• Event TypePublic Training - Wales
    • VenueCardiff
    • Start17 Sep 2020 10:00
    • End17 Sep 2020 16:00

    Values into action – High quality written responses to complaints

    Details

    Values into action

    When people complain they want to be heard, understood and dealt with fairly. Responding to complaints is an important task often carried out by people who are not communication specialists.

    This course will help people to think things through from the point of view of the person making the complaint, identify what needs to be included in the response, structure their letter well, and use clear and straightforward language with confidence.

    It will guide participants through the process of writing a high quality plain language response that will meet the needs of the organisation and the customer. A plain language response uses words well, at a level the audience will appreciate, and its tone is human and direct. Overall it's easy to read and designed to deliver information effectively. This type of response can help to maintain a positive relationship with customers: it's a practical way to put your values (and policies) into action.

    Before the course our trainer will get to know your complaints policies and procedures as well as your organisation's values and communication goals.

    She will then read and analyse examples of current responses to complaints. This will enable her to tailor the course to your organisation's needs and clearly explain to participants how to apply the ideas in the course to their own documents.

    Course content

    The course contains many practical exercises and examples to build on participants skills, including how to:

    • Use the active voice and strong verbs
    • Write shorter sentences that deliver more
    • Get rid of waffle and jargon
    • Empathise and apologise well
    • Develop a letter structure that works.

    Who should attend?

    Everyone who wants to improve the quality of their written responses to complaints including managers, team leaders and executives.

    Delegate feedback

    “You have helped my team so much! They were drowning in long winded response letters, which we now know weren’t helpful for our tenants either" – Longhurst Group

    Our trainer

    Caroline Oubridge started out making community programmes for BBC local radio before working in press and communications for national charities for over 15 years. She's a strong believer in straightforward communication and now specialises in training and advising organisations on how to explain who they are, what they do and why it matters. Caroline always delivers training that is informative, enjoyable and practical.

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    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    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.

    • Event TypePublic Training - Wales
    • VenueCardiff
    • Start22 Oct 2020 10:00
    • End22 Oct 2020 16:00

    Right to Buy and Right to Acquire

    Details

    Right to Buy and Right to Acquire

    Landlords are required to process Right to Buy applications correctly and within set time limits. There may be penalties to pay if this isn’t done. This practical course will take you through the process including all the common pitfalls – from initial enquiry to final completion. Get up to speed with the latest best practice. 

    This course will cover: 

    • Elibility of tenant – the criteria 
    • Eligibility of the property 
    • Tenancy checks for fraud 
    • Money laundering 
    • The process including timescales
      • Structural surveys 
      • Instructing valuers 
      • Cost floor calculation 
      • Calculating the service charge for flats or houses 
      • The importance of the lease plan/boundaries 
      • The offer -S125 Notice 
      • Dealing with disputes of valuation 
      • Drafting the lease/freehold transfer 
      • Instructing solicitors 
    • Penalties for delays 
    • Process on completion – updating database 
    • Post sale administration – on re-sale/ assignment 
    • Role of the Right to Buy agency. 

    What you will learn? 

    The course will cover everything you need to know to effectively take an application through from enquiry to completion: 

    • Governing rules, requirements and legislation 
    • Effectively managing the process 
    • Impact of case law 
    • Common pitfalls and how to avoid them 
    • Dealing with challenges and complaints 
    • Latest best practice. 

    Who should attend? 

    All staff involved in and with responsibility for the RTB and RTA processes. Ideal for staff new to their roles as well as a refresher. Suitable for both housing association and local authority staff.

    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.

    This course will also be running on 14 July6 August3 September and 2 December 2020.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    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.

    • Event TypePublic Training - Wales
    • VenueCardiff
    • Start27 Oct 2020 10:00
    • End27 Oct 2020 16:00

    Social media for organisations

    Details

    Social media for organisations

    Learn how organisations can use social media to deliver services, engage with customers and employees, and use social media to enhance the effectiveness of what they do. 

    This course will… 

    Help you to utilise existing social media to get the best from it whilst managing any associated risks, and help you to get your leaders and others in the organisation embracing and using social media. It will also help you to develop an action plan for launching and improving social media use within your organisation. 

    Delegates will learn to… 

    • Understand social media and its potential uses for organisations 
    • Examine the risks associated with social media and plan how to overcome them 
    • Understand the impact of social media on organisational brand and plan how to improve this 
    • Use social media for customer engagement 
    • Use social media for both customer and employee engagement 
    • Design content for social media inside and outside the organisation. 

    Who should attend 

    HR/OD/L&D professionals, communications professionals, customer-facing staff, anyone with line management responsibility, senior leaders. 

    Our trainer

    Gary Cookson has held several senior HR roles across various sectors, including 12 years in housing. He has delivered CIPD, ILM and CIH programmes for many years. He speaks regularly at conferences about leadership and HR, and is a social media expert.

    This course will also be running on 16 June23 September and 10 December 2020.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    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.

    • Event TypePublic Training - Wales
    • VenueCardiff
    • Start18 Nov 2020 10:00
    • End18 Nov 2020 16:00

    Tenancy management – the essential guide for housing officers

    Details

    Tenancy management – the essential guide for housing officers

    Are you new to the field of housing and wondering what your job will involve? Have you been a housing officer for a while and would like to know that you are dealing with tenancy management issues effectively? If so, then this is the course for you! 

    Housing officers have a challenging role, dealing with different issues every day. This course is your survival manual for making sure you are confident that you are supporting your tenants when you should and using enforcement when it is necessary.

    What will delegates learn?

    • How to effectively deal with tenancy management issues
    • Practical skills to support tenants who need help in managing their tenancy
    • Techniques to investigate tenancy issues
    • Confidence that when enforcement is necessary, you will have done all you can.

    This course will cover:

    • Real issues faced by housing officers
    • Provide real solutions to help you carry out your job
    • Untidy gardens
    • Abandoned vehicles
    • How to tackle no access cases
    • Succession
    • Assignments
    • Changes to the tenancy agreement – joint to sole and sole to joint
    • How to deal with abandonment
    • When to support and when to enforce
    • Practical advice
    • Case studies to practice real scenarios.

    Who should attend?

    Housing officers who are new to the role and those who want more confidence tackling tenancy management issues in a social housing context.

    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 on 29 September20 October and 3 December 2020.

    find out more

    Meet At

    Further information

    Price per delegate
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    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.

    • Event TypePublic Training - Wales
    • VenueCardiff
    • Start23 Feb 2021 10:00
    • End23 Feb 2021 16:00

    Gone but not forgotten – managing former tenant debt

    Details

    Gone but not forgotten – managing former tenant debt

    Efficient collection and recovery of former tenant arrears (FTA) must be a key part of any successful income management strategy.

    The practical course is fully updated with the latest tips and ideas that will help you to:

    • Minimise debt and maximise FTA collection
    • Develop a proactive service that delivers value for money
    • Boost individual and team effectiveness and performance
    • Measure success and plan for the future.

    What will you learn?

    Tony Newman, RIEN lead, will provide you with a toolkit of resources and best practice examples.

    He’ll take you through the FTA process ensuring you …

    • Understand the causes of FTA and the impact on the business and customers
    • Know how to prevent and minimise FTA
    • Drive collection rates up through dynamic case management, using the latest technology and techniques from the commercial sector
    • Use low-cost tracing facilities
    • Learn the secrets of working with debt collection and tracing agents
    • Work effectively with the Courts as part of the FTA recovery process
    • Measure success and building upon it.

    Who should attend?

    1-3 years    3-5 years

    Everyone involved in the prevention and collection of former tenant rent arrears, those advising residents on money management and benefit: income and rent arrears officers, housing officers, contact centre staff, estate and neighbourhood management staff, support workers, welfare benefit and debt advisers, and financial inclusion officers.

    Our trainer

    Tony Newman is lead associate for HQN’s Rent Income Excellence Network, with extensive experience in industry, local government and social housing.

    Having helped many organisations to achieve significant improvements in collection performance and customer focus, Tony brings an unrivalled, clear understanding of best practice in housing income management.

    Tony developed HQN’s income management and former tenant arrears toolkits and accreditation service.

    He is a member of the Chartered Institutes of Housing and Credit Management, regional representative for the Financial Health Exchange and a module leader and lecturer at the University of Salford.

    This course will also be running on 10 February and 16 February 2021.

    find out more

    Meet At

    Further information

    Fees
    Price per delegate

    Non-members:
    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    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.

                                        

    Key to who should attend:

    0-1
    Suitable for staff who are new to the role

    1-3Suitable for staff who have been in the role for one to three years

    3-5Suitable for staff who have been in the role for three to five years

    5+Suitable for staff who have been in the role for five years or more

    All
    Suitable for staff of all levels

                                        

    Dates
    Alternative dates

    10 February 2021

    26 February 2021

                                        

    This course will be relevant to members of the following networks:

    Rent Income Excellence Network
    The Rent Income Excellence Network

                                        

    Cancellations
    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.

Terms and conditions link

To read our terms and conditions please click here.

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Did you know that all our training courses can be run in-house at your offices? Train up to 16 people for one price and make your training budget go further.
We also offer bespoke training to suit your requirements. For more information, please email Anna Pattison at anna.pattison@hqnetwork.co.uk