There is a misconception that rechargeable repairs debts aren’t worth chasing.

As a result, many housing providers are missing opportunities to enforce tenancy conditions and minimise their rechargeable repairs expenditure.

This workshop takes a step-by-step approach to rechargeable repairs and provides delegates with the tools and understanding you need to set up/improve your own rechargeable repairs service and hear from examples of best practice.

The areas we will cover are:

• An examination of preventative measures
• What is considered appropriate within tenancy agreements
• Tenant collaboration and understanding
• Corporate and collective responsibility and accountability
• Role of customer facing offices / technical officers
• What are rechargeable / chargeable items
• Void dilapidations
• How to determine costs
• Administration fees
• Invoicing and charging
• Use of incentives and discounts
• Sanctions and deterrents
• Vulnerability of tenants
• Managing expectations
• Performance measures.

HQN associate, Kevin Bentley will lead this workshop using his considerable experience of the housing sector to provide practical advice on maximising your repair income and minimising customer debt.

Essential for:

• Income managers
• Income collection officers
• Repairs officers
• Housing managers
• Estate managers
• Customer Services Officers
• Technical officers. 

What you will take away from the workshop:

•  An understanding of the essential components of an effective recharge repairs strategy
• Appropriate use of discounts and full and final settlement
• Realisation of the advantages and pitfalls of actively pursuing recharges
• The need for corporate and collective responsibility
• An understanding of roles and responsibilities within your organisation
• Examples of best practice
• An awareness of your own areas for improvement.

Testimonials

‘Really enjoyed the event and the opportunity to make contacts is brilliant.’ Grwp Cynefin

‘Good subject matter and very insightful.’ Gloucester City Homes

‘I found the content appropriate, knowledgeable speakers and well paced with opportunities for some meaningful discussion.’ Orbit Housing

10:30am Introductions

• Kevin Bentley, Associate, HQN

10:35am Context and background – what’s the problem with recharges?

• Kevin Bentley, Associate HQN

10:45am Break out groups/workshops

• Your experiences
• What works well or doesn’t?
• Identify good practice
• Problems and issues
• Governance and reporting
• Accountability and responsibility
• Lessons to be learned

11:05am Feedback from workshops

11:25am break

11:35am Case study and Q&A session

• Ian Richards, Income Team Leader, Homes in Sedgemoor

11:55am Recharges – HQN survey results feedback

12:15pm Recharges implementing best practice.  Silo working – connecting teams, a corporate approach.  Common key areas to drive performance.  Developing strategies and policies and processes

• Kevin Bentley, Associate, HQN

1.00pm Q&A and discussion

1.30pm close

Kevin Bentley, Associate, HQN

Kevin has worked in social housing in both the local government and housing association sectors for over 25 years, specialising in housing maintenance and stock investment issues.

Kevin has been a HQN Associate for over 14 years, providing advice and support to many housing organisations.

He has in-depth knowledge of all aspects of operational delivery and strategic asset management in the sector. He regularly carries out reviews of gas servicing and maintenance for organisations. He has in-depth knowledge of service delivery and best practice in the sector delivered by in-house/DLO contractors and out-sourced arrangements

Kevin is also one of HQN’s key accreditation assessors specialising in HQN: DLO and HQN: gas repairs and asset management accreditations. He is also one of HQN’s trainers responsible for contract management and procurement.

Kevin has carried out upwards of 120 service reviews and similar in-depth assessments of repairs and maintenance services for HQN clients, including a large number of gas servicing and maintenance reviews for organisations with both in-house contractors or outsourced and hybrid arrangements.

If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected]

Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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