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. 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 at public training events across the length and breadth of the UK.

    Revising existing understanding, dispelling myths and questioning existing generic, outdated and inappropriate advice often given to interested parties in the light of recent improvements to housing stock, the course provides delegates with an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

    What will you learn?

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

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

    Who will benefit?

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

    Our trainer

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

    This course will also be running in Glasgow.

    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

    Download the flyer

    • Event TypeHQN Training
    • VenueJurys Inn Birmingham
    • Address 245 Broad Street, B1 2HQ
    • Start28 Nov 2017 10:00
    • End28 Nov 2017 16:00

    Introduction to social housing

    Details

    Introduction to social housing

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

    Key elements of the training include:

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

    Who should attend?

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

    Our trainer

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

    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

    ;

    Download the flyer

  2. Drug and alcohol awareness

    Details

    Drug and alcohol awareness

    There are many types of drugs that your residents and service users may be using now or have used in the past.

    With recent law change’s previously ‘Legal highs’ are now illegal, and tenants who use these or any of the other widely misused drugs available in the UK, could mean legal consequences for not just the user but for you as service providers or landlord. Growing ‘Skunk’ Cannabis at home is on the rise and again may mean consequences both legal and financial for both tenant and landlord. 

    This course will provide a practical understanding of the effects of all the different types of legal and illegal drugs misused in the UK and will give participants practical skills in dealing with drug users of all types. 

    Training focus and outcomes 

    • Drug and alcohol use in the UK: its history and current UK prevalence 
    • Understanding drugs and the law including section 8 of the 1971 Misuse of Drugs Act that relates to premises 
    • To explore all the illegal drugs used in the UK including previously ‘legal highs’, Fentanyl, Balloons and Alcohol. 
    • Understanding signs and symptoms of drug and alcohol use 
    • To explore ‘Dual diagnosis’; mental health and substance misuse combined 
    • How do drugs and alcohol affect physical and mental health? 
    • How does drug and alcohol use affect the housing sector including issues relating to health and safety and dealing with alcohol-related aggression and drug-related crime? 
    • Exploring some simple but effective methods for working with drug and alcohol users 
    • Understanding what treatment options are available for the range of drug and alcohol users you will work with. 

    Our trainer 

    Danny McGowan, BSC, MSC, worked for over 12 years in alcohol and drug treatment before becoming a full-time trainer and consultant. He specialises in translating science into common sense and has an interactive and engaging training style which provides you with practical skills not just a lot of facts and figures. 

    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

    Download the flyer

  3. 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. 

    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

    Download the flyer

  4. Fire risks and awareness

    Details

    Fire risks and awareness

    Can you, your tenants and customers do more to prevent a fire-related incident? 

    Across England alone last year, there were nearly 500,000 incidents attended by fire and rescue services; nearly a third of them were fire incidents. For every million people in England there were 4.8 fire-related fatalities. 

    Household cooking appliances such as microwaves, toasters and kettles, which are also often used in offices, were the biggest cause of fires. 

    The impact of a fire-related incident can be enormous, both emotionally and financially, including medical, building repair and insurance costs, with potential fines for the individuals or businesses involved in the management of the property. 

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

    This course covers 

    • The legal framework 
    • Understanding your responsibilities 
    • Understanding and identifying fire risks 
    • Effective fire risk management 
    • Practical documentation to deliver assurance 
    • Testing that your approach is working. 

    Who should attend? 

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

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

    Our trainer 

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

    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

    Download the flyer

  5. Safeguarding children and adults at risk

    Details

    Safeguarding children and vulnerable adults

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

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

    It is a mandatory requirement that all staff, volunteers and contractors are trained to know what is meant by safeguarding, how to promote the welfare of adults and children, and what to do if they have concerns that a child or adult is at risk. 

    Course content 

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

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

    Who should attend? 

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

    Our trainer

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

    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

    Download the flyer

    • Event TypeHQN Training
    • VenueLondon
    • Start05 Dec 2017 10:00
    • End05 Dec 2017 16:00

    Tackling homelessness reduction but not as we know it – the impact of the Homelessness Reduction Act 2017

    Details

    Tackling homelessness reduction

    The Homelessness Reduction Act 2017 is due to come into force in April 2018.

    This innovative Act wants Local Housing Authorities and their partners to look differently at how they tackle homelessness. The release of the draft Code of Guidance gives an indication of how the Government would like this legislation to be interpreted and delivered.

    This course will provide a clear understanding of what is required from the new legislation in terms of homelessness prevention and relief, as well as give attendees an update regarding recent homelessness case law.

    In order to achieve this, the training day will focus on:

    • The new legislation
    • Considering the Draft Homelessness Code of Guidance, identifying the changes and give guidance on how it may be interpreted.
    • Providing tips and practical advice as to how to implement the Act, particularly with regard to the new prevention and relief duties
    • The current case law in respect of the five stages of homelessness.

    Although the Act does not come into force until next year, Local Housing Authorities and their partners, including Statutory Agencies and Housing Associations/Registered Providers need to ensure that measures are put in place, and consensus is achieved, to enable them to “hit the ground running” when the Act comes into force and this day will assist and support officers in their preparations.

    Who should attend?

    All officers who deal with homelessness, namely:

    • Those who need to refer into homeless services, including environmental health/private sector officers, social services, prisons and housing association/registered providers
    • Those who manage homelessness, including caseworkers, temporary accommodation staff, their managers and team leaders
    • Those who assist in discharging the homeless duty, allocations and housing registration staff from all social housing providers
    • Policy and strategic 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 to all providers in both the public, private and voluntary sectors. Mels “can do” attitude along with her passion for ensuring equality and fairness for all through good customer service and practical solutions has made her the “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.

    Download the flyer  

  6. 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.

    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

    Download the flyer

    • Event TypeHQN Training
    • VenueLondon
    • Start06 Dec 2017 10:00
    • End06 Dec 2017 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. 

    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

    • Event TypeHQN Training
    • VenueManchester
    • Start06 Dec 2017 10:00
    • End06 Dec 2017 16:00

    Team leader 'intensive'

    Details

    Team leader 'intensive'

    Team leaders play a crucial role in organisations. It can also be a complex and challenging role, and this participative workshop will focus on the task of balancing the relationship between teams and management.

    The team leader role requires tact, problem solving and talent management, all delivered in a confident and efficient manner.

    This workshop takes a detailed look at what team leaders require in terms of skills, knowledge and personal abilities to be the best they can be. It also provides an opportunity to explore the ‘obstacles’ which could prevent team leaders performing to their full potential.

    By attending this course team leaders will:

    • Explore the value of role modelling positive workplace behaviours
    • Enhance their range of communication skills, and knowledge of how to use them
    • Focus on motivational and coaching style management techniques - getting the best from teams
    • Find out how to self-audit, to appreciate their strengths and develop themselves
    • Understand how to link objectives to performance.

    Course outline:

    • Our one-day ‘intensive’ will equip your team leaders with practical tools and techniques they can put into practice immediately.
    • Soft skills and hard skills – learning the best of development and technical theory for team leading
    • Building team trust – tools and practical application
    • Understanding performance management approaches
    • Motivating and coaching methods and the value for a team leader.

    Who should attend?

    New team leaders, people aspiring to be a team leader and experienced team leaders who need a boost.

    Our trainer 

    Jo Carr is a trainer, coach and development consultant with a 25 year career in leadership, management and staff development. Jo currently works with clients in the private and public sectors and has experience in social housing as both a senior leader and project manager. Jo’s specialism is behavioural change utilising a creative and adaptive approach. She uses her skills as an ILM coach and lifelong learning specialist to create and deliver stimulating and effective learning products. 

    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

    • Event TypeHQN Training
    • VenueKingsway Hall, London
    • Address 66 Great Queen Street, WC2B 5BX
    • Start07 Dec 2017 10:00
    • End07 Dec 2017 16:00

    Setting service charges and maximising income – a practical workshop

    Details

    Setting service charges and maximising income

    It has never been more important to maximise income. In real terms the 1% cut over the next four years is the equivalent of 15% when you take into account that financial forecasts included assumptions about rent increases. Many organisations spend hundreds of thousands of pounds on providing services. But few recover the full costs from their tenants and leaseholders. Councils are raiding the HRA to balance the general fund – yet another squeeze!

    This practical workshop will assist you in maximising your income: we will provide working examples of how to calculate the real cost of providing services, how to identify where full recovery is not being made and how to bridge the gap. For developing organisations, we will highlight the critical path to ensuring full recovery of costs, including an exercise in how to calculate service charges when developing new schemes for rent and sale, to ensure that you have considered everything.

    You will understand:

    • The relationship between revenue, capital/revenue expenditure and value for money and why recovery of costs is critical to a successful business.
    • What remedies are in place to assist in maximising recovery
    • What can and cannot be charged for in a service charge
    • Why getting the terms of the lease and tenancy agreement right plays a big part in full recovery of costs
    • Why the development, technical and management teams need to work closely together in the early stages of a new development to ensure full recovery
    • Why policy decisions will have an impact on maximising recovery
    • How the use of IT can assist in efficient recovery
    • The relevant legislation you should be aware of that governs service charge accountability and your ability to charge.

    Who should attend?

    Housing Directors and Managers, Finance Managers, Service Charge Managers, Home Ownership Managers, Asset Managers, officers dealing with RTB, RTA and new developments, housing and repairs officers.

    Our trainer

    Jackie Dickins has been an HQN trainer and consultant for 15 years and is the lead consultant/trainer for the Leasehold Network. She specialises in leasehold management and service charges and has carried out numerous ‘mock’ inspections and service reviews in respect of service charges and income management for organisations across the UK. Jackie has significant experience in all aspects of service charge recovery from the design of service provision, delivery of services and apportionment and collection of charges.

    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

    Download the flyer

    • Event TypeHQN Training
    • VenueGlasgow
    • Start12 Dec 2017 10:00
    • End12 Dec 2017 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 at public training events across the length and breadth of the UK.

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

    What will you learn?

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

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

    Who will benefit?

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

    Our trainer

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

    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

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

    Drug and alcohol awareness

    Details

    Drug and alcohol awareness

    There are many types of drugs that your residents and service users may be using now or have used in the past.

    With recent law change’s previously ‘Legal highs’ are now illegal, and tenants who use these or any of the other widely misused drugs available in the UK, could mean legal consequences for not just the user but for you as service providers or landlord. Growing ‘Skunk’ Cannabis at home is on the rise and again may mean consequences both legal and financial for both tenant and landlord. 

    This course will provide a practical understanding of the effects of all the different types of legal and illegal drugs misused in the UK and will give participants practical skills in dealing with drug users of all types. 

    Training focus and outcomes 

    • Drug and alcohol use in the UK: its history and current UK prevalence 
    • Understanding drugs and the law including section 8 of the 1971 Misuse of Drugs Act that relates to premises 
    • To explore all the illegal drugs used in the UK including previously ‘legal highs’, Fentanyl, Balloons and Alcohol. 
    • Understanding signs and symptoms of drug and alcohol use 
    • To explore ‘Dual diagnosis’; mental health and substance misuse combined 
    • How do drugs and alcohol affect physical and mental health? 
    • How does drug and alcohol use affect the housing sector including issues relating to health and safety and dealing with alcohol-related aggression and drug-related crime? 
    • Exploring some simple but effective methods for working with drug and alcohol users 
    • Understanding what treatment options are available for the range of drug and alcohol users you will work with. 

    Our trainer 

    Danny McGowan, BSC, MSC, worked for over 12 years in alcohol and drug treatment before becoming a full-time trainer and consultant. He specialises in translating science into common sense and has an interactive and engaging training style which provides you with practical skills not just a lot of facts and figures. 

    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

    • Event TypeHQN Training
    • VenueLondon
    • Start12 Dec 2017 10:00
    • End12 Dec 2017 16:00

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

    Details

    Rent collection

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

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

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

    The course will cover:

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

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

    Who should attend?

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

    Our trainer

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

    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

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

    Tackling homelessness reduction but not as we know it – the impact of the Homelessness Reduction Act 2017

    Details

    Tackling homelessness reduction

    The Homelessness Reduction Act 2017 is due to come into force in April 2018.

    This innovative Act wants Local Housing Authorities and their partners to look differently at how they tackle homelessness. The release of the draft Code of Guidance gives an indication of how the Government would like this legislation to be interpreted and delivered.

    This course will provide a clear understanding of what is required from the new legislation in terms of homelessness prevention and relief, as well as give attendees an update regarding recent homelessness case law.

    In order to achieve this, the training day will focus on:

    • The new legislation
    • Considering the Draft Homelessness Code of Guidance, identifying the changes and give guidance on how it may be interpreted.
    • Providing tips and practical advice as to how to implement the Act, particularly with regard to the new prevention and relief duties
    • The current case law in respect of the five stages of homelessness.

    Although the Act does not come into force until next year, Local Housing Authorities and their partners, including Statutory Agencies and Housing Associations/Registered Providers need to ensure that measures are put in place, and consensus is achieved, to enable them to “hit the ground running” when the Act comes into force and this day will assist and support officers in their preparations.

    Who should attend?

    All officers who deal with homelessness, namely:

    • Those who need to refer into homeless services, including environmental health/private sector officers, social services, prisons and housing association/registered providers
    • Those who manage homelessness, including caseworkers, temporary accommodation staff, their managers and team leaders
    • Those who assist in discharging the homeless duty, allocations and housing registration staff from all social housing providers
    • Policy and strategic 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 to all providers in both the public, private and voluntary sectors. Mels “can do” attitude along with her passion for ensuring equality and fairness for all through good customer service and practical solutions has made her the “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.

    Download the flyer

    • Event TypeHQN Training
    • VenueLondon
    • Start13 Dec 2017 10:00
    • End13 Dec 2017 16:00

    Team leader 'intensive'

    Details

    Team leader 'intensive'

    Team leaders play a crucial role in organisations. It can also be a complex and challenging role, and this participative workshop will focus on the task of balancing the relationship between teams and management.

    The team leader role requires tact, problem solving and talent management, all delivered in a confident and efficient manner.

    This workshop takes a detailed look at what team leaders require in terms of skills, knowledge and personal abilities to be the best they can be. It also provides an opportunity to explore the ‘obstacles’ which could prevent team leaders performing to their full potential.

    By attending this course team leaders will:

    • Explore the value of role modelling positive workplace behaviours
    • Enhance their range of communication skills, and knowledge of how to use them
    • Focus on motivational and coaching style management techniques - getting the best from teams
    • Find out how to self-audit, to appreciate their strengths and develop themselves
    • Understand how to link objectives to performance.

    Course outline:

    • Our one-day ‘intensive’ will equip your team leaders with practical tools and techniques they can put into practice immediately.
    • Soft skills and hard skills – learning the best of development and technical theory for team leading
    • Building team trust – tools and practical application
    • Understanding performance management approaches
    • Motivating and coaching methods and the value for a team leader.

    Who should attend?

    New team leaders, people aspiring to be a team leader and experienced team leaders who need a boost.

    Our trainer 

    Jo Carr is a trainer, coach and development consultant with a 25 year career in leadership, management and staff development. Jo currently works with clients in the private and public sectors and has experience in social housing as both a senior leader and project manager. Jo’s specialism is behavioural change utilising a creative and adaptive approach. She uses her skills as an ILM coach and lifelong learning specialist to create and deliver stimulating and effective learning products. 

    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

    • Event TypeHQN Training
    • VenueLondon
    • Start16 Jan 2018 10:00
    • End16 Jan 2018 16:00

    Gas safety awareness

    Details

    Gas safety awareness

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

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

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

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

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

    This course covers 

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

    Who should attend? 

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

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

    Our trainer 

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

    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

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

    Housing law – a basic survival guide

    Details

    Housing law – a basic survival guide

    This event has been developed to provide officers within the social housing sector with an introduction to the law that affects their day-today work. 

    Areas covered will include: 

    • All forms of tenure operated by social housing providers including the affordable and flexible tenure introduced via the Localism Act 
    • Homelessness, considering the requirements of Part VII of the Housing Act 1996 as amended by the Homeless Reduction Act 2017 and the new, currently draft, Homelessness Code of Guidance with regard to identifying homelessness, its prevention and relief as well as statutory duties including duty to refer 
    • Allocations and lettings, the requirements under Part VI of the Housing Act 1996 as well as the amendments following the introduction of the Code of Guidance in respect of the allocation of accommodation 
    • Rent possessions through the County Court. 

    Who should attend? 

    • This course is designed to assist officers who work within: 
    • Housing advice, including housing advice officers and housing options officers 
    • Homelessness, including caseworkers and prevention officers 
    • Allocations and lettings, including allocations/lettings officers and housing register assessment staff 
    • Rent recovery staff dealing with both current and former arrears. 

    It will also benefit all frontline staff, such as customer services officers, by providing an overview of the type of legislation and case law related to these areas. 

    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 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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start18 Jan 2018 10:00
    • End18 Jan 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

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

    “How am I supposed to live?” – Welfare reform and suicidal behaviour

    Details

    Welfare reform and suicidal behaviour

    It’s been reported that welfare reform has been a contributory factor to the suicides of at least 20 people recently. Unsurprisingly, there is concern among health professionals, charities and claimants over the impact welfare reform is having on the mental health of some of Britain’s most vulnerable people. 

    The growing number of tragic stories reflects the extreme despair many claimants feel. Benefit claimants, including those with all forms of disabilities, may experience uncertainty, stress, anxiety and a sense of unfairness. 

    Many staff are ill-equipped to deal with vulnerable customers who, when they realise there is no safety net for them, ask: “What am I supposed to do? How am I supposed to live?” 

    We need to ensure staff are highly trained and can give and get the right support for vulnerable people under pressure. Staff cannot be left wondering what happened to that customer after the phone goes silent. 

    This introductory course will help you to understand how to work effectively with people who demonstrate suicidal tendencies. Delegates will also have the opportunity to explore their own feelings around this topic and how to work with these. 

    Course content: 

    • Identify myths and facts about suicide 
    • Gain increased awareness of the incidence and profile of suicidal behaviour 
    • Be aware of the signs and signals of suicidal behaviour 
    • Identify risk factors for suicidal behaviour 
    • Identify helpful responses to presentations of suicidal behaviour 
    • Be aware of sources of help. 

    Learning will be supported by case scenarios, group working and discussion. 

    Who should attend? 

    This course is suitable for all people working within a variety of housing, health, social care and support housing roles, including frontline staff, team leaders and managers who may be working with vulnerable clients who are at risk of suicide. 

    Our trainer

    Lisa Redwood has extensive experience working in the health and social care sector. She has a 25 years career in social work, mental health, housing, high risk offenders, substance misuse, complex needs and safeguarding. 

    Lisa has been a freelance trainer/consultant since 2006 managing her own company supporting providers across the UK to improve their practice.

    As well as working freelance Lisa has held the role of safeguarding and mental health specialist for a housing association in Somerset since 2015, providing all aspects of training and policy work regarding safeguarding and mental health.

    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

    • Event TypeHQN Training
    • VenueBristol
    • Start23 Jan 2018 10:00
    • End23 Jan 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 Birmingham, Glasgow, 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

    • Event TypeHQN Training
    • VenueLondon
    • Start25 Jan 2018 10:00
    • End25 Jan 2018 16:00

    Presentation and communication skills training

    Details

    Presentation and communication skills training

    Do you want to improve your presentation and communication skills? 

    If so, this workshop is for you. It’s full of practical tips and advice for those who present to and communicate with colleagues, customers and partner organisations. 

    Effective presenting and communicating isn’t always easy; so this workshop will build your confidence by focusing on: 

    Presentations 

    • Organisation, planning and preparation 
    • Delivery techniques and tips 
    • Engaging your audience 
    • Harnessing your style 
    • Presentations as a tool. 

    Communication 

    • Focus on your communication style 
    • Understanding how your style is received 
    • Active listening and ‘killer’ questions 
    • The power of non-verbal communication 
    • Language as a tool. 

    Who will benefit from this course? 

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

    Our trainer

    Jo Carr is a trainer, coach and development consultant with a 25 year career in leadership, management and staff development. Jo currently works with clients in the private and public sectors and has experience in social housing as both a senior leader and project manager. Jo’s specialism is behavioural change utilising a creative and adaptive approach. She uses her skills as an ILM coach and lifelong learning specialist to create and deliver stimulating and effective learning products.

    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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start25 Jan 2018 10:00
    • End25 Jan 2018 16:00

    Resilience and mental toughness

    Details

    Resilience and mental toughness

    In the current climate we’re being asked to increase productivity and do more with less resource. We face increasing pressures and growing demands which means we need exceptional resilience skills to achieve performance and bounce back quickly from adversity and setbacks. 

    This highly interactive and practical course will benefit everyone who wants to develop greater levels of resilience in the workplace.An MTQ48 online assessment will be carried out in advance of the day, to assess individuals’ ability to withstand pressure in a range of environments. You will learn how to expand and incorporate these and other resilience skills into your everyday roles. 

    Key benefits 

    • Understanding how resilient attitudes and habits can be developed 
    • Understanding why one person goes under whilst another thrives 
    • Improving ability to understand and solve problems and remain positive under pressure 
    • Learning to view setbacks, adversity and change as challenges and ‘bounce back’ 
    • Understanding the importance of self care 
    • Increased flexibility and confidence, with a stronger sense of being in control 
    • Maintaining performance, stamina, clarity and logic under pressure 
    • Motivation, maintenance and sustaining morale in others. 

    Positive business outcomes include helping people to enhance and maintain consistently high levels of performance and general wellbeing at work, reducing stress-related absence and workplace conflict. 

    Course outline 

    • How resilience, stress and pressure relate to each other 
    • Understanding your MTQ48 results, using the reports and breaking the results down 
    • Assessing individual resilience, mental toughness, strengths and weaknesses 
    • Understanding your strengths and how to develop your own and your team’s resilience 
    • The basic resilience skills, and building your resilience plan. 

    Who should attend 

    Everyone who wants to improve their or their team’s mental toughness and resilience skills, from chief executives, board members, senior and middle managers and team leaders to those delivering frontline or back-of-house services. 

    Our trainer

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

    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

    The MTQ assessment fee is £30.00 per delegate. 

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

    Download the flyer

    • Event TypeHQN Training
    • VenueLondon
    • Start25 Jan 2018 10:00
    • End25 Jan 2018 16:00

    Universal Credit – here it comes, ready or not!

    Details

    Universal Credit – here it comes, ready or not!

    The constant delays and changes to the implementation of Universal Credit have been hugely frustrating for landlords. Some still have a lack of understanding of the potentially serious impact UC is going to have on collection performance. 

    The link between tenant engagement and getting paid is vital; tenants will not only have the responsibility to pay their rent, but the choice. People who have money problems pay the person who shouts loudest and the ones they have the relationship with, first. Landlords need to engage with tenants to ensure a smooth transition from legacy benefits to UC. 

    A fuller understanding of UC is needed by the staff who will be cultivating these customer relationships. DWP Jobcentre Work Coaches have been trained to be ‘Housing Confident’ to have a better understanding of housing issues; staff should be trained to be ‘UC Confident’. 

    This course focuses on staff becoming UC Confident and includes: 

    • A step-by-step guide of what tenants needs to do when claiming UC 
    • Creating a reflecting ‘To-do List’ for staff 
    • The differences between Digital UC and Live UC - including the changes to the way APA’s are paid 
    • A thorough understanding of the basic assessment period 
    • Identifying advantageous timings to report changes of circumstances and how these affect payment of UC – including fines for the tenant 
    • Troubleshooting problems the tenant will face - online claiming, missed appointments leading to claim closure, backdating issues and problems with their journals (standard method of communication with UC) 
    • How to resolve queries - including using explicit consent and dealing with delays 
    • Overpayments – who has responsibility? 
    • Using data to trigger timely and appropriate customer engagement responses. 

    Who should attend 

    Income officers, lettings staff, neighbourhood officers and support staff and everyone dealing with tenants and may need to offer support and information about claiming UC. 

    Our trainer

    Alison Markantonis is an experienced welfare benefits, financial capability and employment skills practitioner, who has worked successfully in the affordable housing and benefits sector for the last 27 years. She has worked with many housing and support organisations and brings her extensive experience to specialise in demystifying the benefits system, money management and employability skills training for both frontline staff and tenants. Her approach is participative and interactive, using case studies and her own experience to take the complex, and make it not only simple, but also applicable.

    This course will also be running in Birmingham 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

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

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

    Details

    General Data Protection Regulation (GDPR)

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

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

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

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

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

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

    Who should attend?

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

    Our trainer

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

    This course will also be running in Birmingham, Edinburgh 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

    • Event TypeHQN Training
    • VenueEdinburgh
    • Start06 Feb 2018 10:00
    • End06 Feb 2018 16:00

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

    Details

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

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

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

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

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

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

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

    Who should attend?

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

    Our trainer

    Steve Palmer is a highly experienced consultant, trainer and coaching practitioner with a background in sales within the finance and commercial sectors. He is a data protection expert and a member of the Chartered Institute of Personnel and Development.*Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    This course will also be running in LondonBirmingham 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

    • Event TypeHQN Training
    • VenueBirmingham
    • Start06 Feb 2018 10:00
    • End06 Feb 2018 16:00

    Universal Credit – here it comes, ready or not!

    Details

    Universal Credit – here it comes ready or not!

    The constant delays and changes to the implementation of Universal Credit have been hugely frustrating for landlords. Some still have a lack of understanding of the potentially serious impact UC is going to have on collection performance. 

    The link between tenant engagement and getting paid is vital; tenants will not only have the responsibility to pay their rent, but the choice. People who have money problems pay the person who shouts loudest and the ones they have the relationship with, first. Landlords need to engage with tenants to ensure a smooth transition from legacy benefits to UC. 

    A fuller understanding of UC is needed by the staff who will be cultivating these customer relationships. DWP Jobcentre Work Coaches have been trained to be ‘Housing Confident’ to have a better understanding of housing issues; staff should be trained to be ‘UC Confident’. 

    This course focuses on staff becoming UC Confident and includes: 

    • A step-by-step guide of what tenants needs to do when claiming UC 
    • Creating a reflecting ‘To-do List’ for staff 
    • The differences between Digital UC and Live UC - including the changes to the way APA’s are paid 
    • A thorough understanding of the basic assessment period 
    • Identifying advantageous timings to report changes of circumstances and how these affect payment of UC – including fines for the tenant 
    • Troubleshooting problems the tenant will face - online claiming, missed appointments leading to claim closure, backdating issues and problems with their journals (standard method of communication with UC) 
    • How to resolve queries - including using explicit consent and dealing with delays 
    • Overpayments – who has responsibility? 
    • Using data to trigger timely and appropriate customer engagement responses. 

    Who should attend 

    Income officers, lettings staff, neighbourhood officers and support staff and everyone dealing with tenants and may need to offer support and information about claiming UC. 

    Our trainer

    Alison Markantonis is an experienced welfare benefits, financial capability and employment skills practitioner, who has worked successfully in the affordable housing and benefits sector for the last 27 years. She has worked with many housing and support organisations and brings her extensive experience to specialise in demystifying the benefits system, money management and employability skills training for both frontline staff and tenants. Her approach is participative and interactive, using case studies and her own experience to take the complex, and make it not only simple, but also applicable.

    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

    • Event TypeHQN Training
    • VenueLondon
    • Start08 Feb 2018 10:00
    • End08 Feb 2018 16:00

    Housing law – a basic survival guide

    Details

    Housing law – a basic survival guide

    This event has been developed to provide officers within the social housing sector with an introduction to the law that affects their day-today work. 

    Areas covered will include: 

    • All forms of tenure operated by social housing providers including the affordable and flexible tenure introduced via the Localism Act 
    • Homelessness, considering the requirements of Part VII of the Housing Act 1996 as amended by the Homeless Reduction Act 2017 and the new, currently draft, Homelessness Code of Guidance with regard to identifying homelessness, its prevention and relief as well as statutory duties including duty to refer 
    • Allocations and lettings, the requirements under Part VI of the Housing Act 1996 as well as the amendments following the introduction of the Code of Guidance in respect of the allocation of accommodation 
    • Rent possessions through the County Court. 

    Who should attend? 

    • This course is designed to assist officers who work within: 
    • Housing advice, including housing advice officers and housing options officers 
    • Homelessness, including caseworkers and prevention officers 
    • Allocations and lettings, including allocations/lettings officers and housing register assessment staff 
    • Rent recovery staff dealing with both current and former arrears. 

    It will also benefit all frontline staff, such as customer services officers, by providing an overview of the type of legislation and case law related to these areas. 

    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 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.

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    • Event TypeHQN Training
    • VenueManchester
    • Start13 Feb 2018 10:00
    • End13 Feb 2018 16:00

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

    Details

    General Data Protection Regulation (GDPR)

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

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

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

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

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

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

    Who should attend?

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

    Our trainer

    Steve Palmer is a highly experienced consultant, trainer and coaching practitioner with a background in sales within the finance and commercial sectors. He is a data protection expert and a member of the Chartered Institute of Personnel and Development.*Prices include refreshments and lunch, and are subject to VAT at the applicable rate.

    This course will also be running in LondonBirmingham and Edinburgh.

    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

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

    Resilience and mental toughness

    Details

    Resilience and mental toughness

    In the current climate we’re being asked to increase productivity and do more with less resource. We face increasing pressures and growing demands which means we need exceptional resilience skills to achieve performance and bounce back quickly from adversity and setbacks. 

    This highly interactive and practical course will benefit everyone who wants to develop greater levels of resilience in the workplace. An MTQ48 online assessment will be carried out in advance of the day, to assess individuals’ ability to withstand pressure in a range of environments. You will learn how to expand and incorporate these and other resilience skills into your everyday roles. 

    Key benefits 

    • Understanding how resilient attitudes and habits can be developed 
    • Understanding why one person goes under whilst another thrives 
    • Improving ability to understand and solve problems and remain positive under pressure 
    • Learning to view setbacks, adversity and change as challenges and ‘bounce back’ 
    • Understanding the importance of self care 
    • Increased flexibility and confidence, with a stronger sense of being in control 
    • Maintaining performance, stamina, clarity and logic under pressure 
    • Motivation, maintenance and sustaining morale in others. 

    Positive business outcomes include helping people to enhance and maintain consistently high levels of performance and general wellbeing at work, reducing stress-related absence and workplace conflict. 

    Course outline 

    • How resilience, stress and pressure relate to each other 
    • Understanding your MTQ48 results, using the reports and breaking the results down 
    • Assessing individual resilience, mental toughness, strengths and weaknesses 
    • Understanding your strengths and how to develop your own and your team’s resilience 
    • The basic resilience skills, and building your resilience plan. 

    Who should attend 

    Everyone who wants to improve their or their team’s mental toughness and resilience skills, from chief executives, board members, senior and middle managers and team leaders to those delivering frontline or back-of-house services. 

    Our trainer

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

    This course will also be running in Birmingham and Manchester.

    find out more

    Meet At

    Further information

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

    The MTQ assessment fee is £30.00 per delegate. 

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

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