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  1. Collecting with care 2019: Housing income, rent arrears and mental health

    Details

    Collecting with care 2019: Housing income, rent arrears and mental health

    A workshop on how to get the balance right – maximising income whilst supporting vulnerable residents.

    How many of your tenants who are in arrears have a mental health problem? According to the research its likely to be very high:

    One in six British adults has a mental health problem. Almost a quarter of whom are behind with at least one bill or payment. The Royal College of Psychiatrists

    One in three social housing tenants with rent arrears experiences mental health problems. The Money and Mental Health Policy Institute

    So, how do you balance maximising income with supporting vulnerable people? 'Collecting with Care' will help you to strike that balance.

    Join your hosts for the day: Maggie Houghton, Programme Manager for the Hyde Foundation, and Tony Newman, HQN Associate and RIEN Lead, who will share their knowledge, experience and valuable insight.

    With a clear focus on the key issues and practical ideas and solutions, the day will include: 

    • The prevalence and impact of mental health problems, including the cognitive effects and why standard arrears processes are unhelpful and often harmful
    • A quick reminder of the legislative framework and how this must inform arrears case management in practice
    • Applying the Money and Mental Health Policy Institute’s rent arrears checklist and guidance from the Royal College of Psychiatrists
    • A solutions workshop: What can we do? Including best practice principles and practical case studies.

    With Universal Credit rolling out across the UK it is essential that you have the appropriate policies, procedures and practices in place to support vulnerable customers.

    This workshop will give you the skills and tools to ensure rent collection and arrears are managed sensitively and effectively.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 16 August 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Programme:

     Click here to download the programme  

    Map and directions:

    Click here to download directions to the venue  

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

  2. SAFETYnet Annual Conference North 2019

    Details

    SAFETYnet annual conference 2019

    Picture the scene… in 2012 there was an outbreak of Legionnaires’ disease which caused the deaths of three people with 10 others rendered very poorly. The outbreak was traced to a council-owned block of flats.

    Now the council face a charge of corporate manslaughter and an employee of the council is charged with breaching section 7 of the Health and Safety at Work Act 1974.

    So – what went wrong to cause the deaths, and will anyone be found guilty?

    No one wants to be sat in the dock following a workplace accident, but it does happen and there has been a massive increase in fines for organisations and prison sentences for individuals.

    Join us on the jury for our ‘mock trial’, hear all the evidence and then make up your mind… guilty or innocent?

    Following the trial there will be a sentencing workshop where you will play the role of judge and apply the Definitive Guidelines for Health and Safety Offences to the case scenario.

    Who should attend?

    • Health and safety advisors
    • Compliance managers/officers
    • Contract managers/officers
    • Directors
    • CEOs
    • Heads of service.

    Our speakers

    Our event has been developed in partnership with DAC Beachcroft who will be providing colleagues to deliver the day’s events. The team of speakers will be led by Matthew Breakell, an Associate at DAC Beachcroft.

    Matthew specialises in advising in relation to corporate criminal investigations and defending prosecutions brought by regulatory agencies such as the Health and Safety Executive, Local Authority, Environment Agency, Police and CQC. 

    He has extensive experience in caution interviews including representing company directors at the police station in relation to corporate manslaughter investigations; and assisting companies through HSE/Local Authority investigations, caution interviews and prosecutions.

    Matthew also represents companies and organisations facing coroner’s inquests as a result of fatal accidents at work or being associated with the accident, guiding them through the process and providing representation at the Inquest.

    Our SAFETYnet Lead Associate, Vicki Cutler, will chair the day, supported by other members of the SAFETYnet Advisory Group who will take the roles of key persons within the trial.

    This will be an interactive event, which has been tailored specifically for the social housing sector. You will be required to get involved and deliver your verdict based on what you’ve heard during the day.

    This event will also be held in London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 16 August 2019

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    In partnership with

    DAC Beachcroft

    Programme:

    Click here to download the programme

    Map and directions:

    Click for directions

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

  3. Estate services national conference

    Details

    Estate services national conference

    In her speech at the CIH Conference, Theresa May committed to homes, “people want to live in and be proud to live in” putting a spotlight on estate services. 

    Communal areas, landscaping, well-maintained, clean and safe open spaces all have a huge impact on neighbourhoods and can immensely improve the quality of life for residents.

    This must be a priority for social housing landlords.

    Yet all too often estate services teams find it difficult to secure a seat at the top table.

    This must change.

    This national conference will bring together everyone involved in estate services and management, from across the country, for the first time.

    It is the opportunity to network and share best practice, to raise the profile and identify ways of exerting greater influence on services and improve the quality of estates and communal spaces for our residents.

    The event will cover key topics such as:

    • Raising standards and influencing future services and new development
    • Procurement and contract management – internal vs outsourcing
    • Making estate services a career choice – investing in a mobile workforce, recruitment and retention, capacity building, seasonal employment
    • The zero carbon agenda
    • Biodiversity
    • Thorny issues such as fly tipping.

    Confirmed speakers:

    • Saleh Mirza, Head of Environmental Services, A2 Dominion (Chair)
    • Brendan Sarsfield, CEO, Peabody
    • Laura Branthwaite, Estates Contract Manager, Guinness Partnership
    • Steve Thomson, Operations Director, Garden Organic
    • Mark Chadwick, Director of Business Services, and Andrew Gray, Member Relationship Manager, Fusion21
    • Mathew Frith, Director of Conservation, London Wildlife Trust.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *

    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 23 August 2019.

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Programme

    Click here to download the programme 

    Map and directions

    Click here to download directions to the venue

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

  4. Co-designing services for customer-centric organisations

    Details

    Co-designing services for customer-centric organisations

    With a renewed focus on building trust between residents and landlords, co-designing services can play a key role in putting customers at the heart of what we do.

    Most if not all housing providers would claim to be customer-centric, but there is often a disparity between the self-perception and the reality.

    How many organisations can genuinely say that they see the world from their residents' point of view? And how many sit down, listen and co-create their services with them?

    A service that is designed, delivered and maintained without involving customers questions is built on sand but all too often we take a one-size-fits-all approach that can't possibly take into account the needs of every resident.

    Co-designing services has never been more important. With a renewed focus on building trust between residents and landlords, co-designing services can play a key role in putting customers at the heart of what we do.

    And in a digital world where we are encouraging more people to interact online and 'self-serve', it can be an essential element of making sure we get things right.

    Combining key note sessions with interactive workshops, key themes for the day include:

    • Co-designing services – the Hellon approach
    • How to empower change and embed a customer-centric culture across your organisation
    • Building trust, driving engagement - how co-design can work for social housing providers
    • Using co-design to create excellent digital services.

    Key speakers:

    • Andreas Pattichis, Senior Service Designer, Hellon
    • Chris Hewitt, Co:create Manager, South Yorkshire Housing Association.

    This event is essential for the following:

    • Customer service executives
    • Business transformation teams
    • Customer service directors
    • Heads of customer service
    • Executive directors of service and transformation
    • Business transformation teams
    • Head of customer experience
    • Customer insight teams
    • Digital
    • Operation directors.

    About Hellon

    Hellon was established in 2009 and has been expanding rapidly by challenging traditional business development by utilising a customer-centric approach and design methods. It has offices in Helsinki and London and has worked with companies in more than 20 countries.

    find out more

    Meet At

    Delegate fees:

    Full price: £209.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    In partnership with:

    Hellon

    Map and directions:

    Click here to download directions to the venue  

    Programme:

    Click here to download the programme   

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

  5. SAFETYnet Annual Conference South 2019

    Details

    SAFETYnet annual conference 2019

    Picture the scene… in 2012 there was an outbreak of Legionnaires’ disease which caused the deaths of three people with 10 others rendered very poorly. The outbreak was traced to a council-owned block of flats.

    Now the council face a charge of corporate manslaughter and an employee of the council is charged with breaching section 7 of the Health and Safety at Work Act 1974.

    So – what went wrong to cause the deaths, and will anyone be found guilty?

    No one wants to be sat in the dock following a workplace accident, but it does happen and there has been a massive increase in fines for organisations and prison sentences for individuals.

    Join us on the jury for our ‘mock trial’, hear all the evidence and then make up your mind… guilty or innocent?

    Following the trial there will be a sentencing workshop where you will play the role of judge and apply the Definitive Guidelines for Health and Safety Offences to the case scenario.

    Who should attend?

    • Health and safety advisors
    • Compliance managers/officers
    • Contract managers/officers
    • Directors
    • CEOs
    • Heads of service.

    Our speakers

    Our event has been developed in partnership with DAC Beachcroft who will be providing colleagues to deliver the day’s events. The team of speakers will be led by Matthew Breakell, an Associate at DAC Beachcroft.

    Matthew specialises in advising in relation to corporate criminal investigations and defending prosecutions brought by regulatory agencies such as the Health and Safety Executive, Local Authority, Environment Agency, Police and CQC. 

    He has extensive experience in caution interviews including representing company directors at the police station in relation to corporate manslaughter investigations; and assisting companies through HSE/Local Authority investigations, caution interviews and prosecutions.

    Matthew also represents companies and organisations facing coroner’s inquests as a result of fatal accidents at work or being associated with the accident, guiding them through the process and providing representation at the Inquest.

    Our SAFETYnet Lead Associate, Vicki Cutler, will chair the day, supported by other members of the SAFETYnet Advisory Group who will take the roles of key persons within the trial.

    This will be an interactive event, which has been tailored specifically for the social housing sector. You will be required to get involved and deliver your verdict based on what you’ve heard during the day.

    This event will also be held in Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 30 August 2019

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    In partnership with

    DAC Beachcroft

    Programme: 

    Click here to download the programme

    Map and directions:

    Click for directions

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueBirmingham
    • Start02 Oct 2019 09:30
    • End02 Oct 2019 16:00

    Virulent flu virus hits the UK – every crisis needs a sound plan

    Details

    Virulent flu virus hits the UK – every crisis needs a sound plan

    Your people are your most critical resource: how would you cope with a prolonged flu outbreak?

    According to influenza expert John Oxford, “the impact of a flu pandemic in Great Britain would be the equivalent of blowing up a nuclear power station”. This is scary stuff. Are you ready for it? Or have you just been worrying about the financial side of Brexit?

    Doctors and health care professionals gave out a warning on BBC’s Breakfast News of several factors coming together which could create the “perfect storm”:

    • A particularly virulent flu strain – Australia is just coming out of the Winter season. They tend to set the trends for flu in terms of what’s in store for the northern hemisphere. This year they’ve experienced a particularly virulent strain, and their flu season started early
    • Delays in identifying the particular strain of flu – this is usually done in February and the appropriate vaccines ordered in August/September – but this year, it’s running late
    • Delays and difficulties in getting the vaccine due to a no-deal Brexit – this all means we’ll need to be bringing in more supplies of vaccines in the UK after 31 October…

    So, one of the top threats for the UK this Autumn is the possibility of a widespread flu pandemic. For housing providers this presents a double threat: reduced staff availability and increased customer demand, particularly from those living in sheltered and supported housing.

    Building on the success of our 2018 resilience clinics, HQN is again teaming up with specialist business continuity experts Commercial Initiatives Ltd to provide practical, interactive advice designed to help you prepare for and deal with a crisis, improve your organisation’s resilience and reduce your risks.

    We will show you how to assess your organisation’s ability to cope with a crisis, and identify those areas which need the most attention.

    This includes our highly popular mini exercises which are fully immersive, packed with ideas to reinvigorate your approach to dealing with a crisis and embed business resilience within your own organisation. You’ll take part in a mini exercise to experience just how it will feel if a flu pandemic struck.

    Delegates will leave with the tools and practical experience to strengthen their organisation’s resilience and reduce the consequences of such major risks to life.

    The day will focus on:

    • The Business Continuity Institute’s (BCI) practical and easy-to-follow Good Practice Guidelines 2018
    • Why it is vital to conduct a Business Impact Analysis (BIA)
    • A practical mini exercise with a national flu pandemic as the scenario

    Who should attend?

    • Everyone with responsibility for:
      • Business continuity
      • Disaster recovery
      • Crisis management
    • Health and safety professionals
    • Everyone responsible for running day to day operations:
      • Facilities managers
      • Asset managers
      • Housing managers (including general needs and sheltered/supported housing)
      • Customer services/contact centres
    • Board members
    • Chief executives
    • Directors.

    This event will also be held in Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 6 September 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueManchester
    • Start02 Oct 2019 10:00
    • End02 Oct 2019 16:00

    Regulating the consumer standards – what it means for local authorities

    Details

    Regulating the consumer standards – what it means for local authorities

    Find out what's planned at these special events for councils in October where you will get to hear direct from the Regulator of Social Housing.

    We all know that every resident has the right to expect their home to be safe and decent and to receive a good service from their landlord. But too often as a sector we have failed in our duty to deliver on these basic requirements.

    The Government has decided to act and has used the Social Housing Green Paper to outline its plan to strengthen the regulation of the consumer standards – the details of which are due to be announced in September.

    Whatever the future looks like, the regulator expects local authorities to be aware of their responsibilities and already taking relevant action. But it has concerns.

    Back in May, the regulator wrote to council chief executives reminding them of their obligations for tenant safety under the consumer standards. Since then it has issued regulatory notices to two local authorities over failure to meet health and safety requirements.

    With the likelihood of increased consumer regulation imminent, the regulator is keen to engage with all stock-holding local authorities to set out the current and future landscape.

    Chaired by Alistair McIntosh, these events will include extended sessions from the Regulator of Social Housing and look at the wider regulatory landscape including the recommendations from the Hackitt Review and the Homes (Fitness for Human for Habitation) Act.

    Confirmed speakers:

    • Alistair McIntosh, Chief Executive, HQN
    • Anna Furlong, Head of Regulatory Framework
    • Angela Holden, Senior Investigation and Enforcement Advisor
    • Kieran Binnie, Associate, Anthony Collins Solicitors. 

    This event is also being held in London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 30 August 2019. 

    *Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueManchester
    • Start03 Oct 2019 10:00
    • End03 Oct 2019 16:00

    Crowdsolving digital workshop – unleash the power of your peers

    Details

    Crowdsolving digital

    Come together to share obstacles and unlock solutions.

    Need help with a digital project or challenge and not sure where to turn for answers?

    In these fast paced, innovative yet practical workshops, HQN will bring together a cohort of digitally-minded housing professionals to work through your situation and co-create solutions. 

    You bring the sticky topic – whether it's people, process or technology, a current problem or a future idea.

    You leave with practical ideas and strategies to take back to your organisation along with a new and supportive peer network.

    How does it work?

    Before the session you will be asked to share a brief outline of your current digital or business transformation journey so we can ensure the right cohort of people are brought together.

    On the day, each individual/organisation will be asked to pitch to the group their digital challenge and through a series of rounds we will work together to get to the root of the issues to develop practical ideas and solutions. 

    The sessions will be facilitated by HQN business transformation lead associate Sam Young who will throw in tools, techniques and relevant case studies to help the discussion and crowdsolve solutions.

    Innovate. Problem solve. Learn. Take away ideas. Share your experiences. What better way to spend a day?

    Please note: Numbers for this event are strictly limited.

    About Sam Young

    Sam is HQN’s lead Business Transformation Associate. She has a wealth of technology experience gained in private, public and not-for-profit sectors as well as a track record of successfully leading large teams and large-scale changes.

    Sam has a MSc in Technology and Management and is an accredited coach and SFIA (Skills for the Information Age) consultant. She is passionate about developing talent, transforming teams and harnessing technology to deliver successful business outcomes.

    As well as running her own digital consultancy, Sam is a non-executive director on the Board of Great Places Housing Group and a non-executive director for the South West Yorkshire Partnership NHS Foundation Trust.

    This event is capped at 12 places

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:

    1 delegate: £275.00 *
    2 delegates: £250.00 *
    3+: £225.00 *

    Members of any HQN network:
    1 delegate: £250.00 *
    2 delegates: £225.00 *
    3+: £200.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueBirmingham
    • Start08 Oct 2019 10:00
    • End08 Oct 2019 14:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshop: Spotlight on repairs

    Dissatisfaction with day-to-day (‘responsive’) repairs accounts for over a third of complaints made to the Ombudsman each year.

    Living in a home in a poor state of repair can have a significant impact on residents. It can cause stress and frustration, and damage the ongoing relationship with the landlord.

    Delivering a good repairs service is a high priority for landlords and many handle complaints very well - but there is room for improvement.

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on this new series of practical and interactive workshops.

    The half-day workshops will be delivered by the Ombudsman's own expert trainers and will focus on the following themes:

    • How the Housing Ombudsman Service investigates repairs complaints – what you need to know
    • Understanding the key causes of repairs complaints
    • Preventing common complaints
    • Understanding the responsibilities of all parties
    • Speeding up response times and closing complaints early
    • Better record keeping
    • Lessons learned
    • Your questions answered.

    The session will also look at the application of the Dispute Resolution Principles in dealing with repairs complaints.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. There will also be an opportunity to network with peers from other landlords.

    This event is also taking place in LondonManchester and Doncaster.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueLondon
    • Start09 Oct 2019 10:00
    • End09 Oct 2019 16:00

    Regulating the consumer standards – what it means for local authorities

    Details

    Regulating the consumer standards – what it means for local authorities

    Find out what's planned at these special events for councils in October where you will get to hear direct from the Regulator of Social Housing.

    We all know that every resident has the right to expect their home to be safe and decent and to receive a good service from their landlord. But too often as a sector we have failed in our duty to deliver on these basic requirements.

    The Government has decided to act and has used the Social Housing Green Paper to outline its plan to strengthen the regulation of the consumer standards – the details of which are due to be announced in September.

    Whatever the future looks like, the regulator expects local authorities to be aware of their responsibilities and already taking relevant action. But it has concerns.

    Back in May, the regulator wrote to council chief executives reminding them of their obligations for tenant safety under the consumer standards. Since then it has issued regulatory notices to two local authorities over failure to meet health and safety requirements.

    With the likelihood of increased consumer regulation imminent, the regulator is keen to engage with all stock-holding local authorities to set out the current and future landscape.

    Chaired by Alistair McIntosh, these events will include extended sessions from the Regulator of Social Housing and look at the wider regulatory landscape including the recommendations from the Hackitt Review and the Homes (Fitness for Human for Habitation) Act.

    Regulator of Social Housing speakers:

    • Karen Doran, Assistant Director, Investigation and Enforcement
    • Jess Guandalini, Senior Investigation and Enforcement Advisor
    • Kieran Binnie, Associate, Anthony Collins Solicitors.

    This event is also being held in Manchester. 

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 6 September 2019. 

    *Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueLondon
    • Start10 Oct 2019 10:00
    • End10 Oct 2019 16:00

    The Rent Income Excellence Network (RIEN) annual conference 2019: Through the keyhole

    Details

    The Rent Income Excellence Network (RIEN) annual conference 2019

    Always eagerly anticipated, this year’s RIEN annual conference will be another close look at what’s happening in the world of housing income management.

    Practical positive practice case studies are always a popular feature and whether you work for a housing association, local authority or ALMO, we have plenty of those for you this year.

    Key sessions include:

    • “State of the nation” overview of housing income management in 2019
    • How partnerships between housing providers and credit unions can support households’ financial wellbeing, reduce evictions and drive down rent arrears
    • What’s happening with UC from the perspective of front-line support, plus advice for people moving to the new benefit
    • Workshop: 'Performance matters' – sustaining tenancies, driving collection and minimising debt in the world of UC
    • Case study: 'More than a rent account' – a fresh look at income
    • Case study: Achieving our best arrears management performance in five years, whilst reducing court applications by 400%, resulting in being shortlisted for an award by the Association of Public Service Excellence.

    Confirmed speakers:

    • Matthew Pyke, Tenancy Sustainment Manager, Yarlington Housing Group (Chair)
    • Tansy Crowley-Sweet, Income and Residential Property Manager, whg
    • Catherine Cunliffe, Income Manager, Lancaster City Council
    • Liam Carlisle, Lewisham Credit Union
    • Graham Brewis, Director of the financial wellbeing service, Clean Slate
    • Mark Henderson, RIEN Associate.

    We have even more planned, so watch out for further announcements about the programme.

    Most importantly, if you want to be there, book now as places will go fast!

     

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 6 September 2019

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Programme:

    Click here to download the programme  

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

    • Event TypeHQN Event
    • VenueLondon
    • Start15 Oct 2019 10:00
    • End15 Oct 2019 16:00

    A new deal for renters? Developing, managing and regulating PRS homes

    Details

    A new deal for renters? Developing, managing and regulating PRS homes

    Through its New Deal for Renting, the government has promised a 'generational change' to the laws affecting the private rented sector and a pledge to deliver a 'fair and balanced' relationship between landlord and tenants.

    But while the proposed changes to legislation are welcome, genuine change can only be delivered on the ground – and that means building more homes for rent, improving the quality of PRS housing, cracking down on poor landlords and ensuring rents are kept affordable.

    The success of the private rented sector is in everybody's interest. It is now the second largest housing tenure in England, made up of 4.5m households. It is also home to an increasingly diverse range of people, with growing numbers of families and people aged over 55.

    Building homes for market rent is big business. Institutional investors have taken advantage of the government's Build to Rent scheme. 2019 has already seen 32,000 BTR homes completed, a 34% increase on last year, with a further 74,000 at the planning stage. But these homes are primarily aimed at the top end of the market, with the majority being built in big cities like London and Manchester.

    PRS rents continue to rise, meanwhile, with the ONS reporting a 7% increase across the UK since January 2015. Part of the problem is that the number of homes for market rent is falling and demand is outstripping supply in many parts of the country.

    The quality of many properties remains an issue but the Homes (Fitness for Habitation) Act could soon become a gamechanger.

    And while housing associations continue to play a key role in building affordable homes, with some notable exceptions they remain largely absent when it comes to supplying quality homes in the private rented sector.

    At this one-day conference, HQN is bringing together key players to deliver their verdict on the current state of the PRS, its future direction and their own recommendations to change things for the better.

    Key themes include:

    • A New Deal for Renters – what the changes will mean
    • Shaping the future of the PRS – developing and managing market rent homes
    • The effectiveness of selective licensing and the enforcement role of local authorities
    • The impact of the Homes (Fitness for Habitation) Act
    • PRS regulation – opportunities and obstacles
    • Making the PRS work for local authorities in preventing homelessness
    • The role of housing associations in the private rented sector.

    Confirmed speakers:

    • Karen Buck, Labour MP, Westminster North
    • Dan Wilson Craw, Director, Generation Rent
    • Scott Lawrence, author of the MHCLG-commissioned Independent Review of the Use and Effectiveness of Selective Licensing
    • Roger Jarman, Associate, HQN
    • John Steward, Policy Manager, Residential Landlords Association
    • John Bibby, Policy Manager, Shelter
    • Paul Gerrard, ForLiving Director, ForViva.

    More to be announced shortly...

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 27 September 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

  6. Making estate regeneration happen

    Details

    Making estate regeneration happen

    HQN has teamed up with the communities team at the Pioneer Group to take a practical look at two real life case studies of sustainable regeneration in Castle Vale and emerging planning for community regeneration in Stockland Green. 

    The sector’s focus is on boosting housing supply, improving the quality of housing, destigmatising how social housing is perceived and finding new ways of engaging and empowering tenants in the delivery of housing solutions. There is a palpable belief and confidence that the housing agenda is on the front foot with a renewed optimism and energy. 

    However, one area where there is less policy definition is around wider neighbourhood regeneration – particularly inner and outer city housing estates. Stepping in to fill this policy void, the National Housing Federation are currently finalising their Great Places Commission report which identifies a key challenge around:  

    “…neighbourhoods, towns and cities in the Midlands and the North of England are not great
    places, and have not been for a long time. Long-term economic and social trends have
    served to entrench regional disparities and hold these places back. This is having a clear and
    measurable impact on people’s lives and on the national economy, and cannot be allowed to
    continue. It is in places like this that housing associations, together with local authorities,
    Universities, and other anchor institutions, are working alongside residents and community
    organisations to address local challenges and drive positive change. They are already making an impact, often with limited resources, but there is the potential to do so much more.”

    HQN has teamed up with the communities team at the Pioneer Group to take a practical look at this with two real life case studies of sustainable regeneration in Castle Vale and emerging planning for community regeneration in Stockland Green.       

    The workshop is broken into three parts:

    • The first part explores the national agenda for estate regeneration and innovative approaches for tackling the funding challenges 
    • The second part looks at the Castle Vale model of sustainable regeneration with a tour of the estate to see how the initial investment has been sustained with renewed focus on delivering wider social and economic regeneration 
    • The third part considers emerging approaches to scoping estate regeneration in Falcon Lodge, a neighbourhood with around 900 council homes in the Reddicap ward of Sutton Coldfield. 

    Participants will:

    • Hear about and visit a nationally recognised successful example of estate regeneration 
    • Find out about a community planning approach to regeneration
    • Learn about the current national debate on turning round problem estates 
    • Find out about a potential future model of housing regeneration looking at short term interventions driven by a community planning approach   
    • Explore funding opportunities. 

    They will go away with ideas and solutions to take forward within their organisations.

    Our facilitators for the day are Tim Brown and Ifor Jones

    Tim Brown is a long standing HQN associate, a qualified town planner and corporate member of the CIH as well as a senior research associate in housing and local government at De Montfort University. Tim was previously Director of the Centre for Comparative Housing research, board member and chair of a number of housing associations, director of two social enterprises. He is currently pioneering on the next steps and options for estate regeneration amongst a range of other work interests including boosting housing supply, housing needs of older people, economic development and regeneration housing policy and local authority and social housing allocations systems. Tim is technical lead for HQN’s specialist strategic network SEN.

    Ifor Jones is Head of Communities at the Pioneer Group in Castle Vale after retiring from local government in 2016. As a Director in Birmingham City Council he led the council’s localisation policy and delivery arrangements for a decade, manging a range of services including libraries, leisure, advice and housing including partnership responses to the closure of Rover in 2005 and more recently the community governance review setting up the largest town council in England in Sutton Coldfield. Throughout his career he has focused on localised community regeneration and neighbourhood management. He is taking this approach in a number of communities in North East Birmingham including Castle Vale, Stockland Green and Falcon Lodge in Sutton Coldfield. He is currently vice chair of the Active wellbeing society and is a founder member of Birmingham Community Homes.

    Member discount

    SOLD OUT.  To be added to our waiting list, please email events@hqnetwork.co.uk 

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £75.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 13 September 2019.

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Programme:

    Click here to download the programme

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

    • Event TypeHQN Event
    • VenueManchester
    • Start17 Oct 2019 10:00
    • End17 Oct 2019 16:00

    2020 vision – a practical guide to the new Rent Standard

    Details

    2020 vision – a practical guide to the new Rent Standard

    The new Rent Standard from April 2020 will apply to both housing associations and stock-holding local authorities – get the low-down from HQN.

    Setting rents for social housing used to be quite simple.

    But as we provide more homes across different tenures, understanding the rules and regulations for varying rent types has become a complicated business.

    Not only that, the Regulator of Social Housing has been running a consultation on the new Rent Standard which from April 2020 will introduce two major changes:

    • Aligning the regulation of rents charged by stock-holding local authorities with that of registered providers
    • To restrict rent increases on social rent and affordable rent properties by up to CPI+1% annually from 2020 for a period of at least five years – striking a balance between the interests of landlords, tenants and taxpayers.

    Our new rent compliance event will explain everything you need to know about the new standard and help you prepare while also illuminating best practice and filling a knowledge sharing gap in this specialist area.

    Key themes to be covered on the day include:

    • The new Rent Standard – what you need to know and how to prepare
    • Compliance with the assurance monitoring framework – looking at the various rent types and the management of legacy stock; ie, varying rent types on different cycles/rules
    • Review best practice around compliance with legislation and regulations to demonstrate adherence to all relevant law and RSH regulations
    • Compliance with the risk management and internal controls assurance framework – for example, to monitor, report on and comply with s106 planning agreement housing provisions with rent conditions cyclically and ensure robust procedures are in place
    • Developing a rents compliance KPI framework
    • The digitalisation of compliance for rent setting, annual rent review, annual financial budgets and rent statements.

    Confirmed speakers:

    • Emma Turay, Head of Rents and Service Charges, Notting Hill Genesis
    • More to be announced soon.

    Who should attend?

    This event is essential for the following:

    • Finance, risk assurance and compliance teams
    • Finance or housing management rent setting/review teams
    • Data governance teams.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only: £259.00 *

    Early bird pricing ends on Friday 6 September 2019

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    In association with:

    Notting Hill Genesis

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

    • Event TypeHQN Event
    • VenueLondon
    • Start17 Oct 2019 10:00
    • End17 Oct 2019 16:00

    Deal or no deal Brexit – preparing for all eventualities

    Details

    Preparing for no-deal Brexit

    Explore all the consequences at our fully immersive, CPD-certified, simulation event.

    Deal or no deal, the Regulator for Social Housing is telling social landlords that stress-testing and preparing for worst-case Brexit scenarios is vital.

    As the government steps up its contingency planning for leaving the EU – how can you be 100% sure that you have all bases covered?

    In October, HQN is teaming up with RW Consulting Solutions for a fully immersive 'what if?' event which will throw housing professionals into a post-Brexit world and pose all sorts of challenges to find out if they will sink or swim.

    During the day you will get to explore the consequences of a hard Brexit on a social housing provider in a fully immersive environment.

    The simulation is set in the days and weeks after the 31 October deadline and participants will be exposed to the real-world challenges posed by the UK's exit from the European Union, relating to supply chain, finance, community issues, safety and security.

    Working in teams they will manage the organisational challenge and disruption together, making key decisions at critical times throughout the day. The events will be brought to life with realistic media and social media and will be fully interactive throughout.

    The exercises will be run by experts from RW Consulting Solutions who are experienced in assisting organisations in planning for disruption, delivering resilience projects, including strategic training exercises and business continuity management systems, in a variety of public and private sector organisations.

    What delegates said about our previous 'what if?' events with RW Consulting:

    'Fantastic day, thought provoking, stimulating and makes you think about how you/your organisation would deal with an event like this'

    'The facilitators were great at ensuring we fully understood the exercise'

    'The rolling nature of it made it 'real''.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    In association with:

    RWCSL CPD Certified

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

  7. Self-service, chatbots and AI in housing

    Details

     Self-service, chatbots and AI in housing

    HQN has teamed up with AI, chatbot specialist Fuzzlab and global technological solutions company Sigma for a practical workshop explaining the benefits and risks.

    The robots are coming...so how can housing providers use them to help deliver better services?

    When implemented well, chatbots and Artificial Intelligence have the potential to generate a positive user experience and huge benefits for customer teams.

    But understanding how and where to use them is key, especially when accessibility for excluded and vulnerable users are key considerations.

    HQN is teaming up with AI and chatbot specialist Fuzzlab and global technological solutions company Sigma for a workshop dedicated to understanding the new technology and the potential it offers, as well as the possible pitfalls.

    Sessions include:

    • Demystifying AI and chatbots – a jargon busting, not too technical overview
    • Customer service chatbots in social housing –  the art of the possible
    • Things to consider when implementing self-service and chatbots
    • Sigma – usability and accessibility research and best practices
    • Cool demonstrations.

    There will be a networking lunch included after the event. 

    Free event!

    find out more

    Meet At

    Further information

    Delegate fees:

    This is a free event.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Please note that timings may be subject to change. 

    In partnership with:

    Fuzzlab

    Map and Directions:

    Click here to download directions to the venue

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueManchester
    • Start22 Oct 2019 10:00
    • End22 Oct 2019 16:00

    The future of payments 2019

    Details

    The future of payments 2019

    With the rapid pace of change in the UK's banking and finance sectors, it's important to stay on top of the latest payments trends and their implications for both your residents and your own income streams.

    At our 2019 Future of Payments events, in association with Visa, we'll be exploring how housing associations, local authorities and other organisations are using new payment methods to improve the customer experience while at the same time making efficiency savings, protecting income and reducing arrears.

    Covering everything from digital platforms (including contactless) to cards, cash and direct debits; and the implications of new banking industry initiatives such as request to pay, these one-day events are essential for anyone responsible for how payments are made and received within their organisation.

    Our line-up of expert speakers have wide and practical knowledge and will share their experiences, business drivers and the dos and don’ts of putting together new payment programmes.

    Sessions include:     

    • The future of payments – the latest technology and what’s coming next
    • Request to pay and what it means for the landlord-resident relationship
    • Payment gateways – the essentials for housing providers
    • Ensuring rent gets paid under Universal Credit – latest approaches
    • The changing payment habits of UK households – understanding the millennial mindset
    • Improving payment relationships with unbanked and under-served residents.

    This event is also being held in London.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 20 September 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    In association with

    Visa

     

    Sponsored by:

    Allpay logo

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueLondon
    • Start23 Oct 2019 10:00
    • End23 Oct 2019 14:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshop: Spotlight on repairs

    Dissatisfaction with day-to-day (‘responsive’) repairs accounts for over a third of complaints made to the Ombudsman each year.

    Living in a home in a poor state of repair can have a significant impact on residents. It can cause stress and frustration, and damage the ongoing relationship with the landlord.

    Delivering a good repairs service is a high priority for landlords and many handle complaints very well - but there is room for improvement.

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on this new series of practical and interactive workshops.

    The half-day workshops will be delivered by the Ombudsman's own expert trainers and will focus on the following themes:

    • How the Housing Ombudsman Service investigates repairs complaints – what you need to know
    • Understanding the key causes of repairs complaints
    • Preventing common complaints
    • Understanding the responsibilities of all parties
    • Speeding up response times and closing complaints early
    • Better record keeping
    • Lessons learned
    • Your questions answered.

    The session will also look at the application of the Dispute Resolution Principles in dealing with repairs complaints.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. There will also be an opportunity to network with peers from other landlords.

    This event is also taking place in Birmingham,  Manchester and Doncaster.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueEdinburgh
    • Start23 Oct 2019 10:30
    • End23 Oct 2019 16:00

    The RIEN Scottish Annual Conference 2019 – Managing income and sustaining tenancies

    Details

    The RIEN Scottish Annual Conference 2019

    By popular demand, we’re re-launching the RIEN Scottish Annual Conference.

    Now’s the time to grab your places for an informative and thought-provoking day.

    The conference will be another close look at what’s happening in the world of housing income management.

    This year’s programme

    The conference will be chaired by Tony Newman, RIEN Lead Associate.

    Tony will lead the day and kick us off with a “state of the nation” overview of housing income management in 2019, with a wealth of positive practice examples and the key features of top performing housing providers across the UK.

    Practical positive practice case studies are always a popular feature of RIEN events and we’re delighted to welcome the Wheatley Group and Edinburgh City Council to provide some practical performance tips and ideas.

    We’re delighted to welcome Aaliya Seyal, Director of Customer Journey at Citizens Advice Scotland. Aaliya will provide an update on the work of CAS, particularly around landlord engagement and the Universal Credit Help to Claim programme.

    The conference will also examine partnerships between housing providers and credit unions to support households’ financial wellbeing, reduce evictions and drive down rent arrears.

    The day will also feature break-out performance improvement workshops, giving a valuable opportunity for learning and networking.

    We have more planned, so watch out for further announcements about the programme.

    Most importantly, if you want to be there, book now as places will go fast!

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 20 September 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueLondon
    • Start24 Oct 2019 10:00
    • End24 Oct 2019 16:30

    Multi-channel customer experience and the future of contact centres

    Details

    Customer experience and the future of contact centres

    In this multi-channel, customer-centric world, contact centres play an increasingly important role.

    The digital age, heightened customer expectations and a desire to rebalance the landlord-resident relationship are changing the way we interact and deliver services – and contact centres have an increasingly vital role to play.

    Housing providers are spending millions to upgrade their contact centres and make them fit for purpose in an age where customer expect a high-quality seamless experience over many different channels.

    But new technology is only part of the solution. Human interactions remain an essential part of the customer experience, and contact centre teams play a central role in that relationship.

    At this one-day conference, HQN will be bringing together some of the leading experts on customer experience and contact centre trends to explore how the world is changing, what needs to be done and the solutions available to stay ahead of the game.

    We will also hear how housing providers are already responding to the challenge.

    Key themes:

    • Future contact centre trends – what you need to know
    • The landlord-resident relationship and the vital role of contact centres
    • Getting your contact centre culture and technology right
    • Delivering a seamless multi-channel customer experience
    • Integrating AI into the customer experience – what you need to know
    • Putting data at the heart of the contact centre
    • What new compliance standards mean for customer interactions.

    Confirmed speakers:

    • Jo Causon, Chief Executive, Institute of Customer Service
    • Dr Nicola Millard, Head of Customer Insight and Futures, BT Global
    • Laura Welch, Digital Delivery Performance Leader, Home Group
    • Ryan Cooper, The Learning Pool
    • Gary Beddow, AWS Business Development Director, Arcus Global.

    More to be announced...

    This event is essential for:

    • Chief executives
    • Directors of operations, customer service, or housing services
    • Heads of customer service and IT
    • Customer service and contact centre teams
    • Business transformation teams
    • Digital teams
    • IT teams
    • Strategy teams.

    Book now:

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 24 September 2019.

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Sponsored by:

    Fuzzlab logo

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueChester
    • Start30 Oct 2019 10:30
    • End30 Oct 2019 16:00

    Universal Credit: Where do we go from here?

    Details

    Universal Credit: Where do we go from here?

    We’re once again partnering with DWP to bring housing providers a series of events that will provide practical help in managing the migration to UC.

    We’re building a great line-up for you, focusing on practical tips and ideas for you to take away.

    • At each event, DWP will bring everyone up to date with the very latest developments on the UC programme and will answer your questions. Delegates will be invited to send these in advance
    • We’ll have positive practice studies from housing providers in “Our story: How we’re working with UC” sessions
    • The APA/Direct Payment Knowledge Lab will provide an opportunity to network and explore ways of optimising your management of this crucial element of UC, helping to maximise income whilst supporting customers through migration.

    HQN Associate and RIEN Lead, Tony Newman, will chair each event and provide a summary of the key learning from UC so far, including the features of top performers and an updated UC action plan.

    We’re delighted to announce that Paul Gilbert, Director of Customer Accounts at L&Q will be joining us at each event. Paul will provide practical tips on modelling the impact of UC and learning from customer insight into payment behaviours, to shape both a strategic and operational response.   

    We can also confirm that Peter Hudson and Steven Johnson from Voicescape will join us at all the events. Peter and Steven will discuss their recent behavioural insights research into 1.3m rent payments, covering 43,000 accounts and explain how an interactive profiling solution can be applied to develop an evidence-based, prioritised response to minimise the risk as UC take-up expands.

    The events will take place at the locations voted for by RIEN members and we thank everyone who voted.

    Further information and full programme to follow.

    This event is also being held in Peterborough, Leeds and Cardiff.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 27 September 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueBirmingham
    • Start31 Oct 2019 10:30
    • End31 Oct 2019 16:00

    Safeguarding – housing providers on the frontline

    Details

    Safeguarding – housing providers on the frontline

    A decade of austerity has decimated public services in parts of the UK.

    All social housing providers now have a vital, and ever growing, role in ensuring vulnerable tenants don’t fall through the cracks in our society.

    For some tenants, their landlord may be the only point of official contact they have in their everyday lives.

    It’s the staff on the front line whose responsibility it is to identify people with care and support needs and those at risk of abuse. And these are becoming greater and ever more complex with, for example, modern day slavery, increases in mental health issues, etc.

    The Care Act of 2014 placed legal obligations on councils and their housing association partners around safeguarding that means teams working with vulnerable tenants have had to become increasingly professionalised.

    They must work in partnership with a range of organisations including police, healthcare and domestic violence charities, to ensure residents get the support they need and have a safe place to call home.

    This event is the opportunity to discuss the latest best practice approaches to safeguarding vulnerable tenants, the role of housing staff in spotting the signs and the early warning systems.

    You will hear from leading experts on three key areas of safeguarding: domestic violence, hoarding and substance misuse.

    You will come away with plenty of new ideas and solutions to refresh and re-energise your organisation’s approach. 

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 27 September 2019

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

    • Event TypeHQN Event
    • VenueManchester
    • Start05 Nov 2019 09:30
    • End05 Nov 2019 16:00

    Virulent flu virus hits the UK – every crisis needs a sound plan

    Details

    Virulent flu virus hits the UK – every crisis needs a sound plan

    Your people are your most critical resource: how would you cope with a prolonged flu outbreak?

    According to influenza expert John Oxford, "the impact of a flu pandemic in Great Britain would be the equivalent of blowing up a nuclear power station". This is scary stuff. Are you ready for it? Or have you just been worrying about the financial side of Brexit?

    Doctors and health care professionals gave out a warning on BBC’s Breakfast News of several factors coming together which could create the “perfect storm”:

    • A particularly virulent flu strain – Australia is just coming out of the Winter season. They tend to set the trends for flu in terms of what’s in store for the northern hemisphere. This year they’ve experienced a particularly virulent strain, and their flu season started early
    • Delays in identifying the particular strain of flu – this is usually done in February and the appropriate vaccines ordered in August/September – but this year, it’s running late
    • Delays and difficulties in getting the vaccine due to a no-deal Brexit – this all means we’ll need to be bringing in more supplies of vaccines in the UK after 31 October…

    So, one of the top threats for the UK this Autumn is the possibility of a widespread flu pandemic. For housing providers this presents a double threat: reduced staff availability and increased customer demand, particularly from those living in sheltered and supported housing.

    Building on the success of our 2018 resilience clinics, HQN is again teaming up with specialist business continuity experts Commercial Initiatives Ltd to provide practical, interactive advice designed to help you prepare for and deal with a crisis, improve your organisation’s resilience and reduce your risks.

    We will show you how to assess your organisation’s ability to cope with a crisis, and identify those areas which need the most attention.

    This includes our highly popular mini exercises which are fully immersive, packed with ideas to reinvigorate your approach to dealing with a crisis and embed business resilience within your own organisation. You’ll take part in a mini exercise to experience just how it will feel if a flu pandemic struck.

    Delegates will leave with the tools and practical experience to strengthen their organisation’s resilience and reduce the consequences of such major risks to life.

    The day will focus on:

    • The Business Continuity Institute’s (BCI) practical and easy-to-follow Good Practice Guidelines 2018
    • Why it is vital to conduct a Business Impact Analysis (BIA)
    • A practical mini exercise with a national flu pandemic as the scenario

    Who should attend?

    • Everyone with responsibility for:
      • Business continuity
      • Disaster recovery
      • Crisis management
    • Health and safety professionals
    • Everyone responsible for running day to day operations:
      • Facilities managers
      • Asset managers
      • Housing managers (including general needs and sheltered/supported housing)
      • Customer services/contact centres
    • Board members
    • Chief executives
    • Directors.

    This event will also be held in Birmingham.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 6 September 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueLondon
    • Start05 Nov 2019 10:00
    • End05 Nov 2019 13:00

    Gotcha! Getting to grips with annual reports

    Details

    Gotcha! Getting to grips with annual reports

    Turn your glossy brochures and fancy e-zines read by no one into something useful to tenants.

    Stop press!

    Housing providers are facing a kicking from the regulator if they don't sort out the quality of their annual reports.

    The RSH has warned landlords that the yearly reports to tenants are mandatory and should explicitly tell them how well (or how badly) they are performing.

    Annual reports play an important role in making organisations more transparent to their residents – so facts, figures and essential messages – such as that 2020 rent rise – are key.

    Hatchet job!

    Unfortunately, here at HQN, we don't think many of the annual reports we see are fit for purpose. The flaws include:

    • Lots of unsubstantiated boasting (we are fantastic)
    • Too much jargon and corporate bluster
    • Pointless meandering introductions from the chair
    • Spellbinding graphics that contain no actual information
    • Zero comparative data
    • No sign that tenants have been asked what they want to see in these reports (in fact it is often impossible to discern the intended audience at all).

    But fear not. At this half-day masterclass, led by HQN chief executive Alistair McIntosh and former national newspaper journalist John McJannet, we will give you everything you need to transform your annual reports from a glossy and vacuous PR exercise into something truly worthwhile and regulator approved.

    find out more

    Meet At

    Delegate fees:

    Full price: £209.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Please note that registration is half an hour before the start time and timings are subject to change.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

    • Event TypeHQN Event
    • VenueLondon
    • Start06 Nov 2019 10:00
    • End06 Nov 2019 16:30

    Fit for the future – The Asset Management Network annual conference 2019

    Details

    The Asset Management Network annual conference 2019

    From Brexit to 'net zero' – the need for a coherent and achievable plan of action is obvious.

    With rents set to increase by up to CPI +1% each year from April 2020, there is a real opportunity for housing associations and local authorities to plan for future investment in their housing stock.

    But how many organisations are drawing up strategies that look 10, 20 or even 30 years ahead to ensure what they are doing now is going to be fit for purpose for future generations?

    At a time when the Committee on Climate Change (CCC) has called for a target of net-zero greenhouse gas emissions in the UK by 2050, social housing providers are under pressure to radically rethink their approach to asset management, from the large-scale retrofit of their stock to finding new ways to heat their homes.

    But how do these long-term priorities compete for attention and investment when organisations are facing considerable operational challenges, from managing compliance around health and safety to delivering an outstanding, up-to-date and customer-focused repairs service?

    Throw in Brexit and the changing policy landscape – including new consumer standards, new building regulations and the likely increase in disrepair claims arising from the Homes (Fitness for Habitation) Act – and the need for a coherent and achievable plan of action becomes obvious.

    This year's Asset Management Network annual conference will help you put your house in order by identifying and prioritising short and long-term objectives.

    Key themes include:

    • Facing up to the 2050 'net zero' challenge – from deep retrofit to alternative heating systems
    • From responsive to predictive – changing the way we think about repairs
    • Be prepared – understanding the implications of Brexit, the new consumer standards and building regulations
    • Smart home technology – from gadgets to game changers
    • Digitising compliance and using real-time data
    • Putting customers at the heart of the service.

    Confirmed speakers:

    • Mike Victory-Rowe, Associate, HQN – Chair
    • Lucy Gower, Founder and Director, Lucidity
    • Matthew Gardiner, Head of Ideation, L&Q
    • Dr Richard Miller, Associate Director, Connecter Places Catapult
    • Jesse Meek, Head of Assets and Innovation, Sovereign

    More to be announced...

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 11 October 2019

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

    • Event TypeHQN Event
    • VenueLondon
    • Start07 Nov 2019 10:00
    • End07 Nov 2019 16:00

    The future of payments 2019

    Details

    The future of payments 2019

    With the rapid pace of change in the UK's banking and finance sectors, it's important to stay on top of the latest payments trends and their implications for both your residents and your own income streams.

    At our 2019 Future of Payments events, in association with Visa, we'll be exploring how housing associations, local authorities and other organisations are using new payment methods to improve the customer experience while at the same time making efficiency savings, protecting income and reducing arrears.

    Covering everything from digital platforms (including contactless) to cards, cash and direct debits; and the implications of new banking industry initiatives such as request to pay, these one-day events are essential for anyone responsible for how payments are made and received within their organisation.

    Our line-up of expert speakers have wide and practical knowledge and will share their experiences, business drivers and the dos and don’ts of putting together new payment programmes.

    Sessions include:     

    • The future of payments – the latest technology and what’s coming next
    • Request to pay and what it means for the landlord-resident relationship
    • Payment gateways – the essentials for housing providers
    • Ensuring rent gets paid under Universal Credit – latest approaches
    • The changing payment habits of UK households – understanding the millennial mindset
    • Improving payment relationships with unbanked and under-served residents.

    This event is also being held in Manchester.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 4 October 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    In association with

    Visa

     

    Sponsored by:

    Allpay logo

     

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueManchester
    • Start12 Nov 2019 10:00
    • End12 Nov 2019 14:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshop: Spotlight on repairs

    Dissatisfaction with day-to-day (‘responsive’) repairs accounts for over a third of complaints made to the Ombudsman each year.

    Living in a home in a poor state of repair can have a significant impact on residents. It can cause stress and frustration, and damage the ongoing relationship with the landlord.

    Delivering a good repairs service is a high priority for landlords and many handle complaints very well - but there is room for improvement.

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on this new series of practical and interactive workshops.

    The half-day workshops will be delivered by the Ombudsman's own expert trainers and will focus on the following themes:

    • How the Housing Ombudsman Service investigates repairs complaints – what you need to know
    • Understanding the key causes of repairs complaints
    • Preventing common complaints
    • Understanding the responsibilities of all parties
    • Speeding up response times and closing complaints early
    • Better record keeping
    • Lessons learned
    • Your questions answered.

    The session will also look at the application of the Dispute Resolution Principles in dealing with repairs complaints.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. There will also be an opportunity to network with peers from other landlords.

    This event is also taking place in BirminghamLondon and Doncaster.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueLondon
    • Start14 Nov 2019 10:00
    • End14 Nov 2019 16:00

    Future housing trends – London and the South East

    Details

    Future housing trends

    Working out where and how people want to live is a key consideration for organisations seeking to develop new homes.

    From social housing and market rent to shared ownership and outright sale, housing providers need to understand the wants and needs of potential future residents to be able to build the right homes in the right places.

    In November, HQN is joining forces with data giants CACI for the first in a series of events that will interest those looking to acquire, develop, sell and market new schemes, with the focus on five key trends:

    Urbanisation – By the end of the next decade, the number of people worldwide living in cities with more than one million residents will jump from 3.1 billion to 3.8 billion, a 22% rise! But what does that mean for density levels and rural communities?

    Demographic changes – By 2030, 43% of households will consist of just one or two people, increasing demand for smaller homes. But an aging population will encourage the development of larger housing to accommodate multiple generations living under one roof.

    Sustainability – By 2018, 88 countries had guidelines for building-related energy consumption or greenhouse gas emissions, compared with 38 countries in 1994. And with the UK Government committed to 'net zero' carbon emissions by 2050, the ramifications are huge for housing providers.

    Affordability – According to the ONS, housing affordability has actually stablised in England and Wales – but 77 local authority areas have become less affordable over the last five years (mostly in London, the South East and the East of England); there were no local authorities in which affordability improved.

    Digital economy – As the economy becomes more digital, what people look for in a house is changing. 65% of millennials and Generation Z interact with each other more through digital means than they do in person. Such trends are increasing interest in remote work, home offices, smart homes, and shared living, among other things.

    Delegates attending our Future Housing Trends event will gain insights into the following:

    • Future population trends
    • Area affordability by region
    • Impact of demographic shift on household make-up
    • Lifestyle patterns, characteristics and behaviours of the changing UK population
    • The relationship between home and work
    • Impact of factors such as air pollution and future green belt on-site feasibility/regeneration projects.

    About CACI

    CACI is the company behind the annual Hot 100 UK Residential Index, which combines property affordability with quality of life data, including employment levels, provision of local amenities and public transport accessibility. They are also known for their geodemographic segmentation of the UK: Acorn.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 11 October 2019.

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    In association with:

    CACI

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

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

    • Event TypeHQN Event
    • VenueLeeds
    • Start14 Nov 2019 10:30
    • End14 Nov 2019 16:00

    Universal Credit: Where do we go from here?

    Details

    Universal Credit: Where do we go from here?

    We’re once again partnering with DWP to bring housing providers a series of events that will provide practical help in managing the migration to UC.

    We’re building a great line-up for you, focusing on practical tips and ideas for you to take away.

    • At each event, DWP will bring everyone up to date with the very latest developments on the UC programme and will answer your questions. Delegates will be invited to send these in advance
    • We’ll have positive practice studies from housing providers in “Our story: How we’re working with UC” sessions
    • The APA/Direct Payment Knowledge Lab will provide an opportunity to network and explore ways of optimising your management of this crucial element of UC, helping to maximise income whilst supporting customers through migration.

    HQN Associate and RIEN Lead, Tony Newman, will chair each event and provide a summary of the key learning from UC so far, including the features of top performers and an updated UC action plan.

    We’re delighted to announce that Paul Gilbert, Director of Customer Accounts at L&Q will be joining us at each event. Paul will provide practical tips on modelling the impact of UC and learning from customer insight into payment behaviours, to shape both a strategic and operational response.   

    We can also confirm that Peter Hudson and Steven Johnson from Voicescape will join us at all the events. Peter and Steven will discuss their recent behavioural insights research into 1.3m rent payments, covering 43,000 accounts and explain how an interactive profiling solution can be applied to develop an evidence-based, prioritised response to minimise the risk as UC take-up expands.

    The events will take place at the locations voted for by RIEN members and we thank everyone who voted.

    Further information and full programme to follow.

    This event is also being held in Peterborough, Chester, Cardiff

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on 11 October 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event
    • VenueBirmingham
    • Start19 Nov 2019 10:00
    • End19 Nov 2019 16:00

    Implementing an agile culture for the workforce of the future

    Details

    Implementing an agile culture for the workforce of the future

    Taking a practical look at what’s involved.

    More and more housing organisations are moving to agile ways of working seeking to realise all the benefits.

    Agile is a way of working in which an organisation empowers its people to work where, when and how they choose – with maximum flexibility and minimum constraints – to optimise their performance and deliver 'best in class' value and customer service. It uses communications and information technology to enable people to work in ways which best suit their needs without the traditional limitations of where and when tasks must be performed.” The Agile Organisation, 2013

    It's what millennials want – they appreciate a company which respects their work-life balance.

    But how simple is it to implement? What are the challenges and pitfalls?  And the solutions? What can we learn from experiences so far? 

    HQN’s workshop will be asking these questions and more. You will hear about experiences from inside and outside the sector – what others have done to embrace and embed agile working. There’ll be interactive workshops with opportunities to discuss key issues with other housing professionals.

    You’ll hear about best practice and take away practical ideas to implement back in your own operational teams and wider organisation.

    In a world where work is changing, don’t be left behind.

    Confirmed speakers so far:

    • Penny Aspden, Director of Organisational Development at Torus will talk about their growth journey and how they are bringing together different organisational cultures and working practices
    • Sam Young, HQN Associate will explore how housing providers can maximise their use of technology to support an agile workplace
    • Hannah Gibson, Management Development Consultant at Sovereign will talk about the steps they have taken to build an agile culture, the challenges they’ve faced and the future for agile working at Sovereign.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *

    Early bird non members only£259.00 *

    Early bird pricing ends on Friday 18 October 2019. 

    * Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

    Registration will start 30 minutes before the first session and refreshments will be available.

    Cancellations and substitutions:

    A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. There is no refund for non-attendance, but delegates may be substituted at any time.

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