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. 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

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

    Details

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

    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.

    This course will also be running in Birmingham.

    find out more

    Meet At

    Further information

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

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

    Download the flyer

    • 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
    • Start07 Feb 2018 10:00
    • End07 Feb 2018 16:00

    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.

    Download the flyer

  4. 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 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.

    Venue map

    Download the flyer

    • 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 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 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 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

  5. 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 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

    Venue map

    Download the flyer

    • Event TypeHQN Training
    • VenueManchester
    • Start14 Feb 2018 10:00
    • End14 Feb 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.

    This course will also be running in Birmingham.

    find out more

    Meet At

    Further information

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

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

    Download the flyer

    • Event TypeHQN Training
    • VenueLondon
    • Start15 Feb 2018 10:00
    • End15 Feb 2018 16:00

    Communicating with older people

    Details

    Communicating with older people

    As people age, their sight and hearing can deteriorate, resulting in isolation, frustration and confusion. Simple changes we can make, in terms of communication and how we present information, can help alleviate some of the issues. 

    If you work with older people, come on this ‘hands on and interactive’ course to firstly gain an insight into how age related sight and hearing loss affects your residents and secondly to learn new skills to improve communication and access to services. The course is unique as it is delivered by a tutor with hearing loss herself. 

    Who should come on the course? 

    • Frontline staff who work with older residents 
    • Managers who manage staff or make decisions affecting older people. 

    Learning outcomes 

    By the end of the day you will: 

    • Understand more about the range of deafness and sight loss in older people including common conditions 
    • Know how to recognise early signs of hearing and sight loss with residents 
    • Be clear about the barriers older people with hearing and sight loss experience 
    • Know about the psychological impact of acquired hearing and sight loss 
    • Be able to use new practical skills eg clear speech, describing, guiding etc 
    • Know your responsibilities under the Equality Act 2010 
    • Have a range of strategies, suggestions and ideas in terms of communication and access to services to take back to your organisation to support your older residents. 

    Our trainer

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

    find out more

    Meet At

    Further information

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

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

    Download the flyer

    • Event TypeHQN Training
    • VenueLondon
    • Start15 Feb 2018 10:00
    • End15 Feb 2018 16:00

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp

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

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

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

    What will delegates learn? 

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

    Who should attend? 

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

    Our trainer

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

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

    This course will also be running in Manchester.

    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
    • Start20 Feb 2018 10:00
    • End20 Feb 2018 16:00

    Navigating the development maze

    Details

    Navigating the development maze

    The last few years have seen significant shifts in how new housing provision is publicly and privately funded, and a move from a focus on meeting needs by providing affordable rent to homes for sale. 

    At the same time the pressure for organisations to develop has grown alongside increased challenges on their business plans, meaning that often these programs are required to make a profit by including market rent and sale propositions. 

    In this climate a clear line of sight for Board and excellent risk management has never been more pressing. 

    Housing development programs can deliver sustainable and appropriate stock as well as healthy profit margins. No two schemes are the same: each has its own technical, legal, financial or other challenges. This course will help those in and new to housing development develop a sound overview of the products, process, project and risk management, role of regulators, funders, developers and consultants. 

    What the course covers: 

    Key stages in the development process – 

    • Product types 
    • Concept, feasibility, design and planning, pre-contract, on-site management, handover, defects 
    • Considerations when developing for market rent, sale and shared ownership 
    • Assembling and assessing a business case for development 
    • Health and safety overview 
    • Procurement processes 
    • Project team procurement, roles and skills 
    • Risk management 
    • Client, regulator and developer roles and responsibilities 
    • Financial appraisal. 

    Our trainer

    Vicky Carroll has over 25 years’ experience of working with Charities, Registered providers, Local Authorities and commercial businesses. She has significant experience in the private sector and has been a company Director in a commercial cost consultancy. In the public sector she has been a Director of a Private Finance Initiative with responsibility for developing and managing commercial enterprises.

    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
    • Start22 Feb 2018 10:00
    • End22 Feb 2018 16:00

    Practitioner and engagement skills

    Details

    Practitioner and engagement skills

    To successfully engage with tenants and/or clients on both everyday matters and more difficult and complicated tasks, housing professionals need to be able to draw upon a range of core skills ranging from communication to motivational techniques. 

    Some tenants/clients are easy to engage with and support. Others can be more difficult and prove a real challenge. When you have to deal with the latter, having a range of easily applicable techniques can make life a lot easier. Being able to engage more effectively and deeply with tenants/clients can also make your job more meaningful and interesting. 

    What you will learn: 

    • Effective communication, both verbal and non-verbal 
    • Techniques to develop rapport and trust 
    • Assertiveness skills 
    • How to motivate someone, including the key skills for motivational interviewing 
    • Techniques to use in assessment, support planning and risk assessments 
    • How to set SMART goals and targets 
    • To understand and be able to work in a solution-focused way, including being able to use this approach to set goals and motivate people 
    • How to identify a person’s internal strengths, and how they can be used to increase self-esteem and empower them 
    • How to identify and increase a person’s social capital and how to use capital to support a person. 

    Who will benefit from this course? 

    Everyone who works/engages with tenants/clients on a one-to-one basis, in either the short, medium or long term. This may include housing and support officers, tenancy sustainment, enforcement and residential staff and all frontline staff who engage with and support your tenants and clients. 

    Our trainer

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

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

    This course will also be running in London 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
    • Start22 Feb 2018 10:00
    • End22 Feb 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 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
    • VenueBirmingham
    • Start27 Feb 2018 10:00
    • End27 Feb 2018 16:00

    Complaint and abusive contact handling workshop

    Details

    Complaint and abusive contact handling workshop

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

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

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

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

    What will participants learn?

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

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

    People who will benefit from attending this workshop:

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

    Our trainer

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

    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
    • Start27 Feb 2018 10:00
    • End27 Feb 2018 16:00

    Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

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

    This course will cover: 

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

    What will delegates learn? 

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

    Who should attend? 

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

    Our trainer

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

    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
    • VenueMalmaison, Manchester
    • Address 1-3 Piccadilly, M1 3AQ
    • Start27 Feb 2018 10:00
    • End27 Feb 2018 16:00

    Project management bootcamp – how to deliver a successful project

    Details

    Project management bootcamp

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

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

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

    What will delegates learn? 

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

    Who should attend? 

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

    Our trainer

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

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

    This course will also be running in 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

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

    Practitioner and engagement skills

    Details

    Practitioner and engagement skills

    To successfully engage with tenants and/or clients on both everyday matters and more difficult and complicated tasks, housing professionals need to be able to draw upon a range of core skills ranging from communication to motivational techniques. 

    Some tenants/clients are easy to engage with and support. Others can be more difficult and prove a real challenge. When you have to deal with the latter, having a range of easily applicable techniques can make life a lot easier. Being able to engage more effectively and deeply with tenants/clients can also make your job more meaningful and interesting. 

    What you will learn: 

    • Effective communication, both verbal and non-verbal 
    • Techniques to develop rapport and trust 
    • Assertiveness skills 
    • How to motivate someone, including the key skills for motivational interviewing 
    • Techniques to use in assessment, support planning and risk assessments 
    • How to set SMART goals and targets 
    • To understand and be able to work in a solution-focused way, including being able to use this approach to set goals and motivate people 
    • How to identify a person’s internal strengths, and how they can be used to increase self-esteem and empower them 
    • How to identify and increase a person’s social capital and how to use capital to support a person. 

    Who will benefit from this course? 

    Everyone who works/engages with tenants/clients on a one-to-one basis, in either the short, medium or long term. This may include housing and support officers, tenancy sustainment, enforcement and residential staff and all frontline staff who engage with and support your tenants and clients. 

    Our trainer

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

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

    This course will also be running in Manchester 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
    • Start01 Mar 2018 10:00
    • End01 Mar 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.

    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 Mar 2018 10:00
    • End06 Mar 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.

    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
    • Start07 Mar 2018 10:00
    • End07 Mar 2018 16:00

    Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

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

    This course will cover: 

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

    What will you learn? 

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

    Who should attend? 

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

    Our trainer

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

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

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

    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
    • Start07 Mar 2018 10:00
    • End07 Mar 2018 16:00

    Preventing housing disrepair claims

    Details

    Preventing housing disrepair claims

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

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

    This course will cover: 

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

    You will learn: 

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

    Who should attend? 

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

    Our trainer

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

    find out more

    Meet At

    Further information

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

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

    Download the flyer

    • Event TypeHQN Training
    • VenueManchester
    • Start08 Mar 2018 10:00
    • End08 Mar 2018 16:00

    Social media for HR

    Details

    Social media for HR

    Learn how HR professionals can use social media to deliver HR services, engage with employees past present and future, and use social media to enhance the effectiveness of the HR function. 

    This course will… 

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

    Delegates will learn to… 

    • Select, launch and use the most appropriate internal social media for their organisation 
    • Use social media to deliver HR services 
    • Build a better employer brand through use of social media 
    • Get themselves and others in the organisation to use social media more effectively, whilst minimising associated risks 
    • Design appropriate social media content for their organisation. 

    Workshop outline 

    • Understanding social media and its potential uses for organisations 
    • Examining the risks associated with social media and planning how to overcome them 
    • The impact of social media on employer brand and planning how to improve this 
    • How to use social media for employee engagement 
    • The role of internal social media 
    • Designing content for social media inside and outside the organisation. 

    Who should attend? 

    HR, OD, L&D and communications leads and everyone with line management responsibility in your organisation. 

    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.

    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
    • VenueGlasgow
    • Start13 Mar 2018 10:00
    • End13 Mar 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, 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
    • VenueManchester
    • Start14 Mar 2018 10:00
    • End14 Mar 2018 16:00

    Introduction to leases and recovery of service charges

    Details

    Introduction to leases and recovery of service charges

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

    This course will cover: 

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

    What will you learn? 

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

    Who should attend? 

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

    Our trainer

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

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

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

    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
    • VenueBirmingham
    • Start14 Mar 2018 10:00
    • End14 Mar 2018 16:00

    Practitioner and engagement skills

    Details

    Practitioner and engagement skills

    To successfully engage with tenants and/or clients on both everyday matters and more difficult and complicated tasks, housing professionals need to be able to draw upon a range of core skills ranging from communication to motivational techniques. 

    Some tenants/clients are easy to engage with and support. Others can be more difficult and prove a real challenge. When you have to deal with the latter, having a range of easily applicable techniques can make life a lot easier. Being able to engage more effectively and deeply with tenants/clients can also make your job more meaningful and interesting. 

    What you will learn: 

    • Effective communication, both verbal and non-verbal 
    • Techniques to develop rapport and trust 
    • Assertiveness skills 
    • How to motivate someone, including the key skills for motivational interviewing 
    • Techniques to use in assessment, support planning and risk assessments 
    • How to set SMART goals and targets 
    • To understand and be able to work in a solution-focused way, including being able to use this approach to set goals and motivate people 
    • How to identify a person’s internal strengths, and how they can be used to increase self-esteem and empower them 
    • How to identify and increase a person’s social capital and how to use capital to support a person. 

    Who will benefit from this course? 

    Everyone who works/engages with tenants/clients on a one-to-one basis, in either the short, medium or long term. This may include housing and support officers, tenancy sustainment, enforcement and residential staff and all frontline staff who engage with and support your tenants and clients. 

    Our trainer

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

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

    This course will also be running in Manchester 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
    • Start15 Mar 2018 10:00
    • End15 Mar 2018 16:00

    Possession proceedings in the County Court

    Details

    Possession proceedings in the County Court

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

    This course will cover: 

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

    What will delegates learn? 

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

    Who should attend? 

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

    Our trainer

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

    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
    • Start15 Mar 2018 10:00
    • End15 Mar 2018 16:00

    Writing high quality and better reports

    Details

    Writing high quality and better reports

    Well-written reports deliver information that is:

    • Concise and clearly presented
    • Easy and quick to interpret
    • Ideal for making decisions.

    This training day will help you to write better reports that say what you mean as clearly and directly as possible. We’ll start with how you feel when you are asked to write a report and go from there. With lots of practical exercises and examples this course will build on your skills to make you a more confident writer.

    What to think about before you start:

    • Identifying your audience
    • Being clear about your purpose
    • Honing your key messages
    • Developing a structure.
    • How to find the best writing style and language:
    • Choosing tone and style
    • Getting to the point and getting rid of jargon
    • How to summarise well
    • Editing for impact.

    We’ll also look at when to use graphics, photos and case studies and how to use them well. If you bring a report from your to-do list to work on throughout the day you’ll be able to apply what you learn directly to this example. This will help you to feel confident about putting your new skills to use.

    Who should attend?

    Everyone who wants to improve their reportwriting skills, including leaders, managers and team leaders.

    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.

    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
    • Start20 Mar 2018 10:00
    • End20 Mar 2018 16:00

    Managing for the first time – navigating the first six months

    Details

    Managing for the first time

    Your first management role is highly likely to be a major shift in responsibility. You have an opportunity to set the tone for your new team, set out your intentions as a manager and show how you will be successful. You may also be daunted and overwhelmed by the range of tasks you have to quickly become familiar with, and the breadth of what’s expected of you as a manager of people. If you have been internally promoted, there will potentially be another set of challenges to face and overcome. 

    Spending time on your professional development as a manager at the beginning of your management career will pay huge dividends, and this participative and thought provoking workshop will explore themes on becoming a manager, and help guide you to develop lasting strategies for success. 

    By attending this course, you will: 

    • Be able to develop a roadmap to help you focus on how to be successful in your new role 
    • Work out what your opportunities and challenges are as a new manager 
    • Understand what your leadership style is, and explore the concept of situational leadership 
    • Understand the importance of developing your team 
    • Develop the skills, knowledge and abilities to be a successful manager. 

    Course outline 

    • Key management and leadership skills, which ones to develop and learn 
    • Characteristics of highly performing teams – how to create yours 
    • Problem solving and decision making, tools and concepts 
    • How to plan and allocate work 
    • Action planning for continuing professional development in management skills. 

    Who should attend? 

    This course is ideal for newly-appointed or soon-to-be-appointed team leaders and managers. 

    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

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