1. 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.

    At this one day masterclass, we are bringing together one of the housing world's most customer-centric organisations, Optivo, with award-winning service design company Hellon, that works with some of the world's leading retail and finance companies.

    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:

    • Timo Pätiälä, Managing Director, Hellon
    • Jane Porter, Director of Operations, Optivo.

    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
    • 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.

    SOLD OUT. To join our waiting list email events@hqnetwork.co.uk

    find out more

    Meet At

    Further information

    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 logo

    Map and directions:

    Download map and directions

    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
    • Start06 Jun 2019 10:30
    • End06 Jun 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.

    Confirmed speakers:

    • Tony Newman, HQN Associate
    • Andy Chiga, DWP
    • Paul Gilbert, L&Q
    • Peter Hudson and Stephen Johnson, Voicescape
    • Natalie Patten, Court Officer, and Kate Carr, UC Specialist Housing Officer, Ipswich Boroguh Council
    • Mobysoft.

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

    This event is also being held in Edinburgh, Birmingham, Peterborough, Chester, 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 3 May 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:

    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.

  2. Shifting sands – The HQN Cymru Housing Summit 2019

    Details

    Shifting sands – The HQN Cymru Housing Summit 2019

    It is already clear that 2019 will be a year of increased uncertainty for the social housing sector in Wales.

    From rent setting to Brexit, value for money to increasing supply, pinning down what happens next is proving  difficult if not impossible.

    Join us at HQN Cymru’s 2019 summit where we will start to make sense of the confusion.

    Hosted by HQN Cymru lead associate Keith Edwards and HQN chief executive Alistair McIntosh, the day will feature a range of expert speakers in an interactive environment that has become a hallmark of the event.

    The aim is to give you the opportunity to examine the challenges in detail as well as helping to shape the future. 

    Key themes:

    • Rents, VfM and affordability
    • Building more homes: the challenge across the sector
    • Leadership: the next generation
    • Putting tenants at the heart.

    Chairs:

    • Keith Edwards, Lead Associate, HQN Cymru
    • Alistair McIntosh, Chief Executive, HQN. 

    Confirmed speakers:

    • Lynn Pamment, Chair of the Affordable Housing Review Panel
    • Ian Williams, Deputy Director, Homes and Places, Welsh Government
    • Bob Smith, Chair of Welsh Government's Regulatory Advisory Group and member of the Regulatory Board for Wales
    • Fran Bevan, Merthyr Valleys Homes/Cynon Taf Housing Group
    • Steve Cook, HQN Associate
    • Victoria Slade, incoming CEO, Cynon Taf Community Housing Group
    • Katie Howells, 24housing Young Leader of the Year and Strategic Project Officer for Merthyr Valleys Homes. 
    • Tamsin Stirling, Housing Researcher
    • Cheryl Tracy, Head of Business Evolution, Monmouthshire Housing 
    • Jennifer Ellis, Director of Operations, Rhondda Housing Association.

    This event is essential for the following:

    • Board Members
    • Chief Executives
    • Executive Teams
    • Senior Managers
    • Frontline Staff.

    Free to members

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £289.00 *
    Members of any HQN network: £209.00 *
    Members of HQN Cymru: One free place per organisation, then £209 + VAT for additional places

    Early bird non members only£259.00 *

    Early bird pricing ends on 10 May 2019

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

    Sponsored by:

    Mobysoft

    Map and directions:

    Download map and directions

    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
    • VenueLeeds
    • Start18 Jun 2019 10:00
    • End18 Jun 2019 16:00

    The Leasehold Management Summit 2019

    Details

    The Leasehold Management Summit 2019

    Leasehold and shared ownership – overcoming the challenges

    Our specialist Leasehold Network's flagship event. Essential for everyone working with leaseholders and shared owners exploring all the current key challenges.

    • The government is talking tough on leasehold reforms. It wants to strengthen the leaseholders’ hand
    • Customer satisfaction and perception of shared ownership is poor – particularly around the quality of new build
    • Hitting sales and marketing figures is daunting given the current housing market.

    This summit is all about exploring solutions to the challenges and delivering changes quickly.

    It’s your opportunity to network, take part in breakout sessions and get guidance advice from experts and practitioners – with real situations, real scenarios, and real insights.

    Find out what can realistically be achieved given the constraints and limited resources.

    The topical sessions:

    • Leasehold reform – with change, consultations and directives coming thick and fast, this session sets out exactly where we are
    • The future – reforms aren’t necessarily easy to implement. We’ve two different perspectives on the issues and challenges ahead, from two great practitioner speakers… telling it like it is.

    The technical sessions:

    • Right to managewith the government wanting to empower leaseholders, Right to Manage and Right to Acquire come into view. We look at how the land lies
    • Sinking funds in shared ownershipas shared ownership becomes a consideration for more home buyers, and sinking funds for landlords, this technical session looks at the key elements from an ‘Event Fees’ perspective.

    The breakout sessions:

    • Leasehold redress and the Ombudsman – how will the proposed changes to these back-stops for leaseholders affect front-line leasehold teams?
    • Service charges and new developments – what are the latest challenges for setting and collecting service charges in brand new developments for leasehold and mixed tenures?

    A great line-up of speakers, including:

    • John Murray, Partner, Ward Hadaway
    • Ann Faulkner, Associate, The Leasehold Network
    • Richard Wheeldon, Leasehold Manager, Housing & Care 21
    • Lynne Nicholls, Regional Service Charge and Section 20 Manager, Clarion Group
    • Khavita Barti, Legal Advisor, LEASE.

    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 17 May 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
    • Start20 Jun 2019 10:00
    • End20 Jun 2019 16:00

    The Leasehold Management Summit 2019

    Details

    The Leasehold Management Summit 2019

    Leasehold and shared ownership – overcoming the challenges

    Our specialist Leasehold Network's flagship event. Essential for everyone working with leaseholders and shared owners exploring all the current key challenges.

    • The government is talking tough on leasehold reforms. It wants to strengthen the leaseholders’ hand
    • Customer satisfaction and perception of shared ownership is poor – particularly around the quality of new build
    • Hitting sales and marketing figures is daunting given the current housing market.

    This summit is all about exploring solutions to the challenges and delivering changes quickly.

    It’s your opportunity to network, take part in breakout sessions and get guidance advice from experts and practitioners – with real situations, real scenarios, and real insights.

    Find out what can realistically be achieved given the constraints and limited resources.

    The topical sessions:

    • Leasehold reform – with change, consultations and directives coming thick and fast, this session sets out exactly where we are
    • The future – reforms aren’t necessarily easy to implement. We’ve got two different perspectives on the issues and challenges ahead, from two great practitioner speakers… telling it like it is.

    The technical sessions:

    • Right to managewith the government wanting to empower leaseholders, Right to Manage and Right to Acquire come into view. We look at how the land lies
    • Sinking funds in shared ownershipas shared ownership becomes a consideration for more home buyers, and sinking funds for landlords, this technical session looks at the key elements of promoting and implementing a new regime of sinking funds.

    The breakout sessions:

    • Leasehold redress and the Ombudsman – how will the proposed changes to these back-stops for leaseholders affect front-line leasehold teams?
    • Service charges and new developments – what are the latest challenges for setting and collecting service charges in brand new developments for leasehold and mixed tenures?

    A great line-up of speakers, including:

    • John Gargan, Associate, The Leasehold Network
    • Yashmin Mistry, Partner, JPC Law and Leasehold Reform Working Party member 
    • Fiona Buist, Head of MySouthwark Homeowners Agency 
    • Deborah Viljoen, Head of Leasehold, Catalyst
    • Andy Warman, Deputy Director, Octavia
    • Lynne Nichols, Regional Service Charge and Section 20 Manager, Clarion Group
    • Nick Kissen, Legal Advisor, LEASE.

    This event is also being held in Leeds.

    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 17 May 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:

    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.

  3. Water risk assessments for domestic properties – does it have to be complicated?

    Details

    Water risk assessments for domestic properties

    Come and join us at this interactive workshop that will help you to understand what your legal duties are in respect to Legionella in domestic premises and how you can comply by implementing simple, proportionate and appropriate control measures to ensure the risk remains low.

    The day will look at:

    • The requirements for domestic water risk assessments
    • The options available for developing a programme
    • How a desktop exercise can be a starting point for identification of properties
    • Utilising technicians who deliver ‘other’ programmes, such as gas servicing, to carry out the assessments and whether this is a good choice
    • Things to consider when developing a water risk assessment template for domestic premises
    • What, if any, training should the ‘assessor’ have?
    • What about ‘void’ properties – should they be assessed?
    • What should we be telling tenants?

    We’ll also have a look at some case studies and what other organisations are doing.

    Speakers

    The day will be led by Chris Brown who is an expert in his field, having over 30 years’ experience within the water hygiene industry.

    Chris is a chemist by qualification and is an Elected Fellow of the Water Management Society; he has also served a four year term on the Legionella Control Association committee and was a contributor to the BSRIA Legionella Risk Assessment Guide as well as being part of the LCA Technical Team for HSG274 Part 1.

    This event is also being held in London and 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 24 May 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.

    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
    • VenueLondon
    • Start03 Jul 2019 10:00
    • End03 Jul 2019 16:00

    The future of consumer regulation

    Details

    The future of consumer regulation

    Change is coming – are you prepared?

    The Government has promised action to beef up consumer regulation to help rebalance the landlord-tenant relationship and deliver a better deal for residents.

    Find out what's planned and what it will mean for your organisation at these special events in July 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 already outlined its core objectives for future consumer regulation:

    • Speeding up the complaints process
    • Arming residents with information on landlord performance
    • Strengthening choice over services
    • Understanding what a good service looks like
    • Strengthening regulation of consumer standards
    • Greater scrutiny of local authority landlords
    • Embedding good customer service and neighbourhood management.

    It is expected that more detail will be revealed when the Government publishes its response to the Social Housing Green Paper consultation ahead of the second Grenfell anniversary in mid-June.

    Whatever the future looks like, the regulator expects you to be acting on these already. It also wants you to help shape the future of consumer regulation by sharing your views. These events are an opportunity to do that.

    Chaired by Alistair McIntosh and featuring a top line-up of speakers, these events are essential for the following:

    • Chief executives
    • Executive teams
    • Board members
    • Policy and strategy teams
    • Governance teams
    • Resident involvement and scrutiny teams.

    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 7 June 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
    • VenueLondon
    • Start04 Jul 2019 10:30
    • End04 Jul 2019 16:30

    Water risk assessments for domestic properties – does it have to be complicated?

    Details

    Water risk assessments for domestic properties

    Come and join us at this interactive workshop that will help you to understand what your legal duties are in respect to Legionella in domestic premises and how you can comply by implementing simple, proportionate and appropriate control measures to ensure the risk remains low.

    The day will look at:

    • The requirements for domestic water risk assessments
    • The options available for developing a programme
    • How a desktop exercise can be a starting point for identification of properties
    • Utilising technicians who deliver ‘other’ programmes, such as gas servicing, to carry out the assessments and whether this is a good choice
    • Things to consider when developing a water risk assessment template for domestic premises
    • What, if any, training should the ‘assessor’ have?
    • What about ‘void’ properties – should they be assessed?
    • What should we be telling tenants?

    We’ll also have a look at some case studies and what other organisations are doing.

    Speakers

    The day will be led by Chris Brown who is an expert in his field, having over 30 years’ experience within the water hygiene industry.

    Chris is a chemist by qualification and is an Elected Fellow of the Water Management Society; he has also served a four year term on the Legionella Control Association committee and was a contributor to the BSRIA Legionella Risk Assessment Guide as well as being part of the LCA Technical Team for HSG274 Part 1.

    This event is also taking place in Birmingham and 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 31 May 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
    • VenueEdinburgh
    • Start09 Jul 2019 10:30
    • End09 Jul 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 London, Birmingham, Peterborough, Chester, 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 7 June 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
    • Start10 Jul 2019 10:00
    • End10 Jul 2019 16:00

    The future of consumer regulation

    Details

    The future of consumer regulation

    Change is coming – are you prepared?

    The Government has promised action to beef up consumer regulation to help rebalance the landlord-tenant relationship and deliver a better deal for residents.

    Find out what's planned and what it will mean for your organisation at these special events in July 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 already outlined its core objectives for future consumer regulation:

    • Speeding up the complaints process
    • Arming residents with information on landlord performance
    • Strengthening choice over services
    • Understanding what a good service looks like
    • Strengthening regulation of consumer standards
    • Greater scrutiny of local authority landlords
    • Embedding good customer service and neighbourhood management.

    It is expected that more detail will be revealed when the Government publishes its response to the Social Housing Green Paper consultation ahead of the second Grenfell anniversary in mid-June.

    Whatever the future looks like, the regulator expects you to be acting on these already. It also wants you to help shape the future of consumer regulation by sharing your views. These events are an opportunity to do that.

    Chaired by Alistair McIntosh and featuring a top line-up of speakers, these events are essential for the following:

    • Chief executives
    • Executive teams
    • Board members
    • Policy and strategy teams
    • Governance teams
    • Resident involvement and scrutiny teams.

    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 Friday 7 June 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.

  4. 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 to members

    find out more

    Meet At

    Further information

    Delegate fees:

    Free to HQN business transformation group members

    Members of any other HQN network: £99.00 *
    Full price: £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.

    Please note that timings may be subject to change. 

    In partnership with:

    Fuzzlab

    Venue 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.

    • Event TypeHQN Event
    • VenueManchester
    • Start11 Jul 2019 10:30
    • End11 Jul 2019 16:30

    Water risk assessments for domestic properties – does it have to be complicated?

    Details

    Water risk assessments for domestic properties

    Come and join us at this interactive workshop that will help you to understand what your legal duties are in respect to Legionella in domestic premises and how you can comply by implementing simple, proportionate and appropriate control measures to ensure the risk remains low.

    The day will look at:

    • The requirements for domestic water risk assessments
    • The options available for developing a programme
    • How a desktop exercise can be a starting point for identification of properties
    • Utilising technicians who deliver ‘other’ programmes, such as gas servicing, to carry out the assessments and whether this is a good choice
    • Things to consider when developing a water risk assessment template for domestic premises
    • What, if any, training should the ‘assessor’ have?
    • What about ‘void’ properties – should they be assessed?
    • What should we be telling tenants?

    We’ll also have a look at some case studies and what other organisations are doing.

    Speakers

    The day will be led by Chris Brown who is an expert in his field, having over 30 years’ experience within the water hygiene industry.

    Chris is a chemist by qualification and is an Elected Fellow of the Water Management Society; he has also served a four year term on the Legionella Control Association committee and was a contributor to the BSRIA Legionella Risk Assessment Guide as well as being part of the LCA Technical Team for HSG274 Part 1.

    This event is also taking place in Birmingham and 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 7 June 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.

  5. HQN annual conference 2019: Tackling climate change

    Details

    HQN annual conference 2019

    Finding local housing solutions to a global problem.

    The planet is under threat. People are taking to the streets to protest. (Some) politicians have called it a national emergency. It is time to act.

    Brexit may dominate the news headlines but it's the effects of climate change that have much wider and far more serious implications – and we need to act now.

    Last year a major report by the IPPCC suggested that limiting global warming to 1.5°C compared to 2°C could go hand in hand with ensuring a more sustainable and equitable society.

    But to achieve this goal, 'rapid and far-reaching' transitions in land, energy, industry, buildings, transport, and cities would be required. Global net human-caused emissions of carbon dioxide (CO2) would need to fall by about 45% from 2010 levels by 2030, reaching ‘net zero’ around 2050. This means that any remaining emissions would need to be balanced by removing CO2 from the air.

    As a direct response to this report, the UK's Committee on Climate Change (CCC) has called for a target of net-zero greenhouse gas emissions in the UK by 2050.

    We get the message loud and clear but what must we do in housing?

    Well, we will need to rip out gas heating in all our homes and put in things like heat pumps or hydrogen boilers. The CCC wants us to make a good start before 2030. What will it cost? The annual costs could come to £15 billion for all homes across the UK. That’s a steep bill.

    The CCC suggests that government will have to help out. But I’m sure that each landlord will have to sign a big cheque to pay their share of it. You could find that the regulator is keeping a beady eye on how fast you are going.

    What about the heating bills for our tenants? The report tells all of us to turn down the thermostat. And in fairness they do call for better insulation to cut costs. The CCC predicts that the costs of new types of heating will fall over time. But who will pay the upfront costs of putting it in? Could this push resources away from building new homes? 

    And how will you be getting about to do your job? It certainly won’t be in petrol or diesel cars. So what will it cost to switch to electric cars? Will you get any help with this? Mind you the way we are going with building new power stations you do wonder where all this electricity is coming from. Maybe it’s time to get the bike out the shed!

    We'll attempt to answer all these questions and more at this year's HQN annual conference. And we've got a top line-up of speakers to help.

    Of course, there is a tendency to focus on the downside risks. But the CCC points out that emissions fell 40% from 1990 to 2018 while GDP grew by 70% over the same period. We have an opportunity to lead the world here.

    Key themes:

    • What the net-zero target means for housing
    • What you will actually have to do to modify the homes you own
    • How you should be making sure new homes meet the required standards
    • How you will need to change how you operate, eg, fleet management
    • The likely costs to your organisation and the impact on the business plan
    • The impact on tenants including income collection
    • The timetable for moving to net-zero emissions.

    Speakers:

    • The Rt Hon. the Lord Deben, Chair of the Committee on Climate Change
    • George Bond, UK Student Climate Network
    • Tom Chance, Housing Policy Expert, Green Party
    • Dr Aimee Ambrose, Reader in Energy Policy, Centre for Regional Economic and Social Research (CRESR), Sheffield Hallam University
    • Linda Thiel, Director, London Studio of Scandinavian practice, White Arkitekter
    • Pat Hayes, Managing Director, Be First (London Borough of Barking and Dagenham).

    More to be announced...

    Free to members

    find out more

    Meet At

    Further information

    Delegate fees:
    Price per delegate: £289.00*
    Members of the Housing Quality Network: FREE*
    Members of any other HQN network: £209.00*

    Early bird non members only£259.00 *

    Early bird pricing ends on 14 June 2019.

    *Free places are available to members of the Housing Quality Network. To find out your entitlement please get in touch.

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

    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
    • VenueBirmingham
    • Start18 Jul 2019 10:30
    • End18 Jul 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 London, Edinburgh, Peterborough, Chester, 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 14 June 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
    • Start24 Jul 2019 10:00
    • End24 Jul 2019 16:00

    The Construction (Design and Management) Regulations explained

    Details

    The Construction (Design and Management) Regulations explained

    A day crammed full of essential information to help you better understand the requirements and how to put them in to practice.

    Learn about when CDM applies to works and what exactly is required of social landlords. 

    Plus the opportunity to work through practical exercises.

    Get answers to the key questions:

    • Am I the CDM client (in the social housing arena) – what should I be doing?
    • Competence and resource assessments prior to appointment – what do I need to do?
    • Making appointments in writing – when and to whom?
    • The client’s brief for the scope of works – can this be the PCI?
    • An overview of the:
      • principal designer/designer duties
      • Principal contractor/contractor duties
    • Pre-construction information – what should be included? Can this be the scope of works?
    • Construction phase plan – can this be RAMS?
    • An overview of Clients’ duties during the works
    • Monitoring and arrangements
    • Health and safety file – compiling, making available and updating.

    There will also be time to hear about those who ‘got it wrong’, what it meant for them, and what can be learned from their mistakes.

    Who should attend?

    • Health and safety professionals
    • Board members
    • Chief executives
    • Directors
    • Asset managers
    • Property services and in-house DLO managers
    • Development directors and managers.

    Speakers

    Raymond Bone is the Director of Health and Safety at Abbey Construction Consultants Limited and is currently dealing with over 60 client organisations to a value of over £60m. He has over 28 years of experience working in the construction and civil engineering industry and has predominantly being involved with CDM since 1994. In 2015 Raymond was awarded CDM Co-Ordinator of the year, judged by a panel of experts and awarded by the Association for Project Safety (APS).

    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 21 June 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
    • Start30 Jul 2019 10:00
    • End30 Jul 2019 14:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshops: 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 will also be held in Manchester.

    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.

    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
    • Start31 Jul 2019 10:00
    • End31 Jul 2019 16:00

    Rethinking the landlord-resident relationship

    Details

    Rethinking the landlord-resident relationship

    Changing behaviour – from resident engagement to service delivery

    June 14 2017 was the day everything changed – but two years on from Grenfell is the landlord-resident relationship any different on a day-to-day basis?

    From the government and regulator to landlords and tenant bodies, everyone is talking a good game.

    Rebuilding trust, giving tenants more of a voice and improving resident safety and satisfaction are top priorities.

    But are the warm words turning into action on the ground? Has anything actually changed for residents of social housing?

    At this one-day conference, HQN is bringing together landlords and residents to assess the current state of play and attempt to find solutions to how you turn promises into something tangible.

    Looking at everything from the role of resident engagement and service delivery to the fundamental power shift that's required to refocus the landlord-tenant relationship, this is an event that will challenge and provoke while ensuring you come away with some of the answers you need to bring about meaningful change.

    Key themes:

    • The future role of resident engagement
    • Building and maintaining trust between landlords and tenants
    • Shifting power and putting residents first
    • Rethinking service delivery – creating genuine choice
    • Co-designing services
    • Putting it right when things go wrong
    • Developing personal relationships – the importance of language, tone of voice and human interaction.

    This event is essential for:

    • Chief executives
    • Directors
    • Customer service teams
    • Residents
    • Resident involvement teams
    • Business transformation and strategy teams
    • Frontline staff.

    Your chance to get involved

    We would like to invite members of The Residents' Network to participate in this event.

    We are particularly keen to hear from landlords and residents who feel their organisation is already doing something exciting and different around any of the event's key themes (listed above).

    We want to make the day as interactive as possible and capture the views of both social housing staff and residents on these important topics. So don't be shy, get involved.

    Anyone interested in speaking at this event should contact Jon Land on jon.land@hqnetwork.co.uk or 07740 740417.

    find out more

    Meet At

    Further information

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

    Residents’ Network members (residents): £119*

    Early bird non members only£259.00 *

    Early bird pricing ends on 28 June 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
    • VenueWrexham
    • Start01 Aug 2019 09:30
    • End01 Aug 2019 12:30

    Getting value for money right in Wales

    Details

    A practical workshop exploring learning from the regulation of VfM in the Welsh social housing sector

    There is a renewed focus on VfM in the Welsh social housing sector. The recently published Independent Review of Affordable Housing Supply report recommends that:

    Rent policy – There should be a focus on landlords considering Value for Money (VfM) alongside affordability. An explicit annual assessment on cost efficiencies should be part of the rationale for justifying any rent increase

    Financing affordable housing – The new model should test the contribution of private finance and alternative finance models to stretch grant resources to maximise output and demonstrate grant VfM.

    So what happens now? How should the sector respond? What should social housing landlords be doing?

    The English Regulator has been closely monitoring VfM for several years. In April 2018 they issued a new VfM Standard that detailed their expectations as well as the VfM metrics that all Registered Providers must report. 

    Delivered by HQN's Housing Finance Network Lead Associate and specialist in value for money Ian Parker, this workshop will examine the English VfM Standard and consider how this can be applied to the Welsh social housing sector.

    The workshop will cover:

    • The requirements of the English VfM standard
    • What VfM measures need to be reported
    • What impact the VfM standard has had on the English social housing sector – what’s worked and what hasn’t?
    • How to embed VfM in your organisation and demonstrate that VfM is important and you are delivering it.

    Delegates will be able to identify the further actions that need to be taken back at their workplaces.

    Who should attend?

    This workshop is essential for those responsible for reporting VfM in the accounts, regulatory compliance, appraising the board and ensuring VfM is embedded in the business, including:

    • Finance directors
    • All members of the executive team
    • Finance teams
    • Performance teams
    • Governance teams.
    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.

    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
    • VenueBirmingham
    • Start06 Aug 2019 10:00
    • End06 Aug 2019 16:00

    Summer school 2019 gas masterclass

    Details

    Summer school gas masterclass 2019

    This one-day masterclass will refresh your skills, knowledge and your approach. It will give you plenty of ideas to action in your workplace – before the winter chill sets in.

    Target Zero

    • Get up to speed with the latest best practice and the latest technology
    • Know your key risks and what you’re doing to mitigate them
    • Work effectively with your contractor and/or DLO
    • Have a plan of action should things start to go wrong.

    Kevin Bentley, HQN Lead associate for gas safety and accreditation, will chair the day sharing his knowledge and experience.

    Full line up of speakers to follow.

    Who should attend?

    • Gas managers
    • Health and safety managers
    • Void and housing managers
    • Surveyors
    • Operations managers 
    • Repairs and maintenance operatives and those responsible for procurement and contract management
    • Policy, performance and compliance managers. 
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £209.00 *
    Members of any HQN network: £179.00 *

    Early bird non-members only: £195.00 *

    Early bird pricing ends on Friday 5 July 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
    • Start08 Aug 2019 10:00
    • End08 Aug 2019 16:00

    Developing local affordable housing – a practical look at what’s involved

    Details

    Developing local affordable housing

    Although there is considerable focus on council housebuilding through the housing revenue account and local housing companies, the process by which to do this is a grossly neglected area.

    This one-day workshop, based on HQN’s recently published Guide, takes a practical look at what’s needed to develop and implement an affordable housing policy – from choosing what type of affordable housing development, to how best to deliver it.

    Assessing local affordable housing requirements

    An evidence-base is essential for understanding the nature and scale of need. Guidance in the National Planning Policy Framework is not sufficiently detailed to cover, for instance, the needs of vulnerable groups. So what should councils and their partners do?

    Prioritising objectives

    There are many housing as well as non-housing aims for boosting affordable housing supply. But often these are not prioritised leading to confusion and lack of clarity. So, how can councils and their partners make difficult decisions on priorities?  

    Identifying affordable housing development models

    Councils and their partners frequently choose between a limited range of models (eg, local housing company versus council housebuilding). What are the advantages and disadvantages of other approaches such as commissioning, joint delivery vehicles and custom-build? What factors should you take into account?

    Resources

    Land, funding and skills – they are all critical resources essential for delivering affordable housing. What do you need to do to identify the gaps? How can you plug them?

    An opportunity to hear from practitioner speakers who have been through the process and to debate and discuss key issues.

    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 12 July 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
    • Start03 Sep 2019 10:00
    • End03 Sep 2019 14:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshops: 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 being held in London.

    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.

    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
    • VenueRoss-on-Wye
    • Start17 Sep 2019 10:00
    • End18 Sep 2019 16:00

    The art of leadership – harnessing personal power (two-day residential)

    Details

    The art of leadership

    “Leadership bestows on us an awesome power. We can use it to over-power, de-power or out-power others and in doing so we will break them. Alternatively we can use this power to enable, empower and grow people, winning their hearts and minds.” David Gilbert-Smith, former SAS Officer and Founder of the Leadership Trust

    Building new affordable homes, maintaining existing stock and a relentless focus on health and safety are just a few of the many challenges facing our sector. Add to this a constantly changing operating environment and the inevitable need to do more with less and things are tough.

    So inspiring the best performance from your people is critical.

    That’s why we’ve partnered with Leadership Trust as their special forces heritage means dealing with tough situations is in their DNA.

    The Leadership Trust has four decades' worth of experience working with some of the UK's top blue-chip companies. 

    Their team of experts help people to find their own leadership style, enabling people to perform under pressure and deliver results.

    Taking place over two full days this residential course has been specifically designed for established housing leaders and those with the potential to become one. The course is a chance to:

    • Build your personal leadership style, raising awareness of what can hinder your performance
    • Establish an understanding of how your leadership style can support or hinder the performance of your team
    • Connect your leadership style with challenges at work so that you can practise being at your best under pressure.

    The residential programme includes a series of workshops and practical challenges designed to help develop key leadership skills and your own personal leadership style.

    Key sessions include:

    • The art of leadership within the housing sector
    • Performance under pressure
    • Ethos and culture
    • Adopting positive leadership behaviours.

    PLEASE NOTE: The price of this residential course includes accommodation, a three-course dinner on the first evening, and all other meals/refreshments.

    Places are strictly limited.

    About The Leadership Trust

    The Leadership Trust delivers high impact experiential leadership development, which changes behaviour and transforms individuals, teams and organisations for clients across the globe. With foundations in the Special Forces, the Trust’s approach has been honed over four decades with expert input from behavioural psychologists and specialists in leadership development. The Trust has worked with over 70,000 individuals covering 250 active companies each year.

    About Robin Lawrence

    Robin has been developing leadership skills professionally since 2003 and is passionate about working with individuals and teams in both private and public sectors. He is also one of the few John Adair Accredited Trainers for Action Centred Leadership.

    Robin has worked successfully with many clients including high profile charity organisations, company directors and executives in a variety of sectors including scientific, medical, telecommunications, education, sports and financial sectors.

    He is no stranger to the social housing sector having served on the board of Ascham Homes in the London Borough of Waltham Forest as a non-executive director.

    What delegates said about our previous Art of Leadership residential:

    "Great balance of reflection, action and practice in a relaxed atmosphere"

    "Content rich, good fun, insightful 24 hours"

    "Excellent programme. Very informative and I will most definitely recommend to my colleagues"

    "More of this please! Just loved it. Loved the intensity of it. Learned loads and will continue to learn from the 'fall out'"

    To find out more about the Leadership Trust visit: http://www.leadershiptrust.co/

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £1,199.00 *
    Members of any HQN network: £999.00 *

    PLEASE NOTE: The price of this residential course includes accommodation, a three-course dinner on the first evening, and all other meals/refreshments.

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

    In partnership with 

    Leadership trust 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
    • VenuePeterborough
    • Start17 Sep 2019 10:30
    • End17 Sep 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 London, Edinburgh, Birmingham, Chester, 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 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.

    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
    • Start19 Sep 2019 10:00
    • End19 Sep 2019 16:00

    SAFETYnet Annual Conference North 2019

    Details

    SAFETYnet annual conference 2019

    This year’s Annual Conference takes place in a courtroom. A social landlord is accused of breaching health and safety regulations. Will their defence keep the CEO out of jail? 

    More details to follow. Book your places now to secure a seat at our mock trial. 

    Book your place for the Manchester Conference below.

    You can find the booking page for the London Conference here.

    Full details and speaker line up 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 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.

    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
    • Start01 Oct 2019 10:00
    • End01 Oct 2019 16:00

    SAFETYnet Annual Conference South 2019

    Details

    SAFETYnet annual conference 2019

    This year’s Annual Conference takes place in a courtroom. A social landlord is accused of breaching health and safety regulations. Will their defence keep the CEO out of jail? 

    More details to follow. Book your places now to secure a seat at our mock trial. 

    Book your place for the London Conference below.

    You can find the booking page for the Manchester Conference here.

    Full details and speaker line up 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 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
    • VenueBirmingham
    • Start02 Oct 2019 09:30
    • End02 Oct 2019 16:00

    Are you ready for a national flu pandemic? A business continuity exercise

    Details

    Are you ready for a national flu pandemic?

    Exactly 100 years ago, a flu pandemic killed 50 million people and we are now overdue a second one.

    In this era of heightened uncertainty, it has never been more important for organisations to prepare for a national pandemic and ensure their Business Continuity Plans are as robust as possible. But how do you bring this to life?

    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 deliver a better programme for your staff, residents and other stakeholders.

    The day will illuminate the critical role of the Business Impact Analysis (BIA), demystifying its purpose and content and explaining how it underpins all resilience plans.

    The events will also include another of the highly popular mini-exercises, which are fully immersive and packed with ideas to reinvigorate your efforts to embed business resilience within your own organisation.

    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
    • A practical mini exercise with a national flu pandemic as the scenario.

    Who should attend?

    • People with responsibility for:
      • Business continuity
      • Disaster recovery
      • Crisis management
    • Health and Safety professionals
    • Board members
    • Chief Executives
    • Directors
    • Facilities Managers
    • Asset Managers.

    About Commercial Initiatives

    Commercial Initiatives has developed functional Business Continuity Management Systems (BCMS) for housing associations and groups for over 18 years. It brings together experts in the fields of incident management, disaster recovery, crisis communications and information security.

    This event will also be held in Manchester and 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 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
    • Start09 Oct 2019 09:30
    • End09 Oct 2019 16:00

    Are you ready for a national flu pandemic? A business continuity exercise

    Details

    Are you ready for a national flu pandemic?

    Exactly 100 years ago, a flu pandemic killed 50 million people and we are now overdue a second one.

    In this era of heightened uncertainty, it has never been more important for organisations to prepare for a national pandemic and ensure their Business Continuity Plans are as robust as possible. But how do you bring this to life?

    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 deliver a better programme for your staff, residents and other stakeholders.

    The day will illuminate the critical role of the Business Impact Analysis (BIA), demystifying its purpose and content and explaining how it underpins all resilience plans.

    The events will also include another of the highly popular mini-exercises, which are fully immersive and packed with ideas to reinvigorate your efforts to embed business resilience within your own organisation.

    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
    • A practical mini exercise with a national flu pandemic as the scenario.

    Who should attend?

    • People with responsibility for:
      • Business continuity
      • Disaster recovery
      • Crisis management
    • Health and Safety professionals
    • Board members
    • Chief Executives
    • Directors
    • Facilities Managers
    • Asset Managers.

    About Commercial Initiatives

    Commercial Initiatives has developed functional Business Continuity Management Systems (BCMS) for housing associations and groups for over 18 years. It brings together experts in the fields of incident management, disaster recovery, crisis communications and information security.

    This event will also be held in Birmingham and 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 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

    Details

    RIEN annual conference 2019

    This year’s RIEN annual conference promises to be yet another thought-provoking and illuminating event.

    More information and full speaker line-up to follow soon...

    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.

    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
    • Start16 Oct 2019 09:30
    • End16 Oct 2019 16:00

    Are you ready for a national flu pandemic? A business continuity exercise

    Details

    Are you ready for a national flu pandemic?

    Exactly 100 years ago, a flu pandemic killed 50 million people and we are now overdue a second one.

    In this era of heightened uncertainty, it has never been more important for organisations to prepare for a national pandemic and ensure their Business Continuity Plans are as robust as possible. But how do you bring this to life?

    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 deliver a better programme for your staff, residents and other stakeholders.

    The day will illuminate the critical role of the Business Impact Analysis (BIA), demystifying its purpose and content and explaining how it underpins all resilience plans.

    The events will also include another of the highly popular mini-exercises, which are fully immersive and packed with ideas to reinvigorate your efforts to embed business resilience within your own organisation.

    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
    • A practical mini exercise with a national flu pandemic as the scenario.

    Who should attend?

    • People with responsibility for:
      • Business continuity
      • Disaster recovery
      • Crisis management
    • Health and Safety professionals
    • Board members
    • Chief Executives
    • Directors
    • Facilities Managers
    • Asset Managers.

    About Commercial Initiatives

    Commercial Initiatives has developed functional Business Continuity Management Systems (BCMS) for housing associations and groups for over 18 years. It brings together experts in the fields of incident management, disaster recovery, crisis communications and information security.

    This event will also be held in Birmingham and 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
    • 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 London, Edinburgh, Birmingham, 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.

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