What will we learn?

This practical session takes a fresh look at your pre-tenancy work and helps you put positive measures in place to boost rent collection, minimise arrears and help your tenants by:

• Spotting risk in new tenants (financial, support, behavioural) before move in
• Helping tenants to be ready to move in
• Minimising early tenancy rent loss and arrears
• Gathering and using household profiling data to enable targeted action
• How to instil a payment culture from day one (agreeing expectations, payments, routines)
• Ideas you can implement immediately in lettings, sign‑ups, handovers.

The webinar includes case studies about housing providers who are doing innovative pre tenancy work and a knowledge-sharing workshop.

Delegates will leave with a host of ideas and practical tips as well as a full resource pack to aid continuous learning afterwards.

Who should attend?

Everyone involved in tenancy/housing management, rent collection, arrears management, tenancy sustainment, housing-related support, lettings and allocations.

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.