duration

Location
Virtual

Want to cut re-let times, reduce void loss and still deliver a stand-out customer experience? This bitesize workshop dives into the positive practice that actually makes a difference.

  • Read more

    The empty-property process can be complex – multiple teams, multiple touchpoints, and plenty of room for delays and miscommunication. That means higher costs, frustrated customers and unnecessary pressure. But with the right approach, you can turn it into a smooth, streamlined, customer-friendly journey.

    In this fast-paced session, we’ll uncover the simple, high-value wins that help you:

    • Reduce average re-let times
    • Prevent avoidable void loss
    • Save time, money and stress
    • Boost performance
    • Enhance the experience for both outgoing and incoming tenants.

    HQN Director Damian Roche will share first-hand insights and practical examples from years of consultancy work across the sector – the good, the bad and the effective.

    Delegates will leave with a clear, easy-to-use checklist covering the essentials of positive practice, including:

    • Working smartly during the termination period – planning, coordination and making every day count
    • Clear, supportive communication with outgoing tenants
    • Strong performance management and meaningful targets
    • Effective internal communication and information flow
    • Creating a warm, confident welcome for new tenants.

    If you want to sharpen your performance and get results before year-end, this bitesize session is your go-to guide. A must-attend for anyone involved in voids and lettings.

    Who this is for:

    • Voids, lettings and allocations managers
    • Heads of housing/neighbourhoods
    • Tenancy sustainment and income teams
    • Repairs, asset and property services managers
    • Performance and business improvement teams tracking void KPIs
    • Finance colleagues focused on void loss and year-end results
    • Anyone involved in shaping or overseeing the empty-property process.
  • Our speaker
    Damian Roche, Director, HQN
    Damian is one of HQN’s experts on the consumer standards. He has played a key role in our consultancy projects since the new regulatory framework began its journey into law and supported a wide range of organisations (local authorities, housing associations and ALMOs) with their self assessments and improvement plans. His particular areas of expertise are in customer engagement and wider stakeholder engagement as well as governance, complaints management.

    Damian is a regular speaker at HQN events and recently devised and delivered a series of workshops to assist providers with their preparations for the new regulatory framework. He has developed toolkits for use in self-assessments, the latest covering the empty homes and lettings process and our condensed toolkit for the regulation of social housing.

    As well as the learning and insight that Damian has gained through consultancy and project work Damian also has hands-on practical experience of delivering services. He has worked in the housing sector for more than 20 years, much of which has been at a senior/executive level, including eight years as director of customer experience for Accent Housing.
  • Programme

    8:30am – Welcome and outline of session

    • Why void loss matters now – year-end focus
    • Feedback on survey

    8:40am – Understanding your empty-property journey

    • Mapping the process: termination, void works, new letting
    • Where delays, miscommunication and avoidable void loss creep in

    9:00am – Exiting well

    • Clear, supportive communication with outgoing tenants
    • Assisting outgoing tenants to aid the process
    • Ensuring effective management of the process
    • Coordinating the multitude of responsibilities and stakeholders

    9.30 – A smoother journey for new tenants

    • Lettable standards and sequencing works
    • Setting incoming tenants up well

    9:50am – Empty homes toolkit

    • Walkthrough of the practical checklist
    • Q&A, key takeaways and actions

    10:00am – Close

  • Cancellations and substitutions

    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.

  • Price and booking

    Bookings are closed for this event.

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

Dates



This event comes with a professional development certificate

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