• Event TypeHQN Event
    • VenueDe Vere Venues, Colmore Gate
    • Address 5th & 7th Floor Colmore Gate, B3 2QD
    • Start27 Sep 2017 09:00
    • End27 Sep 2017 11:30

    Improving performance and creating efficiency around income collection for Universal Credit - FREE breakfast seminar

    Details

    Improving performance and creating efficiency around income collection for Universal Credit - FREE breakfast seminar

    HQN and its commercial partner Mobysoft are hosting seminars examining ways social housing providers can improve their income collection performance and generate wider efficiencies for their business.

    The morning seminars will run from 9am to 11.30am and include a series of presentations showcasing Mobysoft's award-winning Rentsense software as well as the opportunity to network with fellow housing professionals.

    Speakers and sessions for Birmingham:

    Rowena Chiplin, Income Manager, Metropolitan – Modernising our Approach to Income Management to help mitigate Universal Credit.

    In a changing environment where revenue protection is increasingly important, Metropolitan discuss how they modernised their approach to income management to help mitigate welfare reform.

    Jan Goode, Neighbourhoods Director, Housing Plus Group & Adrian Hawkins, Income Team Leader, South Staffordshire Housing Association (SSHA) – Preparing for and mitigating Universal Credit.

    SSHA discuss the strategies they have employed to mitigate Universal Credit, including creating and embedding efficiencies to help protect their revenues.

    Paul Evans, Mobysoft – Predicting the Future

    Mobysoft will discuss how predictive analytics can help transform an organisation’s decision-making culture.

    About Rentsense

    Rentsense is a cloud based predictive analytic solution that optimises frontline income management workload. It creates and embeds significant efficiencies within the income function, reduces officer caseload on average by 50.8% and frees up 31% income team capacity. Landlords are using Rentsense to protect revenues, create efficiencies and mitigate welfare reform, it is also helping landlords reduce their arrears by an average of 15.8% in year one.

    Testimonials:

    “RentSense has dramatically reduced our arrears case load on a weekly basis. We have seen case load reductions of 56% per week, this has resulted in an officer capacity (or FTE) of 1.29, these efficiencies have allowed our officers to ensure that they spend quality time on those cases that need it.” Melville Housing.

    “On the day of go live and training RentSense reduced our overall caseload from 2,761 to just 744 cases.” South Yorkshire Housing Association.

    “RentSense is a business critical application.” Merthyr Valleys Homes.

    Please note: HQN does not officially endorse the RentSense software but we believe our members will welcome the opportunity to hear more about the benefits it could bring to their organisation.

    SOLD OUT

    Please email events@hqnetwork.co.uk to be added to the reserve list.

    find out more

    Meet At

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  1. Off to a flyer 2017 – a fresh look at pre-tenancy work

    Details

    Off to a flyer 2017 – a fresh look at pre-tenancy work

    We all know that effective engagement with prospective tenants represents the ideal opportunity to establish a platform for a successful tenancy.

    And yet, too many accounts fall into arrears in the early stages of the tenancy.

    • Are you trading off void turnaround times against rent arrears amongst new tenancies?
    • Are you loading too much information into the sign-up?
    • Are you missing key information that will help you to help your tenants to make the most of their new home?
    • Are you and your prospective tenants ready for the new challenges of welfare reform?

    Our hugely popular “Off to a flyer” seminar will help you to take a fresh look at your pre-tenancy work and put positive measures in place to boost rent collection, minimise arrears and help your tenants.

    Chaired by the Rent Income Network Lead Associate, Tony Newman, the seminar will look at:

    • Identifying potential tenants' risk and support needs
    • Helping tenants to be ready to move in
    • Minimising early tenancy rent loss and arrears
    • Gathering and using customer and household profiling data to enable targeted action
    • Establishing a payment culture amongst new tenants.

    With case studies from housing providers who are doing innovative pre-tenancy work and a knowledge-sharing workshop, this seminar will equip you with a host of ideas and practical tips.

    With the expansion of Universal Credit and a host of other welfare reforms around the corner, can you afford to miss out?

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

    Hear what others had to say about 'Off to a flyer'...

    "Very relevant, lots of ideas taken away to be followed up"
    Jill Metcalfe, Taunton Deane Borough Council

    "Plenty of food for thought. Helped clarify what we're doing well and what we need to improve"
    Holly Sheppard, Accent Group

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    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 21 July 2017.

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    • Event TypeHQN Event
    • VenueLondon
    • Start03 Oct 2017 10:00
    • End03 Oct 2017 16:00

    HABC Level 3 Award in Legionella Control for Responsible Persons (QCF) – one day course

    Details

    HABC Level 3 Award in Legionella Control for Responsible Persons (QCF)

    This qualification is designed for those learners wishing to gain a nationally recognised qualification in Legionella control.

    What’s covered?

    This qualification covers the effects of Legionella bacteria on the body and the impact an outbreak of Legionnaires’ disease would have on a working site, how to identify and control the risks associated with Legionella bacteria and how legislation and codes of practice can support its control.

    It is also designed to enforce the importance of The Responsible Person in respect to ensuring competence of all operatives on the site.

    After attending this training delegates will understand:

    • The impact of Legionella bacteria and legionellosis
    • How legislation and codes of practice can support the management of Legionella bacteria
    • How to control the risks associated with Legionella bacteria.

    The training will be assessed through completion of a learner workbook and will enable learners to gain a nationally recognised qualification in Legionella control.

    The trainer

    Our trainer, Alan Greaves, specialises in providing technical management support and advice to many water treatment companies and end users in compliance to L8, including within the housing sector.

    Alan was also directly involved in re-writing the 4th edition of L8 and Guidance Document HSG 274 with the HSE.

    Who should attend?

    This qualification is aimed at those either in the role of or aspiring to be in the role of Responsible Person relating specifically to control of Legionella on a site.

    There are no prerequisites for this qualification, but all delegates must bring photographic identification on the day, to be checked by the assessor.                 

    This event will also be held in Birmingham.

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    Further information

    Delegate fees:
    Full price: 399.00 *
    Members of any HQN network: £359.00 *

    *This fee covers the qualification-mandatory registration fee, lunch, refreshments, assessment and a certificate. Please inform us in advance of any special dietary requirements. 

    • Event TypeHQN Event
    • VenueBirmingham
    • Start05 Oct 2017 10:00
    • End05 Oct 2017 16:00

    HABC Level 3 Award in Legionella Control for Responsible Persons (QCF) – one day course

    Details

    HABC Level 3 Award in Legionella Control for Responsible Persons (QCF)

    This qualification is designed for those learners wishing to gain a nationally recognised qualification in Legionella control.

    What’s covered?

    This qualification covers the effects of Legionella bacteria on the body and the impact an outbreak of Legionnaires’ disease would have on a working site, how to identify and control the risks associated with Legionella bacteria and how legislation and codes of practice can support its control.

    It is also designed to enforce the importance of The Responsible Person in respect to ensuring competence of all operatives on the site.

    After attending this training delegates will understand:

    • The impact of Legionella bacteria and legionellosis
    • How legislation and codes of practice can support the management of Legionella bacteria
    • How to control the risks associated with Legionella bacteria.

    The training will be assessed through completion of a learner workbook and will enable learners to gain a nationally recognised qualification in Legionella control.

    The trainer

    Our trainer, Alan Greaves, specialises in providing technical management support and advice to many water treatment companies and end users in compliance to L8, including within the housing sector.

    Alan was also directly involved in re-writing the 4th edition of L8 and Guidance Document HSG 274 with the HSE.

    Who should attend?

    This qualification is aimed at those either in the role of or aspiring to be in the role of Responsible Person relating specifically to control of Legionella on a site.

    There are no prerequisites for this qualification, but all delegates must bring photographic identification on the day, to be checked by the assessor.               

    This event will also be held in London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: 399.00 *
    Members of any HQN network: £359.00 *

    *This fee covers the qualification-mandatory registration fee, lunch, refreshments, assessment and a certificate. Please inform us in advance of any special dietary requirements.   

    • Event TypeHQN Event
    • VenueLondon
    • Start11 Oct 2017 09:00
    • End11 Oct 2017 11:30

    Improving performance and creating efficiency around income collection for Universal Credit - FREE breakfast seminar

    Details

     Improving performance and creating efficiency around income collection for Universal Credit - FREE breakfast seminar

    HQN and its commercial partner Mobysoft are hosting seminars examining ways social housing providers can improve their income collection performance and generate wider efficiencies for their business.

    The morning seminars will run from 9am to 11.30am and include a series of presentations showcasing Mobysoft's award-winning Rentsense software as well as the opportunity to network with fellow housing professionals.

    Speakers and sessions for Birmingham:

    Rowena Chiplin, Income Manager, Metropolitan – Modernising our Approach to Income Management to help mitigate Universal Credit.

    In a changing environment where revenue protection is increasingly important, Metropolitan discuss how they modernised their approach to income management to help mitigate welfare reform.

    Jan Goode, Neighbourhoods Director, Housing Plus Group & Adrian Hawkins, Income Team Leader, South Staffordshire Housing Association (SSHA) – Preparing for and mitigating Universal Credit.

    SSHA discuss the strategies they have employed to mitigate Universal Credit, including creating and embedding efficiencies to help protect their revenues.

    Paul Evans, Mobysoft – Predicting the Future

    Mobysoft will discuss how predictive analytics can help transform an organisation’s decision-making culture.

    About Rentsense

    Rentsense is a cloud based predictive analytic solution that optimises frontline income management workload. It creates and embeds significant efficiencies within the income function, reduces officer caseload on average by 50.8% and frees up 31% income team capacity. Landlords are using Rentsense to protect revenues, create efficiencies and mitigate welfare reform, it is also helping landlords reduce their arrears by an average of 15.8% in year one.

    Testimonials:

    “RentSense has dramatically reduced our arrears case load on a weekly basis. We have seen case load reductions of 56% per week, this has resulted in an officer capacity (or FTE) of 1.29, these efficiencies have allowed our officers to ensure that they spend quality time on those cases that need it.” Melville Housing.

    “On the day of go live and training RentSense reduced our overall caseload from 2,761 to just 744 cases.” South Yorkshire Housing Association.

    “RentSense is a business critical application.” Merthyr Valleys Homes.

    Please note: HQN does not officially endorse the RentSense software but we believe our members will welcome the opportunity to hear more about the benefits it could bring to their organisation.

    SOLD OUT

    Please email events@hqnetwork.co.uk to be added to the reserve list.

    find out more

    Meet At

    Further information

    Download programme

  2. Business transformation – taking flight

    Details

    Business transformation – taking flight

    Get on board as HQN takes flight with its first conference dedicated to business transformation.

    This special one-day event, held in association with ROCC, will bring together some of the country’s top change pioneers in a truly inspirational setting.

    Delegates will have the chance to hear about the latest business transformation trends from inside and outside the housing sector while experiencing the unique British Airways i360 venue on Brighton seafront – including its 138-metre high observation tower.

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

    Our Taking flight conference will touch on many aspects of business transformation, with sessions covering the following:

    • Successful business transformation strategies from beyond the housing sector
    • Digital services and customer channel shift
    • Implementing system change in the real world
    • The use of IT and data
    • Staff development and culture change
    • Capturing, costing and modelling transformation
    • GDPR – what housing providers need to know.

    Confirmed sessions and speakers:

    In-flight transformation – executing customer-focused change
    Rob McWilliam, former UK Finance Director for ASDA and Amazon

    Rob McWilliam has spent over 25 years in some of the most customer-centric businesses in the world. Having served as UK Finance Director at ASDA/Wal-Mart and Amazon UK, he was most recently Vice President for Amazon’s Consumer Goods portfolio. Rob is now pursuing a cross-sector portfolio career including non-executive and digital advisory roles, across a diverse range of organisations, ranging from the leisure operator Tenpin, to the educational business game, Simventure.

    Why transformation fails - and how to avoid it
    Paul Taylor, Innovation Coach, Bromford Housing Group

    Urban legend says that 70% of our business transformations will fail to meet their objectives. Paul Taylor gives an overview of the Bromford transformation journey, the successes, the failures, and what they will be doing differently going forward. Additionally Paul will suggest a practical framework for how to combine ‘safe to fail’ experimentation within the context of your transformation programme, balancing low cost innovation with implementation. Paul is Innovation Coach at Bromford Lab, which operates as the group's internal innovation accelerator – helping solve problems and identify opportunities. With a rule that 75% of concepts are 'safe to fail' its remit is to think differently and focus on the future.

    Housing: a systems challenge full of opportunity
    Andy Reeve, Director of Urban Economics at Impact Hub (Birmingham)

    Andy Reeve is co-founder and director at Impact Hub Birmingham and is relative new comer to world of social enterprise. After stints working for an advertising agency and then West Midlands Police, Andy is focused on using his skills in data and geo-spatial analysis to address some of the bigger challenges the city faces. With a specific focus on housing and the built environment he is currently exploring the ways in which new building technologies, new data sources and new forms of organising can have a direct impact on the housing crisis.

    Designing public services for the digital age
    Matt Skinner, Delivery Director, FutureGov

    Matt has been with FutureGov for five years. He heads up the Delivery and Product team, overseeing product strategy and a range of complex digital transformation projects. Recently he has been looking after projects in housing, digital ways into work and transforming children’s social care technology. Before joining FutureGov, Matt worked at Norfolk County Council and Lambeth Council. During his time in local government Matt oversaw a range of digital projects across adults and children’s services.

    The role of data governance in a transformation programme
    Elly Hoult, Business Improvement Director, Notting Hill Housing

    Elly leads on business improvement, ensuring Notting Hill Housing Trust is robust in terms of regulatory and legislative compliance. She is also responsible for resident involvement and engagement, policy and performance, data governance and data quality. With over 17 years experience in the sector, previously with Orbit and A2Dominion, she has worked in range of disciplines including operations, development, efficiency (Lean) and change management. Elly is a qualified coach and chair of the Chartered Institute of Housing board for future members.

    HACT LaunchPad – a showcase of innovative and disruptive ideas, products and services
    Jay Saggar, HACT LaunchPad Coordinator and Frances Hipple, HACT Director of Digital

    Jay Saggar – As HACT’s Launch Pad Coordinator, Jay works at the interface between the housing and technology sectors. He has an extensive knowledge of established and emerging technologies and specialises in developing housing specific use-cases for new tech and crafting innovative routes to implementation.

    Frances Hipple – Frances is the Director of HACT Digital. With over 30 years working in social housing she has extensive experience of both working within the sector, at four of the largest associations in London, and also in technology consulting at several of the leading consultancies. She has an MBA which focused on the public sector. She is an acknowledged expert on technology and digital within the housing sector and at HACT Frances has developed several new methodologies around Digital Services in partnership with leaders in the sector such as Halton Housing.

    About i360

    Take to the skies to see Brighton and the beautiful South Coast as you have never seen them before. Glide up gently to 138 metres on the world’s tallest moving observation tower, conceived and designed by Marks Barfield Architects, creators of the London Eye.

    Admire 360 degree views across Brighton, the South Downs and, on the clearest days, all the way to the Isle of Wight. 

    About the event sponsor

    ROCC specialises in providing proven, comprehensive and configurable IT housing systems and solutions that enable simplicity and efficiency.

    ROCC are innovators in the housing sector, with more than 30 years’ experience and over 200 complex projects delivered for housing associations and local authorities.

    ROCC empowers its clients to beat the challenges of increasing complexity, changing business demands and cost constraints, so they can respond instantly to new challenges and opportunities.

    www.rocc.com

    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 sponsors

    ROCC logo

    Venue map

    • Event TypeHQN Event
    • VenueCongress Centre, London
    • Address 28 Great Russell Street, WC1B 3LS
    • Start12 Oct 2017 10:00
    • End12 Oct 2017 16:00

    The Rent Income Excellence Network annual conference

    Details

    Rent Income Network annual conference

    2017 has been an eventful year for social housing and it’s not over yet.

    As more tenants move to Universal Credit, income teams are under pressure to deliver.

    The income management workload is increasing but it’s also changing shape, with a raft of welfare changes around the corner in 2018 and beyond.

    Keeping the rent coming in is key – to keep the business going and to sustain tenancies. To achieve this housing providers must engage effectively with a wide range of residents.

    That’s where this year’s, no-nonsense, Rent Income Excellence Network Annual Conference comes in.

    We’ll help you to rise to the challenge with practical solutions to YOUR topical questions.

    We’ll provide inspiration from organisations which have made a difference - changed lives and improved performance:

    We’ll look at real case studies with practical tips and techniques for developing effective solutions, alongside innovative ideas.

    And you’ll have a golden opportunity to network with colleagues from across the country.

    The core themes …

    • Preparing for and delivering results under UC full service – how do you do it?
    • Latest developments on welfare reform and the future direction 
    • New ways of working to improve collection, boost customer engagement and reduce costs
    • Supporting residents’ financial wellbeing as a tool to improve performance.

    Speakers

    The conference will be chaired by Sarah Seeger, Head of Customer Accounts at Curo.

    Sarah will be joined by Tonia Downie, Head of Housing at Aster.
     
    Tonia will describe how Aster is maximising all its income streams, including some practical tips on those two tricky areas – rechargeable repair income and former tenant debt.
     
    Darrin Gamble, Localities Leader will present the Bromford Group’s innovative neighbourhood coaching model and its impact on sustaining tenancies.
     
    HQN associate and welfare benefit guru, Alison Markantonis, will provide a practical update on welfare reform and how to prepare for the next key changes.
     
    Dr Lisa Scullion of the University of Salford will present insights from the latest research into lived experiences of the benefits system across the UK.  
     
    Damin Gibbons, Director at the Centre for Responsible Credit, will discuss a ground-breaking project to explore flexible rents.
     
    As if that wasn’t enough, with UC THE hot topic for RIEN members, we will have an all-star panel to discuss effective tools and techniques for working with UC and to answer your questions. Sarah Seeger and Alison Markantonis will be joined by Duncan Brown, who has led LB Hammersmith and Fulham’s improvements in rent collection and arrears.   

    Who should attend?

    Senior and middle managers will be interested in the strategic approaches and solutions explored in this conference.

    Everyone who is involved in housing income management, financial inclusion and benefit or money advice at an operational level will find lots of practical tips and techniques.

    In short, this is for everyone who is serious about collecting rent, minimising debt and sustaining tenancies.

    Here’s what some of last year’s delegates had to say...

    ‘Enjoyed it, good networking and lots of useful tips & informative to implement.’ Cath Stocks, Nottingham City Homes.

    ‘Great speakers and superb opportunity to network.’ Natalie Patten, Ipswich Borough Council.

    ‘Great conference! Very informative, have taken away great ideas.’ Lauren O'Mara, Homes for Haringey.

    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 September 2017.

    Event sponsors

    allpay logo        bacs logo       mobysoft logo

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    • Event TypeHQN Event
    • VenueHemel Hempstead
    • Start12 Oct 2017 10:30
    • End12 Oct 2017 14:00

    HQN Business Transformation Group workshops – Present imperfect: implementing system change in the real world – FREE to HQN members

    Details

    Business transformation group

    ‘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.

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    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
    • VenueLondon
    • Start18 Oct 2017 10:00
    • End18 Oct 2017 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.

    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.

    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.

    • Event TypeHQN Event
    • VenueBlackburn
    • Start24 Oct 2017 10:00
    • End26 Oct 2017 16:00

    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

    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
    • VenueManchester
    • Start26 Oct 2017 10:00
    • End26 Oct 2017 16:00

    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.

    • 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.

    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.
    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
    • VenueManchester
    • 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

    • 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

    In this ever changing world one thing is certain - housing providers need to maximise their income.

    This means engaging with customers, establishing a payment culture, understanding residents’ needs, identifying and managing risks as well as delivering value for money. 

    You need to be at the top of your game. That’s where the Edge 2017 comes in. 

    The Edge showcases and explores new ideas and innovative approaches.

    The Edge brings income management practitioners together to network, to discuss issues and concerns, and pick up useful tips.

    The Edge keeps you ahead of the game, with the ideas that you need to survive and thrive in a changing world.

    The Edge 2017 will be facilitated by Tony Newman, HQN Associate and will focus on case studies designed to help you to answer these questions…

    • How can we modernise our income management service?
    • Are we using the right systems and technology? 
    • What tools and techniques do our competitors use?
    • How do we use customer insight and research to identify risk and predict the likelihood of tenancy failure?

    And of course, we’ll look at the robots – do they have a role in the future of income management?

    There’s plenty more on the way – look out for further announcements!

    Who should attend?

    This is a thought provoking and practical event aimed at everyone involved in income management but there will also be plenty for generic housing practitioners, support and advice workers, finance/IT professionals and those delivering customer services. 

    Whether you’re a front line officer, policy officer or manager, if you’re interested in engaging effectively and efficiently with customers and communities, this event is for you.

    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.

  3. 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
    • VenueLondon
    • 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

  4. 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.

    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!

    In this ever changing world one thing is certain - housing providers need to maximise their income.

    This means engaging with customers, establishing a payment culture, understanding residents’ needs, identifying and managing risks as well as delivering value for money. 

    You need to be at the top of your game. That’s where the Edge 2017 comes in. 

    The Edge showcases and explores new ideas and innovative approaches.

    The Edge brings income management practitioners together to network, to discuss issues and concerns, and pick up useful tips.

    The Edge keeps you ahead of the game, with the ideas that you need to survive and thrive in a changing world.

    The Edge 2017 will be facilitated by Tony Newman, HQN Associate and will focus on case studies designed to help you to answer these questions…

    • How can we modernise our income management service?
    • Are we using the right systems and technology? 
    • What tools and techniques do our competitors use?
    • How do we use customer insight and research to identify risk and predict the likelihood of tenancy failure?

    And of course, we’ll look at the robots – do they have a role in the future of income management?

    There’s plenty more on the way – look out for further announcements!

    Who should attend?

    This is a thought provoking and practical event aimed at everyone involved in income management but there will also be plenty for generic housing practitioners, support and advice workers, finance/IT professionals and those delivering customer services. 

    Whether you’re a front line officer, policy officer or manager, if you’re interested in engaging effectively and efficiently with customers and communities, this event is for you.

    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.

    This event will also be held in Blackburn.

    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
    • VenueBirmingham
    • 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.

    find out more

    Meet At

    Further information

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

    • 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:     

    • 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.
    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
    • VenueLondon
    • 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!

    In this ever changing world one thing is certain - housing providers need to maximise their income.

    This means engaging with customers, establishing a payment culture, understanding residents’ needs, identifying and managing risks as well as delivering value for money. 

    You need to be at the top of your game. That’s where the Edge 2017 comes in. 

    The Edge showcases and explores new ideas and innovative approaches.

    The Edge brings income management practitioners together to network, to discuss issues and concerns, and pick up useful tips.

    The Edge keeps you ahead of the game, with the ideas that you need to survive and thrive in a changing world.

    The Edge 2017 will be facilitated by Tony Newman, HQN Associate and will focus on case studies designed to help you to answer these questions…

    • How can we modernise our income management service?
    • Are we using the right systems and technology? 
    • What tools and techniques do our competitors use?
    • How do we use customer insight and research to identify risk and predict the likelihood of tenancy failure?

    And of course, we’ll look at the robots – do they have a role in the future of income management?

    There’s plenty more on the way – look out for further announcements!

    Who should attend?

    This is a thought provoking and practical event aimed at everyone involved in income management but there will also be plenty for generic housing practitioners, support and advice workers, finance/IT professionals and those delivering customer services. 

    Whether you’re a front line officer, policy officer or manager, if you’re interested in engaging effectively and efficiently with customers and communities, this event is for you.

    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.

    • 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
    • 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

  5. 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
    • 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

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