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. Asset management and leaseholders – S.20 consultation

    Details

    Asset management and leaseholders – S.20 consultation

    With reductions in qualification periods, the levels of leasehold accommodation owned and managed by social housing providers is increasing, and will continue to do so. 

    The aim of this training is to give officers involved in the repairing, maintaining and improvement of your stock an overview of what’s required to ensure that the delivery of such works is as smooth as possible, and you also recover the full cost of such works from your leaseholders. 

    This one-day course will consider: 

    • The Right to Buy process and the need to ensure that sale prices include the cost of all works undertaken by you over the last 10, and sometimes 15 years 
    • The need to ensure an effective S.125 notice is served within the Right to Buy process, and the implications if the notice is ineffective or lacks relevant information 
    • The clauses of the lease in terms of maintaining the stock and the potential issues where the right to improve is not included within the lease 
    • The S.20 consultation in detail in respect of major works, long-term contracts and major works within long-term contracts 
    • Permission requirements for ‘improvements’ undertaken by leaseholders 
    • Responsive repair reporting to include what is your responsibility to undertake as well as the use of building insurance 
    • Right of access 
    • How to deal with breaches in terms of access and ‘improvements’ without permission. 

    The final element of the course will consider potential defenses and counterclaims that leaseholders may have available to them in respect of paying for the work you’ve undertaken, and tips on how to avoid effective challenges within the First-tier Tribunal. 

    Who should attend? 

    All officers whose responsibility is the development, planning and delivery of planned maintenance and improvement works, or are responsible for the delivery of the responsive repairs contract; procurement officers for long-term contracts and tenders for works; legal officers and leasehold officers. 

    Our trainer

    Mel Cant became a Barrister in July 2000 and both prior to and since that time has worked within the housing sector to improve services to the public and providers by providing leadership, practical advice, training, support and guidance in the public, private and voluntary sectors. Mel’s “can do” attitude along with her passion for ensuring equality and fairness for all through outstanding customer service and providing practical solutions has made her a “go to” person within social housing.

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    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.

    Venue map

    Click here to download the directions to the venue 

    Download the flyer

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start07 Jun 2018 10:00
    • End07 Jun 2018 16:00

    Customer service, complaints and abusive contact handling masterclass

    Details

    Customer service, complaints and abusive contact handling masterclass

    Does your organisation deliver first-class customer service even when the going gets tough? This training day is powerful, practical and thoroughly enjoyable. 

    What will participants learn? 

    • How to manage the most difficult and challenging of customers 
    • Avoiding defensive behaviours 
    • 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 to support customer service excellence 
    • 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 
    • Heads of service, housing and performance managers. 

    “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 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.” 

    This course will also be running in London.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

  2. Asset management and leaseholders – S.20 consultation

    Details

    Asset management and leaseholders – S.20 consultation

    With reductions in qualification periods, the levels of leasehold accommodation owned and managed by social housing providers is increasing, and will continue to do so. 

    The aim of this training is to give officers involved in the repairing, maintaining and improvement of your stock an overview of what’s required to ensure that the delivery of such works is as smooth as possible, and you also recover the full cost of such works from your leaseholders. 

    This one-day course will consider: 

    • The Right to Buy process and the need to ensure that sale prices include the cost of all works undertaken by you over the last 10, and sometimes 15 years 
    • The need to ensure an effective S.125 notice is served within the Right to Buy process, and the implications if the notice is ineffective or lacks relevant information 
    • The clauses of the lease in terms of maintaining the stock and the potential issues where the right to improve is not included within the lease 
    • The S.20 consultation in detail in respect of major works, long-term contracts and major works within long-term contracts 
    • Permission requirements for ‘improvements’ undertaken by leaseholders 
    • Responsive repair reporting to include what is your responsibility to undertake as well as the use of building insurance 
    • Right of access 
    • How to deal with breaches in terms of access and ‘improvements’ without permission. 

    The final element of the course will consider potential defenses and counterclaims that leaseholders may have available to them in respect of paying for the work you’ve undertaken, and tips on how to avoid effective challenges within the First-tier Tribunal. 

    Who should attend? 

    All officers whose responsibility is the development, planning and delivery of planned maintenance and improvement works, or are responsible for the delivery of the responsive repairs contract; procurement officers for long-term contracts and tenders for works; legal officers and leasehold officers. 

    Our trainer

    Mel Cant became a Barrister in July 2000 and both prior to and since that time has worked within the housing sector to improve services to the public and providers by providing leadership, practical advice, training, support and guidance in the public, private and voluntary sectors. Mel’s “can do” attitude along with her passion for ensuring equality and fairness for all through outstanding customer service and providing practical solutions has made her a “go to” person within social housing.

    This course will also be running in London.

    find out more

    Meet At

    Further information

    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.

    Venue map

    Click here to download directions to the venue

    Download the flyer

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start12 Jun 2018 10:00
    • End12 Jun 2018 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.

    find out more

    Meet At

    Further information

    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.

    Cancellations and substitutions:

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

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

    Download the flyer

    • Event TypeHQN Training
    • VenueLondon
    • Start13 Jun 2018 10:00
    • End13 Jun 2018 16:00

    Motivational interviewing

    Details

    Motivational interviewing

    Motivation is the most important factor in changing behaviour. Some service users won’t appear to have any motivation; others will, but not always necessarily for the right things, like for example paying rent or taking medication. To empower these service users to change their lives, you need to be able to help develop their motivation. 

    Motivational interviewing helps to develop a service user’s internal motivation to change ‘problematic’ behaviour of every kind. It is an effective and easy-to-learn technique, that helps you to develop skills such as open questioning and reflective listening to enable you to draw out motivational statements from the service user, allowing them to realise how important change is, and empower them with the confidence to carry out and then to maintain change. 

    You will learn: 

    • What motivation is and how you can measure it 
    • To understand external motivation: the carrot-and-stick approach 
    • To explore Internal motivation and how it’s developed 
    • To understand the vital role of importance and confidence in internal motivation 
    • To be able to use the decisional balance technique to develop ambivalence, the first step in motivation 
    • To explore the cycle of change model and how to key-work at each stage 
    • To practise open questions, affirmations, reflective listening, and summarising (OARS micro skills) in order to develop talk of change from service users 
    • How to develop the service user’s own motivational statements into a meaningful plan for change. 

    Who will benefit from this course? 

    All staff will benefit, since all customer facing staff should know how to help motivate their clients. Whether it’s to pay their rent, or to consider entering treatment for a mental health or substance misuse problem, the development of motivation is vital. 

    Our trainer

    Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis, and has delivered training in techniques such as motivational interviewing and CBT.

    Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the  topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information, which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations during his career. Notable clients include the Department of Health, Department of Work and Pensions and the Home Office as well as housing organisations across the UK.

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start14 Jun 2018 10:00
    • End14 Jun 2018 16:00

    Customer service, complaints and abusive contact handling masterclass

    Details

    Customer service, complaints and abusive contact handling masterclass

    Does your organisation deliver first-class customer service even when the going gets tough? This training day is powerful, practical and thoroughly enjoyable. 

    What will participants learn? 

    • How to manage the most difficult and challenging of customers 
    • Avoiding defensive behaviours 
    • 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 to support customer service excellence 
    • 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 
    • Heads of service, housing and performance managers. 

    “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 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.” 

    This course will also be running in Birmingham.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start14 Jun 2018 10:00
    • End14 Jun 2018 16:00

    Preventing housing disrepair claims

    Details

    Preventing housing disrepair claims

    Do you want to increase customer satisfaction and reduce disrepair claims? 

    This course will de-mystify the legal haze of statutory obligations placed on landlords to repair properties, and the consequences of ignoring them. It will also examine the implications that tenancy agreements and handbooks have for disrepair claims and the difference between an ‘improvement’ and ‘disrepair’, which can often be crucial in disrepair claims. 

    This course will cover: 

    • The Landlord and Tenant Act section 11 
    • The impact of tenancy terms 
    • Disrepair vs improvements 
    • The risk of ignoring complaints 
    • Disrepair pre-action protocol 
    • Relevant case law 
    • Overview of other statutory obligations. 

    You will learn: 

    • The landlord’s legal responsibilities 
    • How tenancy contracts enhance repair obligations 
    • Minimising the risk of a claim 
    • Potential defences 
    • Case management 
    • Notification of a repair. 

    Who should attend? 

    All staff who are involved in dealing with asset management or who manage those that are, including heads of service, asset managers, tenancy management officers, repairs managers, repairs officers, and team leaders. 

    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. 

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

  3. Former tenant debt collection

    Details

    Former tenant debt collection

    With legislation from the Welfare Reform and Work and the Housing and Planning Acts 2016 biting, 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.

    This course will also be running in London.

    find out more

    Meet At

    Further information

    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.

    Venue map

    Click here to download the directions to the venue

    Download the flyer

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start20 Jun 2018 10:00
    • End20 Jun 2018 16:00

    Introduction to British Sign Language for housing staff

    Details

    Introduction to British Sign Language for housing staff

    Come on this course to learn more about deaf people. Understand how you can use British Sign Language (BSL) to help you feel confident and professional when you are meeting deaf customers in your work. In addition to learning everyday useful language you will also learn phrases specific to housing, eg, rooms of the house, repairs. 

    What you will learn: 

    • What BSL is and who uses it 
    • Confidence in producing the BSL alphabet and ability to ‘read’ simple words back in BSL 
    • Knowledge of a wide range of basic BSL phrases and questions, and ability to use them and ‘read’ them back 
    • Key signs and phrases relevant to housing 
    • Know what equipment can help deaf people 
    • Awareness of the professionals who help deaf people 
    • Understanding that deaf etiquette is different to that of the hearing world. 

    Course content includes: 

    • What BSL is, and a brief history 
    • The BSL alphabet 
    • Using meeting and greeting signs with residents 
    • Differences between BSL and Sign 
    • Supported English 
    • How to ask a resident a question in BSL 
    • Housing-specific signs 
    • Working with interpreters 
    • Numbers, days, time and drink/food signs 
    • Putting it all into practice. 

    Who should attend? 

    • Every member of staff who may meet a customer who is a BSL user 
    • Everyone who is thinking of undertaking a Level 1 BSL qualification and wants to have a try first. 

    Our trainer

    Julie Ryder combines an abundance of energy and knowledge and brings training alive. Her background is originally in commercial training with NatWest Mortgage Services. After losing her hearing she decided to use her deafness in a positive way, and for the past 12 years has been developing and delivering a variety of training on all disability issues. Julie has won numerous awards and has extensive experience in the housing sector, successfully training staff, managers and tenant groups.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event.

    We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

    • Event TypeHQN Training
    • VenueLondon
    • Start21 Jun 2018 10:00
    • End21 Jun 2018 16:00

    Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

    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 became a Barrister in July 2000 and both prior to and since that time has worked within the housing sector to improve services to the public and providers by providing leadership, practical advice, training, support and guidance in the public, private and voluntary sectors. Mel’s “can do” attitude along with her passion for ensuring equality and fairness for all through outstanding customer service and providing practical solutions has made her a “go to” person within social housing.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start26 Jun 2018 10:00
    • End26 Jun 2018 16:00

    Looking behind closed doors – meeting the needs of domestic abuse victims from a social housing provider perspective

    Details

    Looking behind closed doors

    Reducing or eliminating domestic abuse starts by increasing awareness and improving practice across all sectors. Training frontline staff to systematically enquire, identify and respond to domestic abuse significantly helps in increasing early identification.

    Awareness of domestic abuse is a critical element of the safeguarding responsibilities across the social housing sector. You have a duty of care to ensure you are raising awareness, recognising indicators, recording accurately, referring to appropriate agencies and reporting suspicion and disclosure of concerns to protect individuals from harm, prevent risk and promote welfare.

    Ending domestic abuse involves discussion and you serving as a catalyst. This interactive training course is designed to assist professionals understand domestic abuse, consider your own approach and address the issues and challenges that you face when dealing with those clients who are experiencing domestic abuse.

    What this course covers:

    • Exploring aspects of abuse
    • What do we mean by psychological abuse?
    • Who are the victims?
    • Exploring our own assumptions
    • Increasing frontline staff sensitivity to potential signs of domestic abuse
    • Ensuring an appropriate response when abuse is disclosed
    • Exploring safety issues
    • Ensuring your policies and procedures are robust
    • Approaches to multi-agency working.

    This course is a must for all staff including managers, team leaders and frontline staff, particularly those who work within:

    • Housing management
    • Call centres
    • ASB units and teams
    • Responsive repairs.

    Our trainer

    Tahira Hussain has extensive experience working in the statutory and voluntary sectors. She had a 16-year career in social work, mental health, community development, charity and the housing sector.

    Tahira has a successful track record in consultancy, training and project management. As an experienced project manager Tahira has delivered a range of projects, these include equality and diversity, domestic abuse awareness and inclusion strategies. Tahira has worked across a range of customer groups, including young people foyers, care homes, sheltered schemes and refuges in a contractual and consultancy capacity delivering therapy support, engaging with service users and training staff.  Tahira delivers one to one and group coaching to young people and families to develop confidence, increase self-esteem, develop goals and manage wellbeing.

    Qualified as a cognitive behavioural psychotherapist, she is a member of the BABCP and BPS and regularly delivers training sessions to organisations across a range of developing awareness topics in this area, including mental health awareness, managing mental health, autism and ADHD challenges and support, challenging behaviours, child protection and safeguarding. Tahira is also NLP qualified.

    As a qualified and experienced specialist psychological therapist in primary mental health care she treats people with depression, worry and anxiety covering a range of issues. She has an excellent record in achieving recovery and integrating good practice in multi-agency support in patient centred therapy treatment plans. Working with a range of ages and groups, Tahira works on a one to one basis and in groups to deliver support. She has experience working with families of children with a disability, ADHD, Autism and Dyspraxia. Exploring wellbeing, tools and interventions with a focus on coping mechanisms and understanding different elements of managing on a day to day basis, Tahira utilises an experiential learning and development approach to ensure client led intervention and client focused decision making. Her approach is to empower and enable individuals to identify and manage wellbeing methods and self-help techniques based on CBT tools.

    She also delivers psychological therapies as a school counsellor at Chethams School of Music supporting young people with a range of disorders including depression, worry, anxiety covering issues including bereavement, loss, PTSD, family, relationships, eating disorders, confidence and self-esteem issues using CBT based interventions. She also runs private client therapy sessions. This is combined with regular staff training sessions on areas including counselling, support skills and focused topics such as self-harm and dual diagnosis approaches.

    Working as  a training associate for national agencies she has utilised her experience in the housing, health and care sector and delivered a menu of training packages aimed to support staff, stakeholders and residents on a range of topics including mental health awareness, mental health and wellbeing, safeguarding children and adults, equality and diversity, stress management, managing depression, effective psychological interventions, recovering from trauma and developing self-esteem.

    Tahira is also an approved therapist and associate for Anxiety UK to support wellbeing and awareness of mental health through training, briefings, regular events and seminars.

    This course will also be running in Manchester.

     

    find out more

    Meet At

    Further information

    Rrice 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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start28 Jun 2018 10:00
    • End28 Jun 2018 16:00

    The manager as coach

    Details

    The manager as coach

    The benefits of a coaching style for managers are widely recognised: more motivated staff, more open communication, greater learning and development and, ultimately, better services.

    Managers need to learn the skills of coaching, and this intensive one-day course is designed to develop those skills and give managers the tools to support themselves in their continuing development. The course is highly participative and includes opportunities to practise these new skills, as well as the opportunity to observe the facilitator and others. Tools and techniques are introduced, but the focus of the day is on practical application. 

    Key elements of the course: 

    • Pros and cons of a coaching style as a manager 
    • Developing a coaching approach to one-to-ones 
    • Coaching models and coaching practice 
    • Recognising your areas for development as a coach 
    • Situational leadership and blended styles 
    • Dealing with challenging behaviour through coaching 
    • Creating a coaching culture within the team. 

    Running this course in-house enables us to work with you to develop self-supporting groups with the tools and skills to ensure continuing development, and to roll out their learning to others. 

    Who should attend? 

    All managers who want to ensure they are getting the best from their teams; who want to develop high performing teams with open and honest communication and a focus on being effective; managers keen to extend their range of management styles; HR managers/colleagues responsible for supporting managers across their organisations; first-line supervisors/team leaders keen to develop their leadership and management styles. 

    Our trainer

    Wendy Murphy is an experienced coach who has helped to set up and run many in-house and external coaching and mentoring programmes. She has worked as a coach and mentor to hundreds of people in different sectors and at different stages of their careers. Wendy works with an action-orientated results-based coaching approach, to deliver key outcomes based on personal and organisational values.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • Venuethestudio Manchester
    • Address The Hive, M1 1FN
    • Start03 Jul 2018 10:00
    • End04 Jul 2018 16:30

    Accredited Mental Health First Aid

    Details

    Accredited mental health first aid

    What will I learn?

    Our quality assured MHFA trainers deliver training that has been designed to fit into four manageable chunks.

    These are:

    1. Mental Health First Aid, mental health, and depression
    2. Depression (cont.) and suicidal crisis
    3. Anxiety, personality disorders, eating disorders and self harm
    4. Psychosis, schizophrenia and bipolar disorder.

    In each section you’ll learn how to:

    • Spot the early signs of a mental health issue
    • Feel confident helping someone experiencing a mental health issue
    • Provide help on a first aid basis
    • Help prevent someone from hurting themselves or others
    • Help stop a mental health issue from getting worse
    • Help someone recover faster
    • Guide someone towards the right support
    • Reduce the stigma of mental health issues.

    How will I learn?

    The MHFA course takes place over two days.

    The sessions will be a mix of presentations, discussions, and group work activities

    Everyone who attends the course will receive a copy of the MHFA manual and workbook, which are both excellent support resources. When you have completed the course you will receive an accreditation certificate from Mental Health First Aid England to confirm that you are a trained Mental Health First Aider.

    Our trainers

    Michael Fellowes is the Director of the Sunsurfer Consultancy and has worked with disabled people – including those with mental health issues – since 1998. He has taught in Higher Education (1998-2003) and from 2004 disability related organisation training, across the UK. Clients include, Local and National Government, Housing organisations, Universities and the Arts.    

    Judith Fellowes is a skilled researcher and trainer specialising in making technology more accessible and easier to use. Her clients include the Home Office, BBC, HSBC, Tesco and others. Her research involves working with people with disabilities, including mental health issues, and in 2009 she started training adults in disability related topics. 

    find out more

    Meet At

    Further information

    Price per delegate
    1 delegate: £500.00 *
    2 delegates: £450.00 *
    3+: £400.00 *

    Please note an additional fee of £25.00 + VAT per delegate for the accreditation certificate. 

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

    MHFA England logo    Sun Surfer logo

    Venue map

    Download the flyer

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start03 Jul 2018 10:00
    • End03 Jul 2018 16:00

    Gender identity, sexual harassment and gender pay gap

    Details

    Gender identity, sexual harassment and gender pay gap

    Fostering the right culture in the workplace and promoting respect, diversity and performance is critical. Where colleagues feel engaged and empowered to achieve their best, they will be well placed to deliver excellent services to all customers.

    Therefore we must work hard to create an environment where all employees have the opportunity to succeed, regardless of race, religion or belief, age, gender, disability, sexual orientation or gender identity/expression.

    This training day blends three focus areas to explore, understand and implement effective working practices.

    The course will focus on:

    • Understanding the context and background to gender identity, sexual harassment and the gender pay gap
    • Understanding organisational responsibilities in the context of equality
    • Awareness of the challenges and barriers to equality in the areas of gender identity, sexual harassment and equal pay.

    The course covers:

    • Gender identity
      Provides an overview of key terms, considerations and an update on this fast developing area of equality.
    • Sexual harassment
      This session defines sexual harassment, recognising indicators and the measures you can take to address this behaviour.
    • Gender pay gap
      The gender pay gap measures the difference between the average male pay and the average female pay as a proportion of the average male pay. This session will provide an overview of key issues and good practice.

    Who should attend?

    All staff, managers, leaders and customers across your organisation with responsibility and/or an interest in these three focus areas.

    Our trainer

    Tahira Hussain has extensive experience working in the statutory and voluntary sector. She has a 16-year career in social work, mental health, community development and housing. She is a lead national trainer for hqn on equality and diversity, safeguarding, mental health and wellbeing and creates enjoyable and interactive training courses with fantastic delegate feedback all over the UK.

    This course will also be running in Manchester and Birmingham.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start04 Jul 2018 10:00
    • End04 Jul 2018 16:00

    Welcome to the jungle! Can you achieve this survival act? Anti-social behaviour v GDPR v Operational housing management

    Details

    Welcome to the jungle

    This workshop based day will look at the key issues housing organisations will face when looking to balance the requirements of GDPR, with the management of Anti-social behaviour cases and the over arching operational issues facing housing management teams. 

    We are delighted to bring together the following speakers: 

    • Steve Palmer, HQN’s Training and Development Manager and national lead on all matters GDPR 
    • Melanie Cant who became a barrister in the year 2000 and has trained and worked within the housing sector since then. Mel is our lead trainer on ASB, possession proceedings, homelessness, housing law and runs our ASB master class training days 
    • Tara Logan from Irwell Valley HA. Tara is a specialist in ASB, mobile working, driving performance and modernising housing management services. 

    This bespoke day will be delivered through a combination of punchy presentations from all three speakers during the morning and interactive workshops in the afternoon on each topic area, with delegates being able to attend each session in turn, so as not to miss out on any of the topics on the day. 

    An interactive and fast paced day, with specialists available to you, makes this a not to be missed opportunity for attendees to take back practical advice and experiences to implement in the work place to support colleagues when looking to make correct and timely decisions and avoid potentially costly financial and reputational mistakes. 

    This course will also be running in London.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start05 Jul 2018 10:00
    • End05 Jul 2018 16:00

    Former tenant debt collection

    Details

    Former tenant debt collection

    With legislation from the Welfare Reform and Work and the Housing and Planning Acts 2016 biting, 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.

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start05 Jul 2018 10:00
    • End05 Jul 2018 16:00

    Gender identity, sexual harassment and gender pay gap

    Details

    Gender identity, sexual harassment and gender pay gap

    Fostering the right culture in the workplace and promoting respect, diversity and performance is critical. Where colleagues feel engaged and empowered to achieve their best, they will be well placed to deliver excellent services to all customers.

    Therefore we must work hard to create an environment where all employees have the opportunity to succeed, regardless of race, religion or belief, age, gender, disability, sexual orientation or gender identity/expression.

    This training day blends three focus areas to explore, understand and implement effective working practices.

    The course will focus on:

    • Understanding the context and background to gender identity, sexual harassment and the gender pay gap
    • Understanding organisational responsibilities in the context of equality
    • Awareness of the challenges and barriers to equality in the areas of gender identity, sexual harassment and equal pay.

    The course covers:

    • Gender identity
      Provides an overview of key terms, considerations and an update on this fast developing area of equality.
    • Sexual harassment
      This session defines sexual harassment, recognising indicators and the measures you can take to address this behaviour.
    • Gender pay gap
      The gender pay gap measures the difference between the average male pay and the average female pay as a proportion of the average male pay. This session will provide an overview of key issues and good practice.

    Who should attend?

    All staff, managers, leaders and customers across your organisation with responsibility and/or an interest in these three focus areas.

    Our trainer

    Tahira Hussain has extensive experience working in the statutory and voluntary sector. She has a 16-year career in social work, mental health, community development and housing. She is a lead national trainer for hqn on equality and diversity, safeguarding, mental health and wellbeing and creates enjoyable and interactive training courses with fantastic delegate feedback all over the UK.

    This course will also be running in London and Birmingham.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start05 Jul 2018 10:00
    • End05 Jul 2018 16:00

    Motivational interviewing

    Details

    Motivational interviewing

    Motivation is the most important factor in changing behaviour. Some service users won’t appear to have any motivation; others will, but not always necessarily for the right things, like for example paying rent or taking medication. To empower these service users to change their lives, you need to be able to help develop their motivation. 

    Motivational interviewing helps to develop a service user’s internal motivation to change ‘problematic’ behaviour of every kind. It is an effective and easy-to-learn technique, that helps you to develop skills such as open questioning and reflective listening to enable you to draw out motivational statements from the service user, allowing them to realise how important change is, and empower them with the confidence to carry out and then to maintain change. 

    You will learn: 

    • What motivation is and how you can measure it 
    • To understand external motivation: the carrot-and-stick approach 
    • To explore Internal motivation and how it’s developed 
    • To understand the vital role of importance and confidence in internal motivation 
    • To be able to use the decisional balance technique to develop ambivalence, the first step in motivation 
    • To explore the cycle of change model and how to key-work at each stage 
    • To practise open questions, affirmations, reflective listening, and summarising (OARS micro skills) in order to develop talk of change from service users 
    • How to develop the service user’s own motivational statements into a meaningful plan for change. 

    Who will benefit from this course? 

    All staff will benefit, since all customer facing staff should know how to help motivate their clients. Whether it’s to pay their rent, or to consider entering treatment for a mental health or substance misuse problem, the development of motivation is vital. 

    Our trainer

    Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis, and has delivered training in techniques such as motivational interviewing and CBT.

    Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the  topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information, which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations during his career. Notable clients include the Department of Health, Department of Work and Pensions and the Home Office as well as housing organisations across the UK.

    This course will also be running in London.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start10 Jul 2018 10:00
    • End10 Jul 2018 16:00

    Gender identity, sexual harassment and gender pay gap

    Details

    Gender identity, sexual harassment and gender pay gap

    Fostering the right culture in the workplace and promoting respect, diversity and performance is critical. Where colleagues feel engaged and empowered to achieve their best, they will be well placed to deliver excellent services to all customers.

    Therefore we must work hard to create an environment where all employees have the opportunity to succeed, regardless of race, religion or belief, age, gender, disability, sexual orientation or gender identity/expression.

    This training day blends three focus areas to explore, understand and implement effective working practices.

    The course will focus on:

    • Understanding the context and background to gender identity, sexual harassment and the gender pay gap
    • Understanding organisational responsibilities in the context of equality
    • Awareness of the challenges and barriers to equality in the areas of gender identity, sexual harassment and equal pay.

    The course covers:

    • Gender identity
      Provides an overview of key terms, considerations and an update on this fast developing area of equality.
    • Sexual harassment
      This session defines sexual harassment, recognising indicators and the measures you can take to address this behaviour.
    • Gender pay gap
      The gender pay gap measures the difference between the average male pay and the average female pay as a proportion of the average male pay. This session will provide an overview of key issues and good practice.

    Who should attend?

    All staff, managers, leaders and customers across your organisation with responsibility and/or an interest in these three focus areas.

    Our trainer

    Tahira Hussain has extensive experience working in the statutory and voluntary sector. She has a 16-year career in social work, mental health, community development and housing. She is a lead national trainer for hqn on equality and diversity, safeguarding, mental health and wellbeing and creates enjoyable and interactive training courses with fantastic delegate feedback all over the UK.

    This course will also be running in London and Manchester.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start10 Jul 2018 10:00
    • End10 Jul 2018 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 Associate since 2001 and is our lead consultant for HQN’s Leasehold Network. Prior to this she held positions at a London borough and two large housing associations based in London, where she was responsible for leasehold management and promoting work in the field of low-cost home ownership initiatives. Jackie undertakes many of HQN’s service reviews and service improvement work on leaseholder and home ownership. She has also worked in interim positions with a number of local authorities, arm’s length management organisations and housing associations as head of home ownership/home ownership manager.

    Jackie also runs pre-exam workshops at associate and member level for the Institute of Residential Property Managers (IRPM) and is delivering training for apprentices seeking associate membership of the IRPM.

    Jackie is responsible for developing, and is a lead assessor of HQN's leasehold accreditation scheme.

    find out more

    Meet At

    Further information

    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 

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start10 Jul 2018 10:00
    • End10 Jul 2018 16:00

    Welcome to the jungle! Can you achieve this survival act? Anti-social behaviour v GDPR v Operational housing management

    Details

    Welcome to the jungle

    This workshop based day will look at the key issues housing organisations will face when looking to balance the requirements of GDPR, with the management of Anti-social behaviour cases and the over arching operational issues facing housing management teams. 

    We are delighted to bring together the following speakers: 

    • Steve Palmer, HQN’s Training and Development Manager and national lead on all matters GDPR 
    • Melanie Cant who became a barrister in the year 2000 and has trained and worked within the housing sector since then. Mel is our lead trainer on ASB, possession proceedings, homelessness, housing law and runs our ASB master class training days 
    • Tara Logan from Irwell Valley HA. Tara is a specialist in ASB, mobile working, driving performance and modernising housing management services. 

    This bespoke day will be delivered through a combination of punchy presentations from all three speakers during the morning and interactive workshops in the afternoon on each topic area, with delegates being able to attend each session in turn, so as not to miss out on any of the topics on the day. 

    An interactive and fast paced day, with specialists available to you, makes this a not to be missed opportunity for attendees to take back practical advice and experiences to implement in the work place to support colleagues when looking to make correct and timely decisions and avoid potentially costly financial and reputational mistakes. 

    This course will also be running in Manchester.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start12 Jul 2018 10:00
    • End12 Jul 2018 16:00

    Looking behind closed doors – meeting the needs of domestic abuse victims from a social housing provider perspective

    Details

    Looking behind closed doors

    Reducing or eliminating domestic abuse starts by increasing awareness and improving practice across all sectors. Training frontline staff to systematically enquire, identify and respond to domestic abuse significantly helps in increasing early identification.

    Awareness of domestic abuse is a critical element of the safeguarding responsibilities across the social housing sector. You have a duty of care to ensure you are raising awareness, recognising indicators, recording accurately, referring to appropriate agencies and reporting suspicion and disclosure of concerns to protect individuals from harm, prevent risk and promote welfare.

    Ending domestic abuse involves discussion and you serving as a catalyst. This interactive training course is designed to assist professionals understand domestic abuse, consider your own approach and address the issues and challenges that you face when dealing with those clients who are experiencing domestic abuse.

    What this course covers:

    • Exploring aspects of abuse
    • What do we mean by psychological abuse?
    • Who are the victims?
    • Exploring our own assumptions
    • Increasing frontline staff sensitivity to potential signs of domestic abuse
    • Ensuring an appropriate response when abuse is disclosed
    • Exploring safety issues
    • Ensuring your policies and procedures are robust
    • Approaches to multi-agency working.

    This course is a must for all staff including managers, team leaders and frontline staff, particularly those who work within:

    • Housing management
    • Call centres
    • ASB units and teams
    • Responsive repairs.

    Our trainer

    Tahira Hussain has extensive experience working in the statutory and voluntary sectors. She had a 16-year career in social work, mental health, community development, charity and the housing sector.

    Tahira has a successful track record in consultancy, training and project management. As an experienced project manager Tahira has delivered a range of projects, these include equality and diversity, domestic abuse awareness and inclusion strategies. Tahira has worked across a range of customer groups, including young people foyers, care homes, sheltered schemes and refuges in a contractual and consultancy capacity delivering therapy support, engaging with service users and training staff.  Tahira delivers one to one and group coaching to young people and families to develop confidence, increase self-esteem, develop goals and manage wellbeing.

    Qualified as a cognitive behavioural psychotherapist, she is a member of the BABCP and BPS and regularly delivers training sessions to organisations across a range of developing awareness topics in this area, including mental health awareness, managing mental health, autism and ADHD challenges and support, challenging behaviours, child protection and safeguarding. Tahira is also NLP qualified.

    As a qualified and experienced specialist psychological therapist in primary mental health care she treats people with depression, worry and anxiety covering a range of issues. She has an excellent record in achieving recovery and integrating good practice in multi-agency support in patient centred therapy treatment plans. Working with a range of ages and groups, Tahira works on a one to one basis and in groups to deliver support. She has experience working with families of children with a disability, ADHD, Autism and Dyspraxia. Exploring wellbeing, tools and interventions with a focus on coping mechanisms and understanding different elements of managing on a day to day basis, Tahira utilises an experiential learning and development approach to ensure client led intervention and client focused decision making. Her approach is to empower and enable individuals to identify and manage wellbeing methods and self-help techniques based on CBT tools.

    She also delivers psychological therapies as a school counsellor at Chethams School of Music supporting young people with a range of disorders including depression, worry, anxiety covering issues including bereavement, loss, PTSD, family, relationships, eating disorders, confidence and self-esteem issues using CBT based interventions. She also runs private client therapy sessions. This is combined with regular staff training sessions on areas including counselling, support skills and focused topics such as self-harm and dual diagnosis approaches.

    Working as  a training associate for national agencies she has utilised her experience in the housing, health and care sector and delivered a menu of training packages aimed to support staff, stakeholders and residents on a range of topics including mental health awareness, mental health and wellbeing, safeguarding children and adults, equality and diversity, stress management, managing depression, effective psychological interventions, recovering from trauma and developing self-esteem.

    Tahira is also an approved therapist and associate for Anxiety UK to support wellbeing and awareness of mental health through training, briefings, regular events and seminars.

    This course will also be running in Birmingham.

    find out more

    Meet At

    Further information

    Rrice 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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start20 Sep 2018 10:00
    • End20 Sep 2018 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction

    This is a highly interactive, one-day course for all non-technical staff who would like to improve their knowledge and raise their confidence when dealing with contractors, technical staff and customers regarding construction and maintenance issues. 

    What will delegates learn? 

    • How basic construction works 
    • How to diagnose basic construction problems 
    • How to recognise potential maintenance problems 
    • How to recognise issues relating to health and safety in construction 
    • How to communicate more effectively regarding technical issues 
    • How to handle repair requests more efficiently 
    • How to discuss technical issues more effectively and gain confidence 
    • How to speak knowledgeably regarding construction and maintenance 
    • How to get it right first time, saving money and resources. 

    This course will cover: 

    The training is delivered through a series of interactive sessions and covers all major trades: 

    • Joinery/carpentry 
    • Electrical 
    • Plumbing 
    • Brickwork 
    • Roofs 
    • Environmental works. 

    Specific to each trade, delegates will be able to: 

    • Ask the right questions to make a valid assessment regarding construction/maintenance issues 
    • Identify the various types of repairs applicable to each trade 
    • Diagnose potential problems on estate visits with greater accuracy 
    • Give the right advice 
    • Identify and assess the potential risks regarding health and safety 
    • Understand the basics, including materials and techniques used 
    • Speak with knowledge and confidence. 

    Who should attend? 

    • Contact centre operatives 
    • Housing management staff and caretakers 
    • Staff who undertake estate visits 
    • Sheltered housing staff 
    • Repairs centre managers 
    • Customer inspectors 
    • Everyone from a non-technical background who wishes to increase their knowledge of construction. 

    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.

    This course will also be running in London and Birmingham.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start04 Oct 2018 10:00
    • End04 Oct 2018 16:00

    Unlocking construction – basic techniques for non-technical staff

    Details

    Unlocking construction

    This is a highly interactive, one-day course for all non-technical staff who would like to improve their knowledge and raise their confidence when dealing with contractors, technical staff and customers regarding construction and maintenance issues. 

    What will delegates learn? 

    • How basic construction works 
    • How to diagnose basic construction problems 
    • How to recognise potential maintenance problems 
    • How to recognise issues relating to health and safety in construction 
    • How to communicate more effectively regarding technical issues 
    • How to handle repair requests more efficiently 
    • How to discuss technical issues more effectively and gain confidence 
    • How to speak knowledgeably regarding construction and maintenance 
    • How to get it right first time, saving money and resources. 

    This course will cover: 

    The training is delivered through a series of interactive sessions and covers all major trades: 

    • Joinery/carpentry 
    • Electrical 
    • Plumbing 
    • Brickwork 
    • Roofs 
    • Environmental works. 

    Specific to each trade, delegates will be able to: 

    • Ask the right questions to make a valid assessment regarding construction/maintenance issues 
    • Identify the various types of repairs applicable to each trade 
    • Diagnose potential problems on estate visits with greater accuracy 
    • Give the right advice 
    • Identify and assess the potential risks regarding health and safety 
    • Understand the basics, including materials and techniques used 
    • Speak with knowledge and confidence. 

    Who should attend? 

    • Contact centre operatives 
    • Housing management staff and caretakers 
    • Staff who undertake estate visits 
    • Sheltered housing staff 
    • Repairs centre managers 
    • Customer inspectors 
    • Everyone from a non-technical background who wishes to increase their knowledge of construction. 

    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.

    This course will also be running in Manchester and Birmingham.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start11 Oct 2018 10:00
    • End11 Oct 2018 16:00

    OCD and hoarding

    Details

    OCD and hoarding

    Obsessive compulsive disorder (OCD) is a lifechanging diagnosis that can affect many of your service users. The World Health Organisation has named OCD as one of the ten most disabling conditions when considering loss of earnings and diminished quality of life. Hoarding is a related condition which, if untreated, can lead to enormous health and safety, environmental, physical and mental health issues.

    OCD can cause huge problems to the service users affected as well as the staff members offering care and support. Obsessions are pervasive thoughts or beliefs that the sufferer is at risk from, say, contamination or harm from others. The compulsive element is the behaviours that the sufferer feels compelled to do, often checking, rearranging or completing repetitive tasks. Together they can stop someone enjoying a normal life and are often linked to poor physical/mental health and substance misuse. Hoarding comes in many types and degrees, but is generally collecting and hoarding anything from animals to rubbish because of obsessional beliefs. Without support hoarders don’t stop: they simply continue until their health or property suffer irreversible harm.

    You will learn how to:

    • Understand anxiety and different types of anxiety disorder
    • Explore OCD, including causes, prevalence and symptoms
    • Understand different types of obsessions and compulsive behaviour and explore self-help coping strategies 
    • Explore NHS guidelines for a stepped care approach to treating OCD
    • Understand methods for treating OCD including CBT/ERP, relaxation techniques/complementary therapies and prescribed medications
    • Explore hoarding and understand its causes and implications for environmental, psychological and physical health
    • Understand and be able to categorise different types of hoarders using a validated screening tool
    • Be aware of different treatment options for hoarders.

    Who should attend?

    All housing and care and support staff will benefit from this course as OCD and hoarding is so prevalent and has such an impact on clients and services alike.

    Our trainer

    Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas such as working with Hoarders or those with a Dual diagnosis, and has received additional training in techniques such as Motivational interviewing and CBT.

    Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the  topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations over his career. Notable clients include the Department of Health, Department of Work and Pensions, and the Home Office as well as housing organisations across the UK.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start11 Oct 2018 10:00
    • End11 Oct 2018 16:00

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp – how to deliver a successful project

    Most organisations run projects - but under 40% of those projects are delivered on time, on budget and achieve their objectives. 

    A project has a much higher chance of success if the strategy is clear and everyone involved knows the principles of running a project. All members of the team need clarity on their roles and what is needed from others to ensure plans are effective. This training will give you the skills to ensure you plan all of this. 

    This one day course will lead you through the essentials of project management, why it is needed and what makes a project run well. The focus will be on techniques and actions needed to deliver high quality projects on time and budget. Delegates will leave the day with a comprehensive overview of project management and practical skills and templates to help your organisation accomplish success. 

    What will delegates learn? 

    • Differences between a project and business as usual 
    • Benefits of project management 
    • Project lifecycle and features of a successful project 
    • Roles within a project and characteristics of effective project teams 
    • Producing a project plan 
    • Scheduling and resource management 
    • Monitoring and reporting 
    • Communications 
    • Stakeholder management 
    • Risk and issue management - and what to do if things go wrong 
    • How to successfully conclude a project. 

    Who should attend? 

    Everyone who wants to properly critique the way they are currently running projects and use practical project management tools and techniques that work. The course is suitable for people who are new to project management or those who are working as a part of a project team. The session content can be flexible and structured to consider the needs and experience level of those attending. 

    Our trainer

    Ruth Walker-Cotton is a qualified project manager (APM PMQ) and a member of the Association of Project Management. Ruth has successfully written and implemented strategies and managed major campaigns and projects within the NHS, Housing and charity sectors. Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency.

    Ruth’s main focus is project management – whether training a project team or guiding them through a project – and she can support businesses to improve their strategic and resource planning, working with them as they go through organisational change. Ruth has successfully improved performance in a variety of sectors, through setting targets in partnership with key stakeholders and achieving them successfully.

    This course will also be running in London and Birmingham.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueManchester
    • Start16 Oct 2018 10:00
    • End16 Oct 2018 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 both in-house and at public training events across the length and breadth of the UK.

    Revisiting 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

    Wayne Anderson is an expert lecturer, national conference speaker, chartered surveyor, arbitrator and consultant. His training 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.

    This course will also be running in London and Birmingham.

    find out more

    Meet At

    Further information

    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  

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start18 Oct 2018 10:00
    • End18 Oct 2018 16:00

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

    Details

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

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

    Revisiting 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

    Wayne Anderson is an expert lecturer, national conference speaker, chartered surveyor, arbitrator and consultant. His training 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.

    This course will also be running in Manchester and Birmingham.

    find out more

    Meet At

    Further information

    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  

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueLondon
    • Start30 Oct 2018 10:00
    • End30 Oct 2018 16:00

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp

    Most organisations run projects - but under 40% of those projects are delivered on time, on budget and achieve their objectives. 

    A project has a much higher chance of success if the strategy is clear and everyone involved knows the principles of running a project. All members of the team need clarity on their roles and what is needed from others to ensure plans are effective. This training will give you the skills to ensure you plan all of this. 

    This one day course will lead you through the essentials of project management, why it is needed and what makes a project run well. The focus will be on techniques and actions needed to deliver high quality projects on time and budget. Delegates will leave the day with a comprehensive overview of project management and practical skills and templates to help your organisation accomplish success. 

    What will delegates learn? 

    • Differences between a project and business as usual 
    • Benefits of project management 
    • Project lifecycle and features of a successful project 
    • Roles within a project and characteristics of effective project teams 
    • Producing a project plan 
    • Scheduling and resource management 
    • Monitoring and reporting 
    • Communications 
    • Stakeholder management 
    • Risk and issue management - and what to do if things go wrong 
    • How to successfully conclude a project. 

    Who should attend? 

    Everyone who wants to properly critique the way they are currently running projects and use practical project management tools and techniques that work. The course is suitable for people who are new to project management or those who are working as a part of a project team. The session content can be flexible and structured to consider the needs and experience level of those attending. 

    Our trainer

    Ruth Walker-Cotton is a qualified project manager (APM PMQ) and a member of the Association of Project Management. Ruth has successfully written and implemented strategies and managed major campaigns and projects within the NHS, Housing and charity sectors. Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency.

    Ruth’s main focus is project management – whether training a project team or guiding them through a project – and she can support businesses to improve their strategic and resource planning, working with them as they go through organisational change. Ruth has successfully improved performance in a variety of sectors, through setting targets in partnership with key stakeholders and achieving them successfully.

    This course will also be running in Manchester and Birmingham.

    find out more

    Meet At

    Further information

    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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start08 Nov 2018 10:00
    • End08 Nov 2018 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 both in-house and at public training events across the length and breadth of the UK.

    Revisiting 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

    Wayne Anderson is an expert lecturer, national conference speaker, chartered surveyor, arbitrator and consultant. His training 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.

    This course will also be running in Manchester and London.

    find out more

    Meet At

    Further information

    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  

    Cancellations and substitutions:

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

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

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