • Joy Kent, Vice Chair, Cynon Taf Housing Group and Board Member for the Community Foundation in Wales.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00*
    Members of HQN Cymru: £150.00*
    Early Bird: £259.00*

    *Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 29 September 2017.

    • Event TypeHQN Event
    • Venuethestudio Manchester
    • Address The Hive, M1 1FN
    • Start31 Oct 2017 10:00
    • End31 Oct 2017 14:00

    Housing Ombudsman workshop: managing challenging complaints effectively

    Details

    Housing Ombudsman workshop

    HQN is once again teaming up with the Housing Ombudsman Service for a new series of practical workshops designed to help social landlords handle customer complaints more effectively.

    The practical half-day workshops will be delivered by the Housing Ombudsman’s own expert trainers and will focus on the following themes:

    • Managing complainants with persistent and challenging behaviours
    • Handling anti-social behaviour complaints
    • Putting the matter right
    • When to award compensation and deciding on the right amount
    • Using the learning from complaints to implement positive change.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. There will also be an opportunity to network with peers from other landlords.

    SOLD OUT

    If you would like to be added to the reserve list, please email events@hqnetwork.co.uk.

    This event will also be held in  Birmingham, London and Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Member price: £99 + VAT
    Non-member price: £289 + VAT

    Venue map

    • Event TypeHQN Event
    • VenueBirmingham
    • Start02 Nov 2017 10:00
    • End02 Nov 2017 16:00

    The Edge 2017: the robots are coming!

    Details

    The edge 2017: the robots are coming

    It is all systems go for Universal Credit. In the drive to maximise income, sustain tenancies and support residents, housing providers need to stay ahead of the game.

    To keep you at the cutting edge of income management and customer engagement, we’ve a great line-up for our next “Edge” seminars, with a focus on innovation and automation to boost efficiency.

    Whether you’re a housing association or local authority, we’ve a host of practical case studies, great new ideas and a chance to network with colleagues.

    This is  an ideal chance to re-programme your rent collection and arrears management systems.

    RIEN lead associate, Tony Newman, will chair the day, present some thought-provoking examples of automation and machine learning from the commercial collections industry and facilitate an innovation workshop.

    Tony will be joined by Paul Gilbert from L&Q, Tom Harrison from Hackney Homes and Sarah Johnson and Conrad Baker from whg who will all present their projects to introduce innovation and automation to their organisations’ income management operations.

    Nichola Fahey and Priscilla Mazeva of Bridge Housing Solutions will introduce My Rent Rewards, a potentially game-changing app that helps customers to build credit balances on their rent accounts.

    The seminar is ideal for anyone interested in rent collection, arrears management, tenancy sustainment, housing support, lettings and allocations and generic housing management.

    Are the robots coming? Join us to find out!

    Here’s what our previous delegates had to say about this event:

    “Lots of positive ideas to take away and adapt for my own service area. Really interesting event - really enjoyed each speaker.”

    Keira Morton, Income Service Team Leader, Stafford and Rural Homes

    “Well organised, informative and great opportunity to share best practices.”

    Victoria Curry, Incomes Team Leader, Wulvern Housing

    “Excellent speakers - interesting & relevant presentations.”

    Diana Robins, Senior Income Officer, Bracknell Forest Homes

    This event will also be held in Manchester and London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 6 October 2017.

  4. HQN business transformation workshops – Using data for better customer insight and engagement – FREE to HQN members

    Details

    Business Transformation Group - Coventry

    ‘Changing the way we do business’ is the mantra for many housing organisations as they seek to adapt to a new landscape where housing delivery, being more efficient and the sweating of assets are the top priorities.

    Housing providers all over the country are embarking on business transformation journeys of all different shapes and sizes. Some are focusing on very specific areas while others are recalibrating their entire organisation – or merging with others. And while millions of pounds is being spent on new technology, it is buy-in from colleagues and residents that is most fundamental to a successful change programme.

    In the coming months, the Housing Quality Network is joining forces with a number of housing associations and technology companies for a series of workshops dedicated to business transformation, channel shift and culture change.

    Each workshop is designed to be fully interactive with participants invited to discuss, debate and share best practice on the theme chosen by the host organisation.

    Business Transformation Group workshop programme Autumn 2017/ Winter 2018:

    • Hightown Housing Association – Thursday 12 October 2017 – Present imperfect: implementing system change in the real world
    • Orbit Group – Tuesday 7 November 2017  – Using data for better customer insight and engagement
    • United Welsh – Tuesday 14 November 2017 – #FutureWorkplace
    • A2Dominion  – Tuesday 16 January 2018  – Transformation in housing and estate services

    More details about each workshop, including timings, will be made available in due course. Further workshops are to be added.

    Places for each event are strictly limited to 20. Priority booking for these free events are being given to delegates of our Taking Flight business transformation conference. You can book your place here.

    If you would like to join the Business Transformation Group, please contact jon.land@hqnetwork.co.uk  – your organisation must be a member of the Housing Quality Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £60.00 *

    *Members of the Housing Quality Network (including BTG) and HQN Cymru can attend for free. Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information.

    • Event TypeHQN Event
    • VenueKingsway Hall, London
    • Address 66 Great Queen Street, WC2B 5BX
    • Start08 Nov 2017 10:00
    • End08 Nov 2017 14:00

    Housing Ombudsman workshop: managing challenging complaints effectively

    Details

    Housing Ombudsman workshop

    HQN is once again teaming up with the Housing Ombudsman Service for a new series of practical workshops designed to help social landlords handle customer complaints more effectively.

    The practical half-day workshops will be delivered by the Housing Ombudsman’s own expert trainers and will focus on the following themes:

    • Managing complainants with persistent and challenging behaviours
    • Handling anti-social behaviour complaints
    • Putting the matter right
    • When to award compensation and deciding on the right amount
    • Using the learning from complaints to implement positive change.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. There will also be an opportunity to network with peers from other landlords.

    SOLD OUT

    If you would like to be included on a reserve list please email events@hqnetwork.co.uk.

    This event will also be held in BirminghamLondon and Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Member price: £99 + VAT
    Non-member price: £289 + VAT

    Venue map

    • Event TypeHQN Event
    • VenueLondon
    • Start14 Nov 2017 09:00
    • End14 Nov 2017 12:00

    Gas network – do you have one? Come and find out…

    Details

    Gas network – do you have one?

    Do your consumers have access to their meter inlet valve? If not you may have a ‘downstream’ gas network… join us FREE to hear from the HSE and the Peabody Group.

    At this seminar, we will give you a brief overview of gas networks, including what they are, why an organisation may have one and how you can find out if you do have one.

    What’s covered:

    • An overview of small residential gas networks in the UK
    • The issues the HSE are finding about identification – what’s the risk?
    • Management of a network
    • What an intelligent client looks like.

    Our trainer:

    Matthew Tackling and Andrew Cooke, both HM Inspectors of Health & Safety, Energy Division (HSE) will be in attendance and will cover the broader aspects of gas networks.

    Additionally, Paul Williams, Head of Health and Safety at the Peabody Group, will share his experiences of working with the HSE having identified a gas network at Strawberry Vale and how the Peabody Group have established management arrangements for the network.

    Who should attend:

    Health and safety and asset management professionals.

    find out more

    Meet At

    Further information

    Delegate fees:
    This is a FREE seminar for members of the Health and Safety Network and the Asset Management Network.

  5. HQN business transformation workshops – #FutureWorkplace – FREE to HQN members

    Details

    Business transformation group - Caerphilly

    ‘Changing the way we do business’ is the mantra for many housing organisations as they seek to adapt to a new landscape where housing delivery, being more efficient and the sweating of assets are the top priorities.

    Housing providers all over the country are embarking on business transformation journeys of all different shapes and sizes. Some are focusing on very specific areas while others are recalibrating their entire organisation – or merging with others. And while millions of pounds is being spent on new technology, it is buy-in from colleagues and residents that is most fundamental to a successful change programme.

    In the coming months, the Housing Quality Network is joining forces with a number of housing associations and technology companies for a series of workshops dedicated to business transformation, channel shift and culture change.

    Each workshop is designed to be fully interactive with participants invited to discuss, debate and share best practice on the theme chosen by the host organisation.

    Business Transformation Group workshop programme Autumn 2017/ Winter 2018:

    • Hightown Housing Association – Thursday 12 October 2017 – Present imperfect: implementing system change in the real world
    • Orbit Group – Tuesday 7 November 2017  – Using data for better customer insight and engagement
    • United Welsh – Tuesday 14 November 2017 – #FutureWorkplace
    • A2Dominion  – Tuesday 16 January 2018  – Transformation in housing and estate services

    More details about each workshop, including timings, will be made available in due course. Further workshops are to be added.

    Places for each event are strictly limited to 20. Priority booking for these free events are being given to delegates of our Taking Flight business transformation conference. You can book your place here.

    If you would like to join the Business Transformation Group, please contact jon.land@hqnetwork.co.uk  – your organisation must be a member of the Housing Quality Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £60.00 *

    *Members of the Housing Quality Network (including BTG) and HQN Cymru can attend for free. Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information.

    • Event TypeHQN Event
    • VenueManchester
    • Start15 Nov 2017 10:00
    • End15 Nov 2017 16:30

    Unlocking investment - emerging funding solutions for new affordable housing

    Details

    Unlocking investment - emerging funding solutions for new affordable housing

    Hear direct from five leading companies looking to invest billions in the UK's affordable housing sector.

    The pressure is on to build more homes. But with funding from government at a premium, housing associations and local authorities are seeking new solutions to kickstart development programmes.

    Much has been made of the new housing finance models entering the market but behind the headlines what do these companies actually do and how can they help social housing providers deliver the homes we so desperately need?

    In November, HQN is bringing together five of the leading players in the affordable housing investment market for a unique event where delegates will have an opportunity to:

    • Hear exactly how the different funding models work
    • Compare and contrast their offers
    • Talk direct to key people.

    The companies speaking at the event will be:

    • Cheyne Capital
    • Heylo
    • QSH
    • Resonance
    • Civitas.

    About the companies

    Cheyne Capital

    Cheyne works with high impact, social sector organisations that are delivering services in the UK including social housing, elderly extra care, housing for the homeless, adult social care and supported living for people with physical and / or learning disabilities. Cheyne’s Social Property Impact team will acquire or build properties and lease these properties to social service providers at affordable rates.

    Heylo

    Heylo Housing is a residential property company with a long term investment strategy to provide affordable housing across the UK. In partnership with a leading local authority and backed by significant pension fund investment, the Heylo team are in contract with a number of national and regional developers to implement Heylo's unique suite of housing solutions and drive significant affordable housing delivery over the next three to five years, further enhanced by its recently acquired RP status.

    QSH

    The QSH mission is simple: To deliver homes without the need for public subsidy. Our investment accelerates the development of housing schemes in partnership with councils and housing associations, in partnership with our investors, which include Lloyds Bank and Harcourt Capital.

    Resonance

    Resonance works with social enterprises that demonstrate “high impact” and lasting transformational change, connecting them with investors who care about the same issues. Started in 2002, Resonance now also manages seven impact investment funds, including three focused  on move-on accommodation for homelessness, and has particular expertise in homelessness, community-led projects, education, health, social care and criminal justice.

    Civitas

    Civitas works in partnership with housing associations and local authorities to help them unlock capital held in existing social homes for new development. Civitas does not develop or manage social homes directly but works in close collaboration with Registered Providers and others. Civitas’ investment activity supports housing providers with the provision of permanent capital to facilitate their objective of delivering more social homes and offers investors the potential for sensible, risk adjusted real returns with regular dividend distributions.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information.

    • Event TypeHQN Event
    • VenueLondon
    • Start16 Nov 2017 10:00
    • End16 Nov 2017 16:00

    Powering up district heat

    Details

    Powering up district heat

    District heat is set to play a major role in providing Britain with a low carbon, low cost energy supply.

    The government is pumping more than £320m into new heat networks which it says could reduce heating costs by more than 30% for some households.

    But despite being seen as the way to a greener future, district heat is not without its challenges.

    In a rapidly growing market some housing associations and local authorities are struggling with poorly performing and outdated networks. Performance standards across the industry are still being standardised, but there remains some uncertainty as to what good value looks like.

    After an initial honeymoon period, the industry has also received its fair share of bad press in recent months, with vocal residents venting their frustration in the media. 

    These are not unexpected problems for a developing industry. District heat professionals remain confident that, given time, the market will transform the way future generations heat their homes.

    This timely event will explore how landlords and developers are transforming the decades old concept of district energy with new innovations in order to bring the industry into the 21st Century.

    Sessions include:

    • The policy landscape for district heat – aims for the future
    • Developing a new set of performance standards for heat networks
    • How new technology and data is helping landlords minimise risk and protect customers
    • Putting consumers centre stage – winning over hearts and minds
    • Best practice case studies.

    Confirmed speakers:

    Tim Rotheray, Director, ADE
    Tim was appointed Director of the ADE in August 2013 having previously led the team as Head of Policy and Communications. Tim is responsible for the development and implementation of the association’s vision for the energy system and oversees the association’s strategic relationships with members, government, regulators and wider stakeholders. Tim joined the ADE as policy manager at the beginning of 2010 from the Micropower Council where he also held a policy role. During his time in the sustainable energy sector, Tim has also worked for the National Assembly for Wales where he researched the renewable energy potential and barriers in Wales. In his role as board member Tim provides strategic direction to the sector's European trade representatives Euroheat and Power and Cogen Europe while also contributing to government's district heating and Renewable Heat Incentive industry groups, and the CBI's energy policy committee.  

    Casey Cole, Managing Director at Guru Systems
    Having worked for more than 15 years in low-carbon energy, Casey Cole has in-depth experience of making sustainability work in practice: technically, commercially and legally. He co-founded Guru Systems in 2012 in response to the lack of smart metering and monitoring systems for decentralised energy networks. In November 2015, Casey was named Chair of the Board at Heat Trust, the customer protection scheme that sets out a common standard of quality and protection for the supply of heat on onsite energy networks.

    Gareth Jones, Managing Director at FairHeat
    Gareth has more than a decade of experience in the low-carbon energy sector, having established several start-up ventures across district heating, utility services, integrated solar ESCOs and biomass. He established FairHeat to bridge the expertise gap in the market and deliver the knowledge required to realise the full potential of heat networks in the UK. Gareth started his career at The Boston Consulting Group, moving on to Linklaters, firstly as Head of Strategy and then as Asia COO, overseeing joint ventures, mergers, new market entry, performance improvement and restructuring.

    Victoria Keen, Head of Sustainability at The Guinness Partnership
    Victoria is responsible for the overall direction of the environmental sustainability agenda at The Guinness Partnership, providing leadership and management, informing business practices and decision making. She oversaw and developed The Guinness Partnership’s approach to communal heating in new-build properties, including design, install and commissioning procedures, metering and billing strategy, system efficiency, overheating and heat loss.

    Bindi Patel, Head of Scheme, Heat Trust

    Who should attend?

    • Directors of asset management
    • Heads of service and senior managers for maintenance/asset management
    • Sustainability professionals
    • Performance and quality professionals
    • Policy and Strategy professionals
    • Housing managers/officers
    • Estate services teams.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 13 October 2017.

    • Event TypeHQN Event
    • VenueManchester
    • Start16 Nov 2017 10:00
    • End16 Nov 2017 16:00

    The Edge 2017: the robots are coming!

    Details

    The Edge 2017: the robots are coming!

    It is all systems go for Universal Credit. In the drive to maximise income, sustain tenancies and support residents, housing providers need to stay ahead of the game.

    To keep you at the cutting edge of income management and customer engagement, we’ve a great line-up for our next “Edge” seminars, with a focus on innovation and automation to boost efficiency.

    Whether you’re a housing association or local authority, we’ve a host of practical case studies, great new ideas and a chance to network with colleagues.

    This is  an ideal chance to re-programme your rent collection and arrears management systems.

    RIEN lead associate, Tony Newman, will chair the day, present some thought-provoking examples of automation and machine learning from the commercial collections industry and facilitate an innovation workshop.

    Tony will be joined by Paul Gilbert from L&Q, Tom Harrison from Hackney Homes and Sarah Johnson and Conrad Baker from whg who will all present their projects to introduce innovation and automation to their organisations’ income management operations.

    Nichola Fahey and Priscilla Mazeva of Bridge Housing Solutions will introduce My Rent Rewards, a potentially game-changing app that helps customers to build credit balances on their rent accounts.

    The seminar is ideal for anyone interested in rent collection, arrears management, tenancy sustainment, housing support, lettings and allocations and generic housing management.

    Are the robots coming? Join us to find out!

    Here’s what our previous delegates had to say about this event:

    “Lots of positive ideas to take away and adapt for my own service area. Really interesting event - really enjoyed each speaker.”

    Keira Morton, Income Service Team Leader, Stafford and Rural Homes

    “Well organised, informative and great opportunity to share best practices.”

    Victoria Curry, Incomes Team Leader, Wulvern Housing

    “Excellent speakers - interesting & relevant presentations.”

    Diana Robins, Senior Income Officer, Bracknell Forest Homes

    This event will also be held in Birmingham and London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 6 October 2017.

    • Event TypeHQN Event
    • VenueSurrey
    • Start21 Nov 2017 09:00
    • End23 Nov 2017 17:00

    IFSM-accredited fire risk assessor training Tailored specifically for high- and low-rise flat blocks in England and Wales (three-day course)

    Details

    IFSM-accredited fire risk assessor training - tailored specifically for high- and low-rise flat blocks in England and Wales (three-day course)

    The press is full of stories about organisations not having sufficient fire risk assessments. Some don’t even know whether the assessments they do have are even suitable. Are you one of them?

    This comprehensive three-day training programme will give you the knowledge and confidence to undertake an assessment of your own and audit your completed contractor’s assessments.

    Developed with industry professionals, we’ve tailored this course specifically for high- and low-rise flat blocks in England and Wales so you can be assured that the content is relevant to you. What’s more, the course has been accredited by The Institute of Fire Safety Managers (IFSM).

    This is the definitive guide to carrying out and understanding fire risk assessments.

    But don’t just take our word for it, have a look at what some of our previous
    delegates had to say…

    "Easy to understand, enjoyable and thoroughly developed my knowledge of
    fire safety. I learned the correct way in which to carry out an inspection and
    look at every tiny detail."

    Stuart Adkins, Surveyor, WM Housing Group

    "I am now fully confident to carry out fire risk assessments in my workplace as a
    result of this excellent training course."

    David Mulcahy, Health and Safety Advisor, Riverside Group


    Expert guidance

    Our trainer, Bob Evans, has over 30 years’ experience in the Fire Service and 16
    years as a fire safety consultant. With both the knowledge and the practical
    experience, Bob is well equipped to lead you through the three days.


    Who should attend?

    If you work in health and safety, asset management or are looking for an
    opportunity to develop your skills, this is for you. You’ll put your training into practice in the practical assessment on the final day so you can be confident that you’re able to carry out assessments to a high standard.

    The Institute of Fire Safety Managers (IFSM) has accredited this course.

    Please note that this is a three-day course.

    SOLD OUT

    If you would like to be added to the reserve list, please email events@hqnetwork.co.uk

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £799.00 *
    Members of the Health and Safety Network: £699.00 *

    * All prices are subject to VAT.

    • Event TypeHQN Event
    • Venuepentahotel Birmingham
    • Address Holloway Head/Ernest Street, B1 1NS
    • Start23 Nov 2017 10:00
    • End23 Nov 2017 14:00

    Housing Ombudsman workshop: managing challenging complaints effectively

    Details

    Housing Ombudsman workshop: managing challenging complaints effectively Birmingham

    HQN is once again teaming up with the Housing Ombudsman Service for a new series of practical workshops designed to help social landlords handle customer complaints more effectively.

    The practical half-day workshops will be delivered by the Housing Ombudsman’s own expert trainers and will focus on the following themes:

    • Managing complainants with persistent and challenging behaviours
    • Handling anti-social behaviour complaints
    • Putting the matter right
    • When to award compensation and deciding on the right amount
    • Using the learning from complaints to implement positive change.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. There will also be an opportunity to network with peers from other landlords.

    This event will also be held in London and Manchester.

    SOLD OUT

    If you would like to be added to the reserve list, please email events@hqnetwork.co.uk.

    find out more

    Meet At

    Further information

    Delegate fees:
    Member price: £99 + VAT
    Non-member price: £289 + VAT

    Venue map

    • Event TypeHQN Event
    • VenueLondon
    • Start23 Nov 2017 10:00
    • End23 Nov 2017 16:00

    Stress testing 2017 – from risk maps to reality

    Details

    Stress testing 2017 - from risk maps to reality

    “The time for leniency is at an end”.

    That’s what Julian Ashby says. And of course, he is right. You can expect to see a lot more V2s soon. So, it’s getting tougher.

    The HCA keeps banging the drum about stress testing. They go to town on it at every IDA. Why? It’s partly because Grenfell caught many of us cold. Did your risk map see it coming? What’s around the corner? It might be problems stemming from climate change. Could we deal with it? It’s also a lot to do with sales risk. The Bank of England tells lenders to test for a 33% drop in prices.

    And all the while we need to be on top of welfare reform, Brexit and whatever else the world throws at us. You know that testing for problems with consumer standards is now a big deal. So it’s a wider agenda this year. The tenants are back on the bus, so to speak.

    What flaws are the HCA pouncing on?

    • Stress testing in splendid isolation divorced from the business plan
    • Half-hearted ill thought through mitigations that lack clarity and precision
    • Projecting cuts to planned maintenance and increased sales receipts to get you over pinch points with insufficient supporting evidence
    • Confusion about who does what when things go wrong in over complicated structures
    • Fantasies about the future profitability of subsidiaries and a Baldrick style plan B for when it falls over
    • Blind faith in commercial partners instead of cold hearted due diligence
    • No ability to spot where risks could come from never mind stress testing for them
    • Bought in of the shelf stress testing that does not engage with your issues at all.

    There is no excuse for any of these. We can show you how to do a much better job.

    At our 'Stress Testing 2017' event, taking place the day after Philip Hammond's Autumn Budget, you will hear direct from the HCA and industry experts alongside HQN's team which has undertaken more than 70 presentations to boards about the stress testing you need to model and how to maintain an Iron Grip on the business.

    Key themes:     

    • The HCA's new Value for Money standard – what it will mean for your organisation
    • Getting risk maps right – why have they consistently failed to spot dangers – is the system inherently unreliable or can it be improved
    • Potential UK economic shocks (including Chinese capital controls stopping investment in the UK) and mitigations
    • Good practice on spotting and mitigating risks at individual associations
    • Using modelling and other evidence to facilitate effective board discussions on stress testing
    • Common flaws in stress testing – such as optimism bias (the housing market always turns round); glib mitigations (don’t worry we can get high rents for all the homes we can’t sell); dangerous mitigations (chopping the maintenance spending as a balancing figure); and not getting the right data at the right time (curtailing your response time). 

    Who should attend?

    • Chief executives
    • Executive directors
    • Board members
    • Policy and strategy teams
    • Governance teams
    • Financial management teams.

    This event will also be held in Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 20 October 2017.

    • Event TypeHQN Event
    • VenueKingsway Hall, London
    • Address 66 Great Queen Street, WC2B 5BX
    • Start29 Nov 2017 10:00
    • End29 Nov 2017 16:00

    The Edge 2017: the robots are coming!

    Details

    The Edge 2017:   the robots are coming!

    It is all systems go for Universal Credit. In the drive to maximise income, sustain tenancies and support residents, housing providers need to stay ahead of the game.

    To keep you at the cutting edge of income management and customer engagement, we’ve a great line-up for our next “Edge” seminars, with a focus on innovation and automation to boost efficiency.

    Whether you’re a housing association or local authority, we’ve a host of practical case studies, great new ideas and a chance to network with colleagues.

    This is  an ideal chance to re-programme your rent collection and arrears management systems.

    RIEN lead associate, Tony Newman, will chair the day, present some thought-provoking examples of automation and machine learning from the commercial collections industry and facilitate an innovation workshop.

    Tony will be joined by Paul Gilbert from L&Q, Tom Harrison from Hackney Homes and Sarah Johnson and Conrad Baker from whg who will all present their projects to introduce innovation and automation to their organisations’ income management operations.

    Nichola Fahey and Priscilla Mazeva of Bridge Housing Solutions will introduce My Rent Rewards, a potentially game-changing app that helps customers to build credit balances on their rent accounts.

    The seminar is ideal for anyone interested in rent collection, arrears management, tenancy sustainment, housing support, lettings and allocations and generic housing management.

    Are the robots coming? Join us to find out!

    Here’s what our previous delegates had to say about this event:

    “Lots of positive ideas to take away and adapt for my own service area. Really interesting event - really enjoyed each speaker.”

    Keira Morton, Income Service Team Leader, Stafford and Rural Homes

    “Well organised, informative and great opportunity to share best practices.”

    Victoria Curry, Incomes Team Leader, Wulvern Housing

    “Excellent speakers - interesting & relevant presentations.”

    Diana Robins, Senior Income Officer, Bracknell Forest Homes

    This event will also be held in Birmingham and Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 6 October 2017.

    Venue map

    • Event TypeHQN Event
    • VenueLondon
    • Start07 Dec 2017 10:00
    • End07 Dec 2017 16:00

    The Residents' Network annual conference 2017

    Details

    Residents Network annual conference 2017

    The theme for this year's conference is 'Resident involvement - rip it up and start again?'.

    The Residents' Network features a broad collection of members and one of its main strengths is its ability to share ideas. We promote different ways for residents and staff to work together, and for organisations to meet regulatory obligations.

    But what if we're getting it all wrong?

    Even before the Grenfell Tower fire, change felt inevitable in the field of tenant involvement and empowerment. Over time we have witnessed the splitting of our regulator into two halves, with neither feeling like it deals with co-regulation and scrutiny. We have seen widespread changes to funding projects involving residents, as a result of the 1% rent cut. We’re also now experiencing digital technologies changing the ways people provide services.

    With all this happening, is it time to rip it all up and start again?

    This year's annual conference will examine what the future of resident involvement could look like and challenge the housing sector to find new ways of ensuring the voices of residents are heard.

    Key sessions include:

    • The Residents' Network review of the year
    • Rip it up and start again? The future of resident involvement
    • 98% happy? KPIs and what they actually tell us about resident satisfaction
    • The new National Tenant Voice – can it make a difference?
    • Social housing stereotypes – helping to change the narrative
    • Launch of the HQN Tenant Charter.

    More details, including speakers, will be announced shortly.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price (staff): £199*
    Residents’ Network members (staff): £175*
    Full price (residents): £119*
    Residents’ Network members (residents): One free place, £119* for additional places

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. 

    • Event TypeHQN Event
    • VenueManchester
    • Start12 Dec 2017 10:00
    • End12 Dec 2017 16:00

    Spotlight on GDPR - a practical guide for social landlords

    Details

    Spotlight on GDPR

    "Make no mistake, this one’s a game changer!”

    The cautionary words of the Information Commissioner Elizabeth Denham who was talking about The General Data Protection Regulation 2016 (GDPR). It replaces the current Data Protection Act 1998 and affects all businesses who deal with personal data.

    It is essential that all organisations prepare for the forthcoming changes. Arrangements should be made to ensure compliance with the new regime, coming into force in May 2018.

    HQN is teaming up with GDPR experts - Short Richardson & Forth (SRF) Solicitors - for these practical workshops.

    SRF are in regular contact with the Information Commissioner’s Office (ICO) on enforcement cases, so have first-hand experience of when things go wrong. They know what the key issues are and are well acquainted with many of their enforcement officers. SRF's approach to GDPR is to ensure early compliance to avoid falling foul of the regulator.

    To guide you through the new regulation, the experienced team at Short Richardson & Forth Solicitors will be joined by HQN's very own GDPR specialist Steve Palmer who will offer practical advice and guidance based on the in-house training he delivers to housing providers across the country.

    By attending our GDPR workshops you will:

    • Get the latest guidance from the ICO on GDPR
    • Understand the specific challenges facing social landlords in delivering GDPR
    • Learn potential pitfalls and how to avoid them
    • Develop ways to practically plan and prepare to achieve compliance by May 2018.

    Who should attend?

    • Data analysts and administrators
    • Business transformation professionals
    • Governance managers
    • HR professionals
    • Customer service teams with responsibility for handling personal data
    • IT teams.

    This event will also be held in Newcastle.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £209.00 *
    Members of any HQN network: £179.00 *
    Early Bird: £195.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 10 November 2017.

    • Event TypeHQN Event
    • VenueLondon
    • Start13 Dec 2017 10:00
    • End13 Dec 2017 14:00

    Housing Ombudsman workshop: managing challenging complaints effectively

    Details

    Housing Ombudsman workshop: managing challenging complaints effectively

    HQN is once again teaming up with the Housing Ombudsman Service for a new series of practical workshops designed to help social landlords handle customer complaints more effectively.

    The practical half-day workshops will be delivered by the Housing Ombudsman’s own expert trainers and will focus on the following themes:

    • Managing complainants with persistent and challenging behaviours
    • Handling anti-social behaviour complaints
    • Putting the matter right
    • When to award compensation and deciding on the right amount
    • Using the learning from complaints to implement positive change.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. There will also be an opportunity to network with peers from other landlords.

    This event will also be held in Birmingham and Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Member price: £99 + VAT
    Non-member price: £289 + VAT

  6. HQN business transformation workshops – Transformation in housing and estate services – FREE to HQN members

    Details

    Business Transformation Group workshops - London

    ‘Changing the way we do business’ is the mantra for many housing organisations as they seek to adapt to a new landscape where housing delivery, being more efficient and the sweating of assets are the top priorities.

    Housing providers all over the country are embarking on business transformation journeys of all different shapes and sizes. Some are focusing on very specific areas while others are recalibrating their entire organisation – or merging with others. And while millions of pounds is being spent on new technology, it is buy-in from colleagues and residents that is most fundamental to a successful change programme.

    In the coming months, the Housing Quality Network is joining forces with a number of housing associations and technology companies for a series of workshops dedicated to business transformation, channel shift and culture change.

    Each workshop is designed to be fully interactive with participants invited to discuss, debate and share best practice on the theme chosen by the host organisation.

    Business Transformation Group workshop programme Autumn 2017/ Winter 2018:

    • Hightown Housing Association – Thursday 12 October 2017 – Present imperfect: implementing system change in the real world
    • Orbit Group – Tuesday 7 November 2017  – Using data for better customer insight and engagement
    • United Welsh – Tuesday 14 November 2017 – #FutureWorkplace
    • A2Dominion  – Tuesday 16 January 2018  – Transformation in housing and estate services.

    More details about each workshop, including timings, will be made available in due course. Further workshops are to be added.

    Places for each event are strictly limited to 20. Priority booking for these free events are being given to delegates of our Taking Flight business transformation conference. You can book your place here.

    If you would like to join the Business Transformation Group, please contact jon.land@hqnetwork.co.uk  – your organisation must be a member of the Housing Quality Network. 

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £60.00 *

    *Members of the Housing Quality Network (including BTG) and HQN Cymru can attend for free. Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information.

    • Event TypeHQN Event
    • VenueManchester
    • Start16 Jan 2018 10:00
    • End16 Jan 2018 16:00

    Stress testing 2018 – from risk maps to reality

    Details

    Stress testing 2018 – from risk maps to reality

    “The time for leniency is at an end”.

    That’s what Julian Ashby says. And of course, he is right. You can expect to see a lot more V2s soon. So, it’s getting tougher.

    The HCA keeps banging the drum about stress testing. They go to town on it at every IDA. Why? It’s partly because Grenfell caught many of us cold. Did your risk map see it coming? What’s around the corner? It might be problems stemming from climate change. Could we deal with it? It’s also a lot to do with sales risk. The Bank of England tells lenders to test for a 33% drop in prices.

    And all the while we need to be on top of welfare reform, Brexit and whatever else the world throws at us. You know that testing for problems with consumer standards is now a big deal. So it’s a wider agenda this year. The tenants are back on the bus, so to speak.

    What flaws are the HCA pouncing on?

    • Stress testing in splendid isolation divorced from the business plan
    • Half-hearted ill thought through mitigations that lack clarity and precision
    • Projecting cuts to planned maintenance and increased sales receipts to get you over pinch points with insufficient supporting evidence
    • Confusion about who does what when things go wrong in over complicated structures
    • Fantasies about the future profitability of subsidiaries and a Baldrick style plan B for when it falls over
    • Blind faith in commercial partners instead of cold hearted due diligence
    • No ability to spot where risks could come from never mind stress testing for them
    • Bought in of the shelf stress testing that does not engage with your issues at all.

    There is no excuse for any of these. We can show you how to do a much better job.

    At our 'Stress Testing 2018' event, you will hear direct from the HCA and industry experts alongside HQN's team which has undertaken more than 70 presentations to boards about the stress testing you need to model and how to maintain an Iron Grip on the business.

    Key themes:    

    • The HCA's new Value for Money standard – what it will mean for your organisation
    • Getting risk maps right – why have they consistently failed to spot dangers – is the system inherently unreliable or can it be improved
    • Potential UK economic shocks (including Chinese capital controls stopping investment in the UK) and mitigations
    • Good practice on spotting and mitigating risks at individual associations
    • Using modelling and other evidence to facilitate effective board discussions on stress testing
    • Common flaws in stress testing – such as optimism bias (the housing market always turns round); glib mitigations (don’t worry we can get high rents for all the homes we can’t sell); dangerous mitigations (chopping the maintenance spending as a balancing figure); and not getting the right data at the right time (curtailing your response time).

    Who should attend?

    • Chief executives
    • Executive directors
    • Board members
    • Policy and strategy teams
    • Governance teams
    • Financial management teams.

    This event will also be held in London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 15 December 2017.

    • Event TypeHQN Event
    • VenueManchester
    • Start18 Jan 2018 10:00
    • End18 Jan 2018 16:00

    The future of housing management

    Details

    The future of housing management

    Budget cuts, welfare reforms, new technology, mergers and organisational restructures have seen the responsibilities of frontline housing staff change beyond recognition in recent years – so much so that the job title of the “housing officer” can have dramatically different meanings from one organisation to the next.

    During this full-day conference, we will explore a range of different delivery models and consider the latest thinking from across the sector on the best ways to deploy resources.

    We’ll look at the different models in operation, what they have achieved, and how effective they are in tackling the issues facing housing providers in managing multi-tenure estates, developing neighbourhood plans that deliver, and ensuring tenants have a voice.

    We’ll examine whether landlords can fulfil their responsibilities effectively without traditional housing officers.

    With new technology developing at an exceptionally fast pace we’ll explore how landlords can keep up with the changes and use digital services effectively to streamline operations, improve resident engagement and satisfaction. We’ll look ahead at what options will be available to housing management teams in the future and how to make the most of them.

    Finally, we’ll consider the important role that housing management plays in health and safety and safeguarding the well-being of residents.

    Key themes:

    • Do we need housing officers?
    • Future housing management models
    • The role of housing in tackling ASB
    • A best practicapproach to neighbourhoods
    • Is a national voice for tenants needed?

    This event will also be held in London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £259.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 22 December 2017.

  7. IFSM-accredited fire risk assessor training - tailored specifically for high- and low-rise flat blocks in England and Wales (three-day course)

    Details

    IFSM-accredited fire risk assessor training

    The press is full of stories about organisations not having sufficient fire risk assessments. Some don’t even know whether the assessments they do have are even suitable. Are you one of them?

    This comprehensive three-day training programme will give you the knowledge and confidence to undertake an assessment of your own and audit your completed contractor’s assessments.

    Developed with industry professionals, we’ve tailored this course specifically for high- and low-rise flat blocks in England and Wales so you can be assured that the content is relevant to you. What’s more, the course has been accredited by The Institute of Fire Safety Managers (IFSM).

    This is the definitive guide to carrying out and understanding fire risk assessments.

    But don’t just take our word for it, have a look at what some of our previous delegates had to say…

    Easy to understand, enjoyable and thoroughly developed my knowledge of fire safety. I learned the correct way in which to carry out an inspection and look at every tiny detail.
    Stuart Adkins, Surveyor, WM Housing Group

    I am now fully confident to carry out fire risk assessments in my workplace as a result of this excellent training course.
    David Mulcahy, Health and Safety Advisor, Riverside Group

    Expert guidance

    Our trainer, Bob Evans, has over 30 years’ experience in the Fire Service and 16 years as a fire safety consultant. With both the knowledge and the practical experience, Bob is well equipped to lead you through the three days.

    Who should attend?

    If you work in health and safety, asset management or are looking for an opportunity to develop your skills, this is for you. You’ll put your training into practice in the practical assessment on the final day so you can be confident that you’re able to carry out assessments to a high standard.

    The Institute of Fire Safety Managers (IFSM) has accredited this course.

    Please note that this is a three-day course.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £799.00 *
    Members of the Health and Safety Network: £699.00 *

    * All prices are subject to VAT.

    • Event TypeHQN Event
    • VenueNewcastle
    • Start23 Jan 2018 10:00
    • End23 Jan 2018 16:00

    Spotlight on GDPR – a practical guide for social landlords

    Details

    Spotlight on GDPR

    "Make no mistake, this one’s a game changer!”

    The cautionary words of the Information Commissioner Elizabeth Denham who was talking about The General Data Protection Regulation 2016 (GDPR). It replaces the current Data Protection Act 1998 and affects all businesses who deal with personal data.

    It is essential that all organisations prepare for the forthcoming changes. Arrangements should be made to ensure compliance with the new regime, coming into force in May 2018.

    HQN is teaming up with GDPR experts - Short Richardson & Forth (SRF) Solicitors - for these practical workshops.

    SRF are in regular contact with the Information Commissioner’s Office (ICO) on enforcement cases, so have first-hand experience of when things go wrong. They know what the key issues are and are well acquainted with many of their enforcement officers. SRF's approach to GDPR is to ensure early compliance to avoid falling foul of the regulator.

    To guide you through the new regulation, the experienced team at Short Richardson & Forth Solicitors will be joined by HQN's very own GDPR specialist Steve Palmer who will offer practical advice and guidance based on the in-house training he delivers to housing providers across the country.

    By attending our GDPR workshops you will:

    • Get the latest guidance from the ICO on GDPR
    • Understand the specific challenges facing social landlords in delivering GDPR
    • Learn potential pitfalls and how to avoid them
    • Develop ways to practically plan and prepare to achieve compliance by May 2018.

    Who should attend?

    • Data analysts and administrators
    • Business transformation professionals
    • Governance managers
    • HR professionals
    • Customer service teams with responsibility for handling personal data
    • IT teams.

    This event will also be held in Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £209.00 *
    Members of any HQN network: £179.00 *
    Early Bird: £195.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 10 November 2017.

    • Event TypeHQN Event
    • VenueManchester
    • Start25 Jan 2018 10:00
    • End25 Jan 2018 14:00

    Housing Ombudsman workshop: managing challenging complaints effectively

    Details

    Housing Ombudsman workshop: managing challenging complaints effectively

    HQN is once again teaming up with the Housing Ombudsman Service for a new series of practical workshops designed to help social landlords handle customer complaints more effectively.

    The practical half-day workshops will be delivered by the Housing Ombudsman’s own expert trainers and will focus on the following themes:

    • Managing complainants with persistent and challenging behaviours
    • Handling anti-social behaviour complaints
    • Putting the matter right
    • When to award compensation and deciding on the right amount
    • Using the learning from complaints to implement positive change.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. There will also be an opportunity to network with peers from other landlords.

    This event will also be held in Birmingham and London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Member price: £99 + VAT
    Non-member price: £289 + VAT

    • Event TypeHQN Event
    • VenueLondon
    • Start31 Jan 2018 10:00
    • End31 Jan 2018 16:00

    Mind the gap – building bridges between Baby Boomers, Generation X and Millennials

    Details

    Mind the gap

    The British workplace is undergoing radical changes but is your organisation at the forefront of the revolution or in danger of being left behind?

    For the first time in history, we are seeing five generations of employees working together under the same roof. But traditionalists are leaving, and Baby Boomers are looking towards retirement, taking years of experience with them.

    Generation X is gradually replacing them, slowly moving up the hierarchy, while the bulk of the people on the ground are Millennials. But is the generation born between 1980 and 1995 a lazy, fickle and entitled bunch as sometimes portrayed by the media? Or do they represent a new era of talent, an army of creative, tech-savvy optimists who are redefining the workplace as we know it?

    Millennials graphic

    At HQN's 'Mind the Gap' conference in January, we'll be exploring what the changing demographic in the workplace means for a social housing sector that is already undergoing unprecedented change as it seeks to adapt to a more commercial and digital environment.

    Part of this challenge is attracting and retaining new talent by ensuring housing organisations are attractive places to work for the next generation. But equally important is getting the correct mix of knowledge and experience within different teams.

    'Mind the Gap' will bring together Millennials, Baby Boomers and Generation X-ers along with business people, researchers and housing leaders to provide some valuable insight into different attitudes towards work (and life) and investigate how to achieve a perfectly blended workplace fit for the future.

    Key sessions include:

    • Bridging the divide - how to harness different generations to get the right mix of skills, knowledge and experience
    • Meet the Millennials - what makes them tick and how can they benefit your business?
    • From graduate to director - routes to success for future housing leaders
    • Future workplace - what your organisation needs to look like in 10 years' time
    • Home affront - housing inequalities across the generations and what it means for the future
    • 360 feedback - what the different generations think of each other.

    Who should attend?

    • All Baby Boomers, Generation X-ers and Millennials
    • Chief executives
    • Senior managers/executives
    • HR teams
    • Strategy/business transformation teams
    • Graduates
    • Training and development teams.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £339.00 *
    Members of any HQN network: £209.00 *
    Early Bird: £289.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 22 December 2017.

    • Event TypeHQN Event
    • VenueManchester
    • Start07 Feb 2018 10:00
    • End07 Feb 2018 16:00

    HQN winter workshop gas masterclass 2018 – Make sure you are safe and compliant

    Details

    GASWINTER18

    Your tenants’ safety is your legal responsibility and of the utmost importance. You know your duties and your responsibilities but… Are you fully compliant?

    Are you up to speed with the latest best practice? What should you do if things start to go wrong?

    Now’s the time to find out – this masterclass will:

    • Provide practical guidance on the legal aspects
    • Help you get the most out of your services
    • Help you plan for the future.

    Whether it’s a refresher or completely new to you, the 2018 masterclass will be of enormous benefit.

    What will be covered:

    • The ins and outs of legislation – guidance on how to remain compliant and the latest case law affecting you, including information on the age-old issue of access
    • Effective working with your contractor – make sure the relationship is delivering what you need
    • DLOs – what should your in-house contractor be doing
    • Are your maintenance systems up to date? The main issues and a checklist of what you should be doing
    • Key performance indicators, monitoring and reporting arrangements – what, where and when?
    • Best practice – take stock of current best practice including the benefits of SMART technology
    • Managing and mitigating your risks and disaster recovery – effective planning for the future.

    Who should attend?

    Repairs and maintenance operatives, gas managers, health and safety managers, officers and operatives, void and housing managers, surveyors and multi-skilled operatives, operations management and those responsible for contracting with, assessing and managing gas safety.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £209.00 *
    Members of any HQN network: £179.00 *
    Early Bird: £195.00 *

    * Please note that all prices are subject to standard VAT. Please call 0845 4747 004 for more information. Early bird ends Friday 22 December 2017.

     

Testimonials

Our conferences, seminars and workshop events consistently receive top satisfaction ratings from delegates. Click here to take a look at some of the recent feedback.