Rent first – negotiation and debt collection workshop

This dynamic workshop will help to develop and refresh practical skills, techniques and increase confidence in discussing and collecting debt.

Rent first – negotiation and debt collection workshop

Rent first – negotiation and debt collection workshop Whilst focused on housing debt, the techniques can be readily adapted to a variety of negotiating contexts, both work-based and in everyday life.


At the end of the workshop delegates will:  

  • Know their preferred negotiating style and understand how they can influence positive behaviour and outcomes
  • Be able to apply a practical, “nudge-based” negotiation strategy to boost collection and minimise debt
  • Understand how to prepare effectively for discussing debt with customers
  • Be confident in initiating a discussion regarding debt, securing payment and ensuing efficient but supportive account management
  • Understand different question types and apply effective questioning techniques
  • Deal with payment objections confidently and guide customers through sensitive and challenging discussions.

Who should attend?

Both new and experienced officers would benefit from this course. Although focused on income collection and debt recovery, the skills are highly transferable to other areas of work.

Tony Newman - training

Income management Tony Newman

Tony Newman is a project manager, consultant and trainer with over 30 years’ experience across a range of industries, in the private and public sectors.

His work centres on helping social sector clients to maximise income and improve services to customers, especially to support the financial wellbeing and independence of vulnerable people.

Tony studied psychology and philosophy at the University of Stirling and maintains an active interest in communication and behavioural science. He incorporates the latest thinking on these subjects into his work.

He has extensive experience in designing and delivering highly effective negotiation training workshops and development programmes, across a range of sectors and in a variety of contexts. These include specialist workshops focused on housing management.

As an HQN associate, Tony designed HQN’s income management and financial inclusion toolkits and helped to develop the accreditation service for income management. He leads the specialist Rent Income Excellence Network and carries out regular “hands-on” service reviews and health checks on rent collection and arrears management.

He has a track record of supporting clients to improve performance in challenging environments and has practical experience of managing complex projects that have delivered improved social and financial outcomes.

Tony has written a number of papers and presented at many conferences on the subject of income maximisation, debt recovery and financial inclusion. He has a keen interest in the opportunities to improve quality and value for money through better integration of housing, social care and health services and more effective engagement with customers and communities.

Tony is a member of the Chartered Institute of Housing, Chartered Institute of Credit Management, the British Institute of Learning Disabilities, the Project Management Institute and the Financial Health Exchange, for whom Tony is a member of the Advisory Panel.

He is an associate lecturer at the University of Salford where he designs and leads on the University’s Introduction to Housing Policy and Practice blended learning degree module and is an associate of the University’s Sustainable Housing and Urban Studies Unit.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing