What will the workshop cover?

Bob Heaney has spent over a decade working with failing and problematic tenancies, and will draw on his extensive experience to provide tools and techniques which can be implemented at an operational level.

The focus is on helping you to shape a robust, agile service that can adapt to a changing landscape.

• What works (and what doesn’t) in preventing arrears early — from voids, end‑of‑tenancy, notices, etc.
• How to design systems / services that can shift between prevention and recovery modes smoothly
• Key performance indicators and tracking: measuring what matters, early warning signs, continuous improvement
• Case studies of best practice and adapting to a changing housing / regulatory landscape

Whether a registered provider, local authority or ALMO, you’ll leave with a wealth of practical ideas, tips and resources.

Who should attend?

The workshop is suitable for anyone interested in managing tenancies, supporting households and sustaining housing income. The content will particularly benefit those in senior income management or team leader roles.

This workshop can also be adapted as an in-house development solution for your team.

Timing

This online workshop is delivered via Zoom, over two half-day sessions.

Each session runs from 10:00 am to 13:00 (break 11:20 am to 11:40 am)

What support do we get?

A full resource pack, will be provided after the workshop and an optional one-hour follow-up session is available to every group.

Afterwards, a Q&A session is offered for any further queries arising from the sessions.

Bob Heaney, Social Housing Income Specialist and Trainer

Bob Heaney is an experienced housing professional, business trainer, and energy consultant, with a specialist focus on income recovery, rent collection, and tenant engagement in complex cases.

With over a decade of frontline experience, Bob has worked directly with tenants facing high-level arrears, non-engagement, and financial crisis – supporting sustainable payment plans while also managing litigation and enforcement where necessary. His approach is rooted in the belief that well-supported tenants, clear communication, and practical negotiation lead to better outcomes for both landlords and residents.

Bob grew up in social housing in Glasgow’s East End, and combines lived experience with professional insight drawn from years of housing practice, behavioural training, and business consultancy. This gives him a rare ability to connect with housing teams and tenants alike, translating complex challenges into workable strategies.

His training style is straight-talking, motivational, and grounded in reality. Drawing on principles from behavioural science, negotiation frameworks, and motivational interviewing, Bob helps income teams improve performance under pressure – whether managing current tenancies, recovering historic arrears, reducing evictions, or navigating welfare reforms as well as undertaking court action and evictions.

Bob has supported housing providers through the uncertainty of the pandemic and the shifting landscape of legislation, helping teams stay focused on what works. He has delivered workshops for local authorities, housing associations, and private sector organisations, equipping staff to have more positive conversations about rent, manage arrears assertively and empathetically, and reduce the need for court action.

He is a member of the Chartered Institute of Housing and believes passionately in delivering social housing services with a business brain and a social heart.

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.