Club Class text

Club class

Buy four tickets for training in your location for just £750 plus VAT (£187.50 plus VAT per place).

The places can be used on different training courses or by different people on the same course – you choose!

To find out more email training@hqnetwork.co.uk.

  1. Scrutiny masterclass

    Details

    Scrutiny masterclass

    Resident-led scrutiny is firmly embedded in the social housing sector and it gets results. Is your scrutiny panel in need of some fresh ideas and tips on new ways of working? Are you looking to up your game and make more of an impact at a strategic level? Our masterclass will help you to assess where you stand and how you can become a high performing panel.

    Our trainer has been working with scrutiny panels up and down the country since the inception of resident-led scrutiny. He’s designed a stimulating and challenging training day, full of practical solutions and we will also explore the impact and opportunity that digital technology affords effective scrutiny.

    Workshop content

    • Where are we now? – a review of your current scrutiny arrangements
    • How to choose a scrutiny topic using objective methods
    • Scoping a scrutiny topic and designing the work programme
    • Top tips on using IT and social media to enhance scrutiny work
    • Exploring the role of the officer supporting the scrutiny process
    • Report writing and broadcasting the findings
    • Did we make a difference? - action planning and spot checks
    • Building closer and more effective partnership with boards and/or committees.

    Who should attend:

    • Tenants and residents who are members of a resident-led scrutiny panel
    • Housing officers, team leaders, managers and heads of service tasked with supporting a scrutiny panel.

    Our trainer

    Kevin Farrell has worked as a freelance trainer since 2010 and a consultant since 2003. He has been a housing practitioner for over 30 years in strategic management, housing organisations and local authorities, and as an executive director of a housing association and a voluntary sector homelessness organisation. He has also contributed to teaching at the School of Architecture & Built Environment at the University of Westminster. He specialises in resident-led scrutiny and has helped develop and support a large number of scrutiny panels, as well as delivering training and briefing sessions nationwide.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start14 Sep 2017 10:00
    • End14 Sep 2017 16:00

    Asset management masterclass

    Details

    Asset management masterclass

    Asset management is coming under closer and more detailed scrutiny by the regulator. HCA feedback on value for money self-assessments has been in many cases critical of providers’ knowledge, management and forward planning in relation to their dwelling stock.

    Effective asset management is critical to your business, and one of the key ways you can demonstrate you are managing your stock effectively is by having an up-to-date, fully developed asset management strategy in place. We’ll show you how to prepare or update your strategy.

    What the course will cover:

    Our masterclass will deal with the practical problems you face. We’ll look at the current key issues around drafting or updating an asset management strategy, including:

    • Key elements of an asset management strategy
    • Common mistakes and missing elements in the strategy
    • An overview of best practice and current typical operating costs:
    • What does good value for money look like in repairs and asset management?
    • How do your costs compare?
    • Use of your stock condition database, stock sustainability and modeling
    • Find out the HCA’s views about active asset management and how others are tackling this
    • Rate of return on your assets – how can you carry out an assessment; what models and tools are available?
    • What does the HCA mean by adopting a ‘granular approach’?
    • Future challenges – our assessment of the big and emerging issues over the next three to five years.

    Who should attend?

    Everyone working operationally or strategically in asset management, property services and housing strategy, and those responsible for managing stock condition databases and investment resource planning.

    Our trainer

    Kevin Bentley will share with you the latest information and best practice, and his wealth of experience in asset management, repairs and maintenance costs and key asset management drivers.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start19 Sep 2017 10:00
    • End19 Sep 2017 16:00

    Developing emotional intelligence

    Details

    Developing emotional intelligence

    Emotional intelligence (EI) is our ability to perceive, control and evaluate both our own and others’ emotions. People with high levels of EI can better manage their own impulses and behaviours enabling them to communicate with others more effectively, manage change well, solve problems and use humour and personality to build rapport.

    EI is a highly valued skill in every workplace. Our fast-paced highly interactive course is designed to enhance and develop skills that will give immediate workplace transfer benefits and a high level Return on Investment (ROI).

    This course will give the tools that are needed to be emotionally intelligent in the workplace.

    Key benefits and course objectives

    • What emotional intelligence is and the core skills in work and relationships
    • Specific ways to practice and improve emotional intelligence
    • Mastering emotions that negatively influence decisions and actions
    • Practising high EI responses to scenarios that challenge most
    • Tune in to conflict-driven emotions and resolution
    • Identify how EI skills impact on day-to-day team functions: emotion awareness and management, internal and external relationship management
    • Work with strengths appreciatively and embrace emotional uniqueness positively
    • Practical tools to take away and put in place
    • Develop a plan to connect more deeply with your employees and your peers.

    Course outline

    • Emotional intelligence – the key to excellence
    • What is EI?
    • The four skills in EI
    • Emotional awareness
    • Am I assertive?
    • Get a grip on anger
    • Relationship management
    • Understanding emotions
    • Testing levels of EI using the Emotional Quotient inventory (EQ-i).

    Who should attend?

    Everyone who wants to improve their EI skills and gain the skills needed to make them more emotionally intelligent in the workplace. Everyone who wants to manage their impulses and improve communication with others.

    Our trainer

    Sharon Bryan is a highly accomplished and qualified lifelong learning trainer, coach and development consultant with over 20 years’ experience of working with the social housing sector. Coupled with her experience of learning and development delivery and working through transformational change, she has developed an approach that is person-centred, participative and highly interactive. With a practical eye for detail and people she is able to simplify complexity, making it applicable, relevant, and fun. As a licensed Master NLP practitioner and MTQ48 Assessor her flexibility and range of delivery techniques give an added dimension to her courses.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueGlasgow
    • Start20 Sep 2017 10:00
    • End20 Sep 2017 16:00

    Investigative interviewing masterclass

    Details

    Investigative interviewing masterclass

    Many housing professionals are expected to be able to conduct investigative interviews, whether that’s dealing with complex cases of anti-social behaviour with multiple, conflicting accounts and counter-allegations, or issues of succession rights, subletting or abandonment.

    Carrying out these interviews can be challenging, and risks a confrontational encounter that achieves little. This training will help staff to conduct highly successful and professional interviews that maintain a strong relationship with the interviewee (whether a witness or alleged perpetrator) and obtain a detailed and evidentially useful account of the facts.

    Based on current UK police training, this course will enable housing staff to develop and use ethical and successful investigative interviewing skills for the benefit of their organisation and its customers.

    Course content:

    • Interview strategy and structure
    • Interview psychology
    • Managing relationships during the interview
    • Triggering spontaneous disclosure
    • Highly effective questions
    • Active listening, observing and assessing
    • Managing information before and during the interview
    • Probing an account
    • Interview management and dealing with disruption and resistance.

    Who should attend?

    All frontline staff who are expected to carry out investigative interviews, particularly those dealing with anti-social behaviour investigations.

    Your trainer

    After ten years’ experience as a police officer, Chris Knight has spent over 20 years working in social housing in a variety of senior roles in local authorities and housing associations, and most recently as a consultant specialising in performance improvement. He uses his experience to create an enjoyable, entertaining and positive learning environment.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in Manchester and London.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start20 Sep 2017 10:00
    • End20 Sep 2017 16:00

    Safeguarding children and vulnerable adults

    Details

    Safeguarding children and vulnerable adults

    Safeguarding children and vulnerable adults is everyone’s business and the housing industry has an important role to play.

    The course will raise awareness of children and adults at risk, the systems to safeguard them, and the role and responsibilities of housing staff and partner agencies.

    Training is mandatory. All staff, volunteers and contractors need to know what is meant by safeguarding and promoting the welfare of adults and children, and what to do if you or someone you know has concerns that a vulnerable adult or child is at risk.

    Course content

    This one-day course is designed to give housing staff a comprehensive introduction to safeguarding children and adults covering:

    • What makes an adult or child vulnerable/at risk
    • The categories of abuse
    • Recognising the signs and indicators of abuse
    • The legal framework and guidance
    • The impact of abuse and neglect
    • Challenges to effective safeguarding
    • The Care Act 2014
    • Record-keeping
    • Confidentiality and information-sharing
    • Your responsibilities and how to report concerns
    • The process following referral for adults and children.

    Who should attend?

    ALL staff, contractors and volunteers across your organisation must be able to demonstrate they have completed mandatory safeguarding training.

    Our trainer

    Tahira Hussain has extensive experience working in the statutory and voluntary sector. She has a 15-year career in social work, mental health, community development and housing.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in Birmingham and Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start21 Sep 2017 10:00
    • End21 Sep 2017 16:00

    Complaint and abusive contact handling workshop

    Details

    Complaint and abusive contact handling workshop

    Does your organisation deliver first-class customer service even when the going gets tough? This workshop has received high praise from over 10,000 delegates for being powerful, practical and thoroughly enjoyable.

    “The training course I went to last week was easily the best I’ve ever attended, the trainer was fantastic and it’s already made such a difference to my job.”

    “What a brilliant day: Theresa is a pure entertainer, delivers what counts and and
    makes the training fun and really useful.”

    “I would attend any of the training Theresa does after today, an amazing training session which really opened up my eyes on how to deal with customers properly.”

    What will participants learn?

    • How to manage the most difficult and challenging of customers
    • Understanding where extreme behaviours originate from
    • How to identify our own behaviour traits through the use of Transactional Analysis to successfully manage our own emotions and those of our customers
    • Delivering a great first impression
    • How to direct and control conversations to keep them on track
    • Understanding complaints handling best practice
    • The options to deal with abusive behaviour
    • How to manage escalation when the customer will not be placated.

    If your goal is to consistently deliver excellence in customer service, this workshop can be used as a platform for continuous improvement.

    People who will benefit from attending this workshop:

    • Frontline customer service staff
    • Managers and team leaders of frontline customer service staff.

    Our trainer

    Theresa Ganz is a specialist in how to deal with customers, communication and presentation skills. Her background comprises roles in housing, information technology and at Manchester Business School. A freelance trainer for many years, her courses are fun, practical and enjoyable.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start21 Sep 2017 10:00
    • End21 Sep 2017 16:00

    Getting it ‘right first time’ – Achieving excellence in repairs reporting and diagnostics for frontline officers

    Details

    Getting it right first time

    We all want a first-time resolution when it comes to handling repairs. It saves us time, money and energy if we can correctly identify the repair and get the right operative, materials and tools on-site to do the job speedily and without fuss. And there are so many positive knock-on effects – we get satisfied customers, a first class reputation and well-maintained housing stock. 

    This course is designed for all those who are at the front end of repairs handling. We look at a range of common repairs in detail, using diagrams, pictures, parts/materials and photographs to better diagnose problems and gain a greater understanding of what can go wrong, why and what’s needed to put it right. We identify the stumbling blocks and barriers to getting it right first time and look at what needs to happen to overcome them. 

    What participants will learn: 

    • How to ask the right questions to diagnose the problem 
    • How to ensure the right information goes to the contractor 
    • How to avoid those unnecessary chase-up calls 
    • How to deliver best practice regarding appointments 
    • How to prioritise repairs effectively 
    • How to identify and respond to dampness in the home 
    • How to handle condensation issues. 

    Topics will include: 

    • Effective communication with the customer – what should we ask? 
    • Effective dialogue with other sections, departments and contractor/operatives 
    • Exploring a range of common repairs, concentrating on the major trades so staff can be confident in identifying and diagnosing the repair first time 
    • Looking at what can go wrong and identifying strategies to overcome the barriers 
    • Dampness and condensation issues explored and remedies better understood. 

    Who should attend? 

    Everyone involved in the repairs service, but particularly those at the front end: contact centre staff, repairs centre managers, contractors and customer inspectors. 

    Our trainer 

    Nancy Witham has more than 30 years experience within the Social Housing Sector. She delivers innovative, engaging interactive training to operational staff in Repairs & Maintenance, Neighbourhood, Customer Service and Business IT systems. Nancy’s style of training makes learning enjoyable and relevant and her training programmes receive consistently excellent feedback. 

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start26 Sep 2017 10:00
    • End26 Sep 2017 16:00

    Introduction to social housing

    Details

    Introduction to social housing

    This course aims to give frontline housing staff a working knowledge of the context in which they operate and how we have arrived there. It will give delegates insight into the development of social housing as a sector and profession, and highlight current key operational concerns and external influences on service delivery.

    Key elements of the training include:

    • Locating social housing: understanding tenure in the UK
    • Who provides social housing? Who is it for?
    • Changing demographics and new challenges for the sector
    • What is social housing and how did it develop? The Victorian philanthropists and early state intervention
    • From the welfare state to a business focus: the reconfiguration of tenants as customers
    • Housing management under the spotlight: delivering core services in context – key functions, key concerns
    • Understanding service delivery: generic versus specialist working arrangements
    • Social housing: professional concerns
    • Who funds social housing and how are we accountable?

    Who should attend?

    All staff, board members and resident representatives new to the housing sector or wishing to update their knowledge in the rapidly changing housing world.

    Our trainer

    Michael Guest has extensive housing experience and expertise gained working within housing organisations, in consultancy, training, teaching and a variety of professional roles with the Chartered Institute of Housing. He is well known for his approachable and participative style of training, ensuring that it is effective for delegates whatever their role, and that learning is retained and can be applied to those roles.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in London and Birmingham.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueBirmingham
    • Start26 Sep 2017 10:00
    • End26 Sep 2017 16:00

    Lift – a wellbeing programme for staff

    Details

    Lift – a wellbeing programme for staff

    Wellbeing at work is becoming increasingly more important for organisations. Encouraging ‘wellbeing at work’ positively impacts employee’s engagement and sustainable performance. 

    This course explores what is meant by ‘wellbeing’ and considers how organisations can work to promote wellbeing in the workplace. 

    Employers have a vital role to play in managing staff health and wellbeing through the promotion of policies and behaviours which support a positive working culture and positive engagement. 

    This workshop combines the sharing of effective wellbeing tools and techniques with real life good practice examples. It also provides the opportunity to consider what it would mean to be ‘serious’ about wellbeing and the positive impact this can have on the individual and the organisation. 

    This personal development course is aimed at all staff. It is broken down into bite size ‘tasters’ and is fully interactive. 

    The course includes the following topic areas: 

    • The definition of wellbeing 
    • Why wellbeing in the workplace is important 
    • Sleep 
    • Mood 
    • Activity 
    • Relaxation 
    • Thinking 
    • Assertiveness 
    • Confidence 
    • Coping mechanisms 
    • Motivation 
    • Communication 
    • Mindfulness 
    • Confidence 
    • Stress reduction 
    • Self reflection. 

    Who should attend? 

    This course will be beneficial to everyone. 

    Our trainer 

    Tahira Hussain has extensive experience working in the statutory and voluntary sector. She has a 15-year career in social work, mental health, community development and housing. 

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in Glasgow, London and Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start27 Sep 2017 10:00
    • End27 Sep 2017 16:00

    Former tenant debt collection

    Details

    Former tenant debt collection

    With new legislation from the Welfare Reform and Work and the Housing and Planning Acts 2016 beginning to bite, it will be more important than ever for landlords to collect all income due including former tenant debt.

    This course will provide practical tools and techniques for effectively managing and collecting former tenant debt.

    What the course will cover:

    • Why collecting total debt is critical for housing providers
    • Effective tools and techniques for effective collecting of former tenant debt
    • Practical approaches to prevent former tenant debt accruing
    • Court options for dealing with former tenant debt
    • Developing effective and meaningful key performance indicators (KPIs)
    • How to ensure an effective service which provides value for money.

    The course can be tailored to your organisation, making this a flexible and cost-effective way of training staff to be their best.

    Who should attend?

    • Income officers
    • Financial inclusion officers
    • Allocation officers
    • Neighbourhood officers
    • Support officers
    • Tenancy sustainment officers
    • Welfare reform officers
    • Debt advisors.

    Our trainer

    Tony Kiely is an HQN associate and has extensive knowledge and experience of income management, both operationally and strategically, having worked in the housing sector for over 35 years. Tony is an associate tutor at the University of Chester, and has devised and delivered modules for its Learning Pathways for Housing Practice programme. He is a member of the Chartered institute of Housing and is passionate about learning and developing staff to reach their full potential. His practical training style allows for lots of interaction and his courses consistently receive excellent feedback.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Downlaod the flyer 

    This course will also be running in Glasgow and Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start28 Sep 2017 10:00
    • End28 Sep 2017 16:00

    Housing management law update

    Details

    Housing management law update

    Middle and senior managers rarely attend Housing Law training – apart from short conference workshops. But their knowledge is often dated, maybe based on sector myths and/or they too quickly ask their chosen retained lawyers. Case law is replete with examples of where this approach is found expensively wanting.

    This training will provide such staff with real up-to-date knowledge or statute and case law and the opportunity with others to unravel complex real cases.

    You will learn

    • The main features of the Localism Act 2011 effecting housing
    • How Choice Based Lettings and recent homelessness case law should have changed policy, procedure and practice
    • The principal features of other law having an impact ie Equality Act 2010
    • Where other statute should mean another agency taking responsibility
    • Other recent case law with implications for housing management ie succession, joint to sole tenancies etc
    • How to respond to potential legal challenges ie Human Rights Act 1998 post-Pinnock.

    Who should attend?

    Strategic and operational middle and senior managers across sections dealing with all of the above, including:

    • Policy and procedure staff and those in strategy formation
    • Housing and tenancy enforcement managers
    • Homelessness and allocations / lettings managers
    • Supported housing commissioners and providers
    • Managers from partner agencies whose remit crosses into social housing.

    Our trainer

    Richard Paris has an MA from Queens’ College, Cambridge and a post-graduate Diploma in Housing from LSE. From 1991-93 he was senior research officer at LSE Housing, and has worked for short-life and supported housing agencies, mainstream housing associations and local authorities. He is a freelance housing law specialist with 20 years’ training and development experience undertaking educational training, consultancy, policy and procedure health checks. He specialises in housing law updates, dealing with anti-social behaviour effectively, preventing and controlling rent arrears, do-it-yourself possession proceedings, the law in supported housing and the law on disrepair and best practice.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in London and Birmingham.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start28 Sep 2017 10:00
    • End28 Sep 2017 16:00

    Mental health awareness for managers

    Details

    Mental health awareness for managers

    Having good knowledge of mental health issues is vital for managers in these challenging economic times. Many of you will be asking staff to do ‘more’, with less resources at their disposal. What can you do to prevent the development of mental health issues or to manage staff with existing mental health conditions?

    You will learn

    • Explore the common types of mental illness including: depression (unipolar and bipolar), psychosis and schizophrenia, personality disorder, anxiety disorders including PTSD and phobias, eating disorders
    • To be able to define the common indicators and symptoms of mental illness that may appear in staff members
    • Understand how stress is different to mental health issues but how both interconnect
    • Understand how to identify, limit and manage work based stress
    • Understand what a mentally healthy workplace is and what you can do to ensure yours is as healthy as can be
    • How to encourage disclosure and open discussion around mental health and how to overcome stigma
    • Learn how to manage a staff member with a mental health problem while at work or on return to work
    • Know how staff members can access support for their stress or mental health issues.

    Who will benefit from this course?

    • All housing and care and support managers and supervisors and human resource staff.

    Our trainer

    Danny McGowan BSC, MSC has been involved in working with substance misuse, mental health and complex needs for over 20 years. He specialises in translating science into common sense and has an interactive and engaging training style which provides you with practical skills, not just a lot of facts and figures.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in London.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start03 Oct 2017 10:00
    • End03 Oct 2017 16:00

    Mental health awareness for managers

    Details

    Mental health awareness for managers

    Having good knowledge of mental health issues is vital for managers in these challenging economic times. Many of you will be asking staff to do ‘more’, with less resources at their disposal. What can you do to prevent the development of mental health issues or to manage staff with existing mental health conditions?

    You will learn

    • Explore the common types of mental illness including: depression (unipolar and bipolar), psychosis and schizophrenia, personality disorder, anxiety disorders including PTSD and phobias, eating disorders
    • To be able to define the common indicators and symptoms of mental illness that may appear in staff members
    • Understand how stress is different to mental health issues but how both interconnect
    • Understand how to identify, limit and manage work based stress
    • Understand what a mentally healthy workplace is and what you can do to ensure yours is as healthy as can be
    • How to encourage disclosure and open discussion around mental health and how to overcome stigma
    • Learn how to manage a staff member with a mental health problem while at work or on return to work
    • Know how staff members can access support for their stress or mental health issues.

    Who will benefit from this course?

    • All housing and care and support managers and supervisors and human resource staff.

    Our trainer

    Danny McGowan BSC, MSC has been involved in working with substance misuse, mental health and complex needs for over 20 years. He specialises in translating science into common sense and has an interactive and engaging training style which provides you with practical skills, not just a lot of facts and figures.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueGlasgow
    • Start04 Oct 2017 10:00
    • End04 Oct 2017 16:00

    Former tenant debt collection

    Details

    Former tenant debt collection

    With new legislation from the Welfare Reform and Work and the Housing and Planning Acts 2016 beginning to bite, it will be more important than ever for landlords to collect all income due including former tenant debt.

    This course will provide practical tools and techniques for effectively managing and collecting former tenant debt.

    What the course will cover:

    • Why collecting total debt is critical for housing providers
    • Effective tools and techniques for effective collecting of former tenant debt
    • Practical approaches to prevent former tenant debt accruing
    • Court options for dealing with former tenant debt
    • Developing effective and meaningful key performance indicators (KPIs)
    • How to ensure an effective service which provides value for money.

    The course can be tailored to your organisation, making this a flexible and cost-effective way of training staff to be their best.

    Who should attend?

    • Income officers
    • Financial inclusion officers
    • Allocation officers
    • Neighbourhood officers
    • Support officers
    • Tenancy sustainment officers
    • Welfare reform officers
    • Debt advisors.

    Our trainer

    Tony Kiely is an HQN associate and has extensive knowledge and experience of income management, both operationally and strategically, having worked in the housing sector for over 35 years. Tony is an associate tutor at the University of Chester, and has devised and delivered modules for its Learning Pathways for Housing Practice programme. He is a member of the Chartered institute of Housing and is passionate about learning and developing staff to reach their full potential. His practical training style allows for lots of interaction and his courses consistently receive excellent feedback.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in London and Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start04 Oct 2017 10:00
    • End04 Oct 2017 16:00

    Taking the minutes

    Details

    Taking the minutes

    So, who wants to take the minutes? It’s a question that guarantees lots of fidgeting, shuffling and looking down. 

    The minute-taker plays a key role in ensuring the successful outcome of a meeting. Done correctly, it’s an influential and respected position. But it can be a stressful experience and many find it difficult task to document information accurately in a meeting. Getting it right first time can save your organisation a lot of time, effort and money. 

    This one-day workshop will teach you how to prepare, take concise, accurate minutes and meeting skills so you can record key points and actions efficiently. 

    This workshop will help you to: 

    • Understand the need for effective, accurate minute taking skills 
    • Prepare for your role as minutetaker and agree responsibilities with the chair 
    • Be visible and establish personal presence in the meeting room 
    • Take accurate notes of key points and actions without feeling rushed 
    • Challenge and check understanding during the meeting 
    • Provide meeting attendees with a useful, timely document that adds value to the meeting. 

    Who should attend? 

    Everyone who is responsible for taking, or would like to be able to take, the minutes at meetings. 

    Our trainer 

    Tahira Hussain has extensive experience working in the statutory and voluntary sector. She had a 15- year career in social work, mental health, community development and housing. 

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in London and Glasgow.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start05 Oct 2017 10:00
    • End05 Oct 2017 16:00

    General Data Protection Regulation (GDPR) – are you ready?

    Details

    GDPR

    The GDPR comes into force in May 2018 and the changes to the data protection laws will have a significant impact on housing organisations. Are you prepared? There are 20 million reasons to make sure you are!

    The clock is ticking and this course will help you to prepare for the new legislation.

    By attending this training you will be able to identify any ‘gaps’ in your current policies and procedures and create and implement an action plan to ensure you take the necessary steps to bring your organisation into full compliance with the GDPR BEFORE the deadline.

    The course will cover the ‘key’ elements of the GDPR for housing organisations including:

    consent, communicating privacy information, complying with individuals rights, subject access requests breach notifications, Data Protection Impact assessments, children, the consequences of getting it wrong and more.

    Ensure your organisation complies with the GDPR and avoids reputational damage and fines.

    Who should attend?

    Governance managers, business managers, record managers and database administrators, HR professionals, staff who deal with customer queries and administer personal data, IT and other staff, and every individual who wishes to become aware of their own legal rights.

    Our trainer

    Steve Palmer is a highly experienced consultant, trainer and coaching practitioner with a background in sales within the finance and commercial sectors. He is a data protection expert and a member of the Chartered Institute of Personnel and Development.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in London.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start05 Oct 2017 10:00
    • End05 Oct 2017 16:00

    Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

    Leasehold management can be complex and brings challenges that are not often encountered in more mainstream social housing provision. Delegates will learn the skills needed when dealing with a wide range of leasehold properties and understanding the challenges that they bring.

    This course will cover:

    • Core terms in a lease
    • Variable service charges statutory control
    • The Commonhold and Leasehold Reform Act
    • Service charge enforcement options
    • Section 20 consultation
    • The role of the First Tier Tribunal (Property Chamber).

    What will you learn?

    • Governing legislation and regulation
    • Dealing with service charge challenges
    • Service charge recovery methods
    • Effectively managing leasehold services
    • Importance of lease terms
    • The impact of recent case law.

    Who should attend?

    All staff who are involved in dealing with leasehold schemes, policy and procedure and recovering service charges, including housing officers, housing managers, leasehold managers, heads of housing, and property services.

    Our Trainer

    Jackie Dickins has been an HQN trainer and consultant for 15 years and is the lease consultant/trainer for the Leasehold Excellence Network.

    She specialises in leasehold management and service charges and has carried out numerous ‘mock’ inspections and service reviews in respect of service charges and income management for organisations across the UK.

    Jackie has significant experience in all aspects of service charge recovery from the design of service provision, delivery of services and apportionment and collection of charges.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    Book now:

    find out more
  2. General Data Protection Regulation (GDPR) – are you ready? – POP UP Training – SOLD OUT

    Details

    General data protection regulation

    The GDPR comes into force in May 2018 and the changes to the data protection laws will have a significant impact on housing organisations. Are you prepared? There are 20 million reasons to make sure you are!

    The clock is ticking and this course will help you to prepare for the new legislation.

    By attending this training you will be able to identify any ‘gaps’ in your current policies and procedures and create and implement an action plan to ensure you take the necessary steps to bring your organisation into full compliance with the GDPR BEFORE the deadline.

    The course will cover the ‘key’ elements of the GDPR for housing organisations including:

    consent, communicating privacy information, complying with individuals rights, subject access requests breach notifications, Data Protection Impact assessments, children, the consequences of getting it wrong and more.

    Ensure your organisation complies with the GDPR and avoids reputational damage and fines.

    Who should attend?

    Governance managers, business managers, record managers and database administrators, HR professionals, staff who deal with customer queries and administer personal data, IT and other staff, and every individual who wishes to become aware of their own legal rights.

    Our trainer

    Steve Palmer is a highly experienced consultant, trainer and coaching practitioner with a background in sales within the finance and commercial sectors. He is a data protection expert and a member of the Chartered Institute of Personnel and Development.

    Price per delegate

    1 delegate: £100.00

    *All prices are subject to VAT at the applicable rate.

    SOLD OUT

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start10 Oct 2017 10:00
    • End10 Oct 2017 16:00

    Investigative interviewing masterclass

    Details

    Investigative interviewing masterclass

    Many housing professionals are expected to be able to conduct investigative interviews, whether that’s dealing with complex cases of anti-social behaviour with multiple, conflicting accounts and counter-allegations, or issues of succession rights, subletting or abandonment.

    Carrying out these interviews can be challenging, and risks a confrontational encounter that achieves little. This training will help staff to conduct highly successful and professional interviews that maintain a strong relationship with the interviewee (whether a witness or alleged perpetrator) and obtain a detailed and evidentially useful account of the facts.

    Based on current UK police training, this course will enable housing staff to develop and use ethical and successful investigative interviewing skills for the benefit of their organisation and its customers.

    Course content:

    • Interview strategy and structure
    • Interview psychology
    • Managing relationships during the interview
    • Triggering spontaneous disclosure
    • Highly effective questions
    • Active listening, observing and assessing
    • Managing information before and during the interview
    • Probing an account
    • Interview management and dealing with disruption and resistance.

    Who should attend?

    All frontline staff who are expected to carry out investigative interviews, particularly those dealing with anti-social behaviour investigations.

    Your trainer

    After ten years’ experience as a police officer, Chris Knight has spent over 20 years working in social housing in a variety of senior roles in local authorities and housing associations, and most recently as a consultant specialising in performance improvement. He uses his experience to create an enjoyable, entertaining and positive learning environment.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in Glasgow and London.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueBirmingham
    • Start10 Oct 2017 10:00
    • End10 Oct 2017 16:00

    Rent collection - ensuring effective and efficient arrears collection processes in challenging times

    Details

    Rent collection

    With the introduction of new reforms from April 2017 and many more planned from April 2018, rent collection will be even more critical for many landlords. This course will provide practical tools and techniques for effectively managing and collecting current tenant debt.

    The roll-out of Universal Credit, the four-year freeze on working age benefits, housing element restrictions for young people under UC, restrictions to Child Tax Credits, migration from Disability Living Allowance to Personal independence Payments, the introduction of Local Housing Allowance (LHA) and continuing benefit sanctions are bringing unique challenges for households receiving benefits and those in low paid employment.

    This course will provide practical tools and techniques for effectively managing and collecting current tenant debt.

    The course will cover:

    • Establishing a ‘rent first’ culture
    • Rent collection – whose responsibility?
    • Understanding the latest challenges from existing and new reforms from the new Welfare Reform and Work Act and the Housing and Planning Act
    • Identifying opportunities for maximising customer contact to prevent and collect arrears
    • Applying practical tools and techniques of case management to improve collection
    • Negotiation for income teams/repayment agreements
    • A focus on tenancy sustainment as a driver for improving performance and reducing costs.

    The course can be tailored to your organisation, making this a flexible and cost-effective way of training staff to be their best.

    Who should attend?

    • Income officers
    • Financial inclusion officers
    • Allocation officers
    • Neighbourhood officers
    • Support officers
    • Tenancy sustainment officers
    • Welfare reform officers
    • Debt advisors.

    Our trainer

    Tony Kiely is an HQN associate and has extensive knowledge and experience of income management, both operationally and strategically, having worked in the housing sector for over 35 years. Tony is an associate tutor at the University of Chester, and has devised and delivered modules for its Learning Pathways for Housing Practice programme. He is a member of the Chartered institute of Housing and is passionate about learning and developing staff to reach their full potential. His practical training style allows for lots of interaction and his courses consistently receive excellent feedback.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in Glasgow and London.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start11 Oct 2017 10:00
    • End11 Oct 2017 16:00

    Possession proceedings in the County Courts

    Details

    Possession proceedings in the county courts

    Possession proceedings are a serious matter, undertaken by landlords as a last resort. This course is designed for staff taking possession action and will cover notices for possession, grounds for possession, the court powers on considering possession action, warrants of possession and dealing with applications to suspend a warrant.

    This course will cover:

    • The relevant legal framework
    • Main grounds for possession
    • Possession proceedings against tenants
    • Correct notices
    • Civil procedure rules
    • Human Rights and Equality Act considerations
    • Court paperwork.

    What will delegates learn?

    • Evidence gathering
    • Recent case law
    • Service of notices
    • Court powers
    • The principles the Court will consider in cases of mandatory possession
    • Eviction
    • How to deal with applications to suspend warrant of possession.

    Who should attend?

    New staff who are involved in taking possession action against tenants and those wanting a refresher.

    Our trainer

    Mel Cant trained as a barrister and specialises in social housing law. After ten years in the legal profession, she spent a further ten working within local government, predominantly in the areas of homelessness, housing advice and allocations and lettings, as both a practitioner and consultant. She has been the Homelessness Review Officer for City of York Council for nearly ten years and undertakes the s202 reviews for all but one of the other North Yorkshire authorities.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start12 Oct 2017 10:00
    • End12 Oct 2017 16:00

    Asset management masterclass

    Details

    Asset management masterclass

    Asset management is coming under closer and more detailed scrutiny by the regulator. HCA feedback on value for money self-assessments has been in many cases critical of providers’ knowledge, management and forward planning in relation to their dwelling stock.

    Effective asset management is critical to your business, and one of the key ways you can demonstrate you are managing your stock effectively is by having an up-to-date, fully developed asset management strategy in place. We’ll show you how to prepare or update your strategy.

    What the course will cover:

    Our masterclass will deal with the practical problems you face. We’ll look at the current key issues around drafting or updating an asset management strategy, including:

    • Key elements of an asset management strategy
    • Common mistakes and missing elements in the strategy
    • An overview of best practice and current typical operating costs:
    • What does good value for money look like in repairs and asset management?
    • How do your costs compare?
    • Use of your stock condition database, stock sustainability and modeling
    • Find out the HCA’s views about active asset management and how others are tackling this
    • Rate of return on your assets – how can you carry out an assessment; what models and tools are available?
    • What does the HCA mean by adopting a ‘granular approach’?
    • Future challenges – our assessment of the big and emerging issues over the next three to five years.

    Who should attend?

    Everyone working operationally or strategically in asset management, property services and housing strategy, and those responsible for managing stock condition databases and investment resource planning.

    Our trainer

    Kevin Bentley will share with you the latest information and best practice, and his wealth of experience in asset management, repairs and maintenance costs and key asset management drivers.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in London.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start12 Oct 2017 10:00
    • End12 Oct 2017 16:00

    Gas safety awareness

    Details

    Gas safety awareness

    Gas safety awareness is vitally important and this course will help housing staff identify situations where residents may be at risk. 

    In data provided by the Gas Safety Register it states that: 

    Investigation data spanning five years reveals that gas heaters are the most dangerous appliance in rented accommodation, accounting for the majority (59%) of all unsafe appliances. 

    Unsafe gas appliances have been found in a fifth (21%) of privately-rented accommodation, which means more than 2.7million people could be living in dangerous housing. 

    Understanding and identifying potential gas and carbon monoxide related risks should be a high priority within your risk assurance policies and procedures. This training day will raise your understanding of the management and operational processes to enable effective prevention of gas related incidents and ensure the safety and wellbeing of your workforce, tenants, customers and service providers. 

    This course covers 

    • Gas management duties 
    • Landlord and service provider procedures 
    • No access procedures 
    • Record keeping responsibilities 
    • Void properties and mutual exchange 
    • Quality control 
    • System upgrades and mutual exchanges 
    • Gas escapes 
    • Ongoing maintenance works. 

    Who should attend? 

    All frontline and site based staff, team leaders and managers as well as those with direct responsibility for strategic oversight and management of property and landlord services across single or multiple property portfolios, including: 

    • Health and safety leads 
    • Housing officers, support workers, neighbourhood officers, customer service staff and teams, resident wardens, caretakers, estate managers and other key site based staff 
    • Managers and staff responsible for the development of policies and procedures in this vital area. 

    Our trainer 

    Andy Turner has over twenty years experience of managing occupational health and safety and enterprise risk management in the public and private sector. Andy has designed and delivered award-winning health and safety and risk management systems for the housing sector over the last seven years and has spoken at national conferences on safety and risk issues. He has a practical and common sense approach to managing risk with a clear focus on the priorities you need to ensure compliance and good practice. 

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueBirmingham
    • Start12 Oct 2017 10:00
    • End12 Oct 2017 16:00

    Safeguarding children and vulnerable adults

    Details

    Safeguarding children and vulnerable adults

    Safeguarding children and vulnerable adults is everyone’s business and the housing industry has an important role to play.

    The course will raise awareness of children and adults at risk, the systems to safeguard them, and the role and responsibilities of housing staff and partner agencies.

    Training is mandatory. All staff, volunteers and contractors need to know what is meant by safeguarding and promoting the welfare of adults and children, and what to do if you or someone you know has concerns that a vulnerable adult or child is at risk.

    Course content

    This one-day course is designed to give housing staff a comprehensive introduction to safeguarding children and adults covering:

    • What makes an adult or child vulnerable/at risk
    • The categories of abuse
    • Recognising the signs and indicators of abuse
    • The legal framework and guidance
    • The impact of abuse and neglect
    • Challenges to effective safeguarding
    • The Care Act 2014
    • Record-keeping
    • Confidentiality and information-sharing
    • Your responsibilities and how to report concerns
    • The process following referral for adults and children.

    Who should attend?

    ALL staff, contractors and volunteers across your organisation must be able to demonstrate they have completed mandatory safeguarding training.

    Our trainer

    Tahira Hussain has extensive experience working in the statutory and voluntary sector. She has a 15-year career in social work, mental health, community development and housing.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in London and Manchester.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start17 Oct 2017 10:00
    • End17 Oct 2017 16:00

    Condensation, damp and mould – causes, cures and the courts

    Details

    Condensation, damp and mould

    This revised and updated condensation, damp and mould workshop builds on the enthusiastically received format previously delivered at public training events across the length and breadth of the UK.

    Revising existing understanding, dispelling myths and questioning existing generic, outdated and inappropriate advice often given to interested parties in the light of recent improvements to housing stock, the course provides delegates with an effective understanding of the causes, symptoms and cures associated with condensation, damp and mould in the light of impacting legislation, etc

    What will you learn?

    • An understanding of the causes, symptoms and cures associated with condensation, damp and mould
    • Requisite impacting legislation and the implications of failure
    • Rising damp – truth or myth?
    • The diverse range of detection tools available such as moisture, carbide and capacitance meters, borescopes, hygrometer sticks and humidity boxes, etc
    • Strategies for the effective removal/reduction of damp and mould problems
    • How to communicate sound knowledge-based principles to affected parties
    • How to protect parties’ interests and implement effective procedural guidance to combat failure.

    The training is lively, practical and interactive and, most importantly, in tune with the increasing demands being placed on housing organisations and their technical and housing officers in meeting the challenges presented by this resource-draining aspect of their work.

    Who will benefit?

    Housing officers, maintenance and technical officers, property inspectors, home visitors, estate-based staff such as caretakers and neighbourhood officers, together with all customer-facing teams and their team leaders.

    Our trainer

    Facilitated by Wayne Anderson, expert lecturer, national conference speaker, chartered surveyor, arbitrator and consultant, the sessions are lively, colourful and interactive and are based on extensive experience gained over 25 years with best practice organisations involved in the housing repairs and maintenance sector. Wayne has a reputation for simplifying complex issues and encouraging frontline staff to develop a deeper understanding of maintenance issues that can be applied confidently on a day-to-day basis.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in London and Glasgow.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start17 Oct 2017 10:00
    • End17 Oct 2017 16:00

    Introduction to social housing

    Details

    Introduction to social housing

    This course aims to give frontline housing staff a working knowledge of the context in which they operate and how we have arrived there. It will give delegates insight into the development of social housing as a sector and profession, and highlight current key operational concerns and external influences on service delivery.

    Key elements of the training include:

    • Locating social housing: understanding tenure in the UK
    • Who provides social housing? Who is it for?
    • Changing demographics and new challenges for the sector
    • What is social housing and how did it develop? The Victorian philanthropists and early state intervention
    • From the welfare state to a business focus: the reconfiguration of tenants as customers
    • Housing management under the spotlight: delivering core services in context – key functions, key concerns
    • Understanding service delivery: generic versus specialist working arrangements
    • Social housing: professional concerns
    • Who funds social housing and how are we accountable?

    Who should attend?

    All staff, board members and resident representatives new to the housing sector or wishing to update their knowledge in the rapidly changing housing world.

    Our trainer

    Michael Guest has extensive housing experience and expertise gained working within housing organisations, in consultancy, training, teaching and a variety of professional roles with the Chartered Institute of Housing. He is well known for his approachable and participative style of training, ensuring that it is effective for delegates whatever their role, and that learning is retained and can be applied to those roles.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in Manchester and Birmingham.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start17 Oct 2017 10:00
    • End17 Oct 2017 16:00

    Presentation and communication skills

    Details

    Presentation and communication skills

    Do you want to improve your presentation and communication skills? If so, this training day is for you. It’s full of practical tips and advice for those who present and communicate with colleagues, customers and partner organisations.

    Effective presenting and communicating is not easy; therefore this event focuses on:

    • Organisation, planning and preparation
    • The power of non-verbal communication
    • Communication styles
    • Language, voice, pace and pauses
    • Confidence
    • Delivering a presentation
    • Leading through presentations and communication
    • Audience engagement
    • Active listening.

    Who will benefit from this course?

    • Housing officers
    • Senior housing officers
    • Team leaders
    • Heads of service.

    What previous attendees have said:

    “By far the best training day I’ve ever been on.”

    “I was very nervous about going on this training, but Theresa was brilliant, she put me at ease, was very entertaining and my presentations have improved dramatically.”

    “Practical and fun day, couldn’t have been better.”

    Our trainer

    Theresa Ganz is a specialist in presentation and communication skills and how to deal with customers. Her background comprises roles in housing, information technology and at Manchester Business School. A freelance trainer for many years, her courses are fun, practical and enjoyable.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in London.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start17 Oct 2017 10:00
    • End17 Oct 2017 16:00

    Professional boundaries

    Details

    Professional boundaries

    Are your staff able to operate within clear, professional boundaries? Do they understand the risks of ‘crossing’ those boundaries? Are they able to find the right balance between ‘compassion’ and maintaining a professional distance? 

    If these questions have started you thinking, then this course is for you and your staff. 

    If your organisation is to deliver a high quality, professional service, clear boundaries are essential. Professional boundaries outline an effective and appropriate interaction between housing professionals and their customers. The ‘boundaries’ exist to protect both parties. Staff must understand the nature and limits of their roles and be able to recognise ‘grey areas’, where they may be at ‘risk’ of crossing the line. 

    Using helpful and relevant scenarios and best practice examples this course will enable staff to define the ‘limits’ of their roles and understand the need for, and benefits of, clear, professional boundaries. 

    Course content 

    • Codes of conduct and why we need them 
    • The legal and regulatory requirements for a code of conduct and professional boundaries 
    • The limits of clear professional boundaries 
    • The customer/worker relationship in this context 
    • How to recognise ‘grey areas’ where professional boundaries are at risk of being crossed, and the associated risks 
    • Good practice that can be implemented in the workplace. 

    Who should attend? 

    All housing staff and their managers. 

    Our trainer 

    Tahira Hussain has extensive experience of delivering professional boundaries courses with over 15 years’ experience in housing. She has trained both frontline staff and managers across the UK. The course is designed to be both informative and participative. 

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in Manchester and Birmingham.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueManchester
    • Start18 Oct 2017 10:00
    • End18 Oct 2017 16:00

    Anti-social behaviour (ASB) and how to tackle it – a masterclass

    Details

    Anti-social behaviour (ASB) and how to tackle it – a masterclass

    ASB is a serious issue for landlords and has been legislated for innumerable times over the past few years. The introduction of the ASB Crime and Policing Act 2014 is a shift change from previous approaches in that it is now clearly victim led.

    In order to deal with ASB in your community you will need a good understanding of the new measures available.

    This Act focuses more than ever on joint agency working and this course will take you through each of the new remedies relevant to social housing providers as well as identify what actions can and/or are required from partner agencies.

    This course will provide a good foundation to deal effectively and appropriately with ASB in the community.

    Sessions will cover:

    • The legal tools available
    • Legal framework
    • The Civil Injunction to prevent ASB
    • Breach of the remedies
    • Closure Orders
    • Voluntary remedies
    • Possession Grounds (absolute and discretionary)
    • Community trigger.

    What will delegates learn?

    • How and when to use the new tools
    • The importance of joint working
    • An understanding of ASB
    • Choosing the right remedy
    • Civil or criminal action?

    Who should attend?

    This course is suitable for housing practitioners and their managers who are involved in resolving ASB issues within their community.

    Our trainer

    Mel Cant trained as a barrister and specialises in social housing law. After ten years in the legal profession, she spent a further ten working within local government, predominantly in the areas of homelessness, housing advice and allocations and lettings, as both a practitioner and consultant.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer

    This course will also be running in London.

    Book now:

    find out more
    • Event TypeHQN Training
    • VenueLondon
    • Start18 Oct 2017 10:00
    • End18 Oct 2017 16:00

    Housing management law update

    Details

    Housing management law update

    Middle and senior managers rarely attend Housing Law training – apart from short conference workshops. But their knowledge is often dated, maybe based on sector myths and/or they too quickly ask their chosen retained lawyers. Case law is replete with examples of where this approach is found expensively wanting.

    This training will provide such staff with real up-to-date knowledge or statute and case law and the opportunity with others to unravel complex real cases.

    You will learn

    • The main features of the Localism Act 2011 effecting housing
    • How Choice Based Lettings and recent homelessness case law should have changed policy, procedure and practice
    • The principal features of other law having an impact ie Equality Act 2010
    • Where other statute should mean another agency taking responsibility
    • Other recent case law with implications for housing management ie succession, joint to sole tenancies etc
    • How to respond to potential legal challenges ie Human Rights Act 1998 post-Pinnock.

    Who should attend?

    Strategic and operational middle and senior managers across sections dealing with all of the above, including:

    • Policy and procedure staff and those in strategy formation
    • Housing and tenancy enforcement managers
    • Homelessness and allocations / lettings managers
    • Supported housing commissioners and providers
    • Managers from partner agencies whose remit crosses into social housing.

    Our trainer

    Richard Paris has an MA from Queens’ College, Cambridge and a post-graduate Diploma in Housing from LSE. From 1991-93 he was senior research officer at LSE Housing, and has worked for short-life and supported housing agencies, mainstream housing associations and local authorities. He is a freelance housing law specialist with 20 years’ training and development experience undertaking educational training, consultancy, policy and procedure health checks. He specialises in housing law updates, dealing with anti-social behaviour effectively, preventing and controlling rent arrears, do-it-yourself possession proceedings, the law in supported housing and the law on disrepair and best practice.

    Price per delegate

    1 delegate: £250.00
    2 delegates: £225.00
    3+: £200.00

    *Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    Download the flyer 

    This course will also be running in Manchester and Birmingham.

    Book now:

    find out more
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