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    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start07 Apr 2020 13:00
    • End07 Apr 2020 15:00

    Crisis communications masterclass – coronavirus response

    Details

    Crisis communications masterclass

    Live webinar

    Crisis communications skills have never been so much in demand. We’re in the middle of the biggest national crisis in decades, and many of us are learning as we go.

    This timely series of masterclasses will equip you to do the job. You’ll learn about the pattern of a crisis and explore strategies for handling crisis communications, plus you’ll get the chance to ask the experts for top tips to help you get through. 

    Agenda:

    • Intro from Bobbie Hough
    • Crisis communications – an overview – Sue Fox, Hough Bellis Communications
    • Social media in a crisis – Helen Reynolds, Comms Creatives
    • Managing the message – Bobbie Hough, Hough Bellis
    • Questions and discussions (eg, housing specifics, current media landscape, good and bad examples of communication etc).

    This event will also be held on 15 April and 17 April 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £99.00 *
    Members of any HQN network: £75.00 *

    * 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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start08 Apr 2020 10:30
    • End08 Apr 2020 12:30

    Customer-centric cultural transformation

    Details

    Customer-centric cultural transformation

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar on Wednesday 8 April from 10.30am to 12.30pm. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

     

    With the White Paper on the way, doing nothing is not an option

    With tenant empowerment, customer service and proactive consumer regulation set to be at the heart of the upcoming Social Housing White Paper, the case for a customer-centric approach to delivering services has never been more compelling.

    But, as many organisations are already discovering, the desire to do things differently can only become reality through genuine culture change that transforms the way every colleague (regardless of role and status) thinks and acts.

    By its very nature, cultural transformation isn't easy and the majority of businesses, while claiming they have the customer in the centre, try to fit any new approach into existing processes and KPIs.

    To become truly customer-centric, the KPIs, processes and values of the organisation need to be built around the people you serve by understanding their true needs and the context in which they live their lives. Customer journey mapping will only get you so far.

    This type of transformation therefore requires a major cultural shift, and courage from the organisation to step into the customers shoes and co-create with them. This journey is different for every organisation and you need to know where to start or how to overcome obstacles if you’ve got stuck.

    At this interactive event run by the market-leading, customer-centric service design agency Hellon you will learn about the transformation process towards customer-centricity, how to overcome the challenges of embedding genuine change into your organisation, and recommendations for how to ensure buy-in and reach.

    Through examples, the Hellon team will illustrate ways of igniting and driving change, followed by an interactive session to bring this knowledge to life.

    The day will also include practical sessions from organisations that have successfully embedded a customer-centric approach by transforming their culture.

    Doing nothing is not an option. The Regulator of Social Housing has made it clear that providers should not be waiting to be told what to do. The time to act is now.

    Key themes:

    • What does customer-centric cultural transformation really mean?
    • How do you go about it and what needs to change?
    • What does this mean for your KPIs, processes and reporting?
    • How do you get all colleagues on board?
    • What does success look like?

    Speakers:

    • Timo Pätiälä, Managing Director, Hellon
    • Andy Pattichis, Lead Service Designer, Hellon
    • Catherine Evans, Customer Experience Director, Stonewater.

    This event is essential for the following:

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

    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.

    This event is also being held on 19 May, 27 May and 9 June.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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 association with:

    Hellon

    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 (Webinar)
    • VenueWebinar
    • Start09 Apr 2020 10:30
    • End09 Apr 2020 13:30

    Value for Money masterclass 2020

    Details

    Value for Money masterclass 2020

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

    Hear direct from the Regulator of Social Housing's VfM lead at our popular half-day workshops

    Do you have all bases covered on value for money? The Regulator of Social Housing's latest report on the VfM metrics suggests not.

    The RSH says the quality of reporting is 'mixed' both in terms of the data being submitted and providers' ability to meet the VfM Standard's requirements.

    But fear not. With the clock ticking before the next set out of accounts are signed off, help is at hand.

    Come along to our popular VfM masterclasses in April to gain a better understanding of what the regulator expects.

    You will get to hear from RSH's VfM lead Robert Dryburgh on what 'best in class' reporting looks like while HQN Chief Executive Alistair McIntosh and Housing Finance Network Lead Associate Ian Parker, will help you pull out the detail from your own accounts and reports to ensure your returns are accurate and relevant.

    We will cover:

    • How to make sure you calculate ALL of the metrics correctly
    • How you explain trends in performance on these metrics (particularly where definitions have changed)
    • What you must put in the accounts
    • How you deal with VfM at an IDA (where the probing is intense)
    • The requirement to demonstrate that your decisions lead to “optimal benefit”
    • How to get your board up to speed on VfM
    • How to maximise the information generated by the HQN spreadsheet model.

    Sessions will cover the following:

    • The Regulator of Social Housing on what 'best in class' Value for Money reporting looks like
    • What to report in your Financial Statements – includes an interactive demonstration of the Housing Finance Network’s new CPU/VfM model
    • Where social housing VfM is going
    • Summary – do’s and don’ts.

    Speakers:

    • Robert Dryburgh, Assistant Director, Business Intelligence and VfM lead, Regulator of Social Housing
    • Alistair McIntosh, Chief Executive, HQN
    • Ian Parker, Lead Associate, Housing Finance Network

    Who should attend?

    This event 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
    • Finance teams
    • Performance teams
    • Governance teams.

    To ensure you get 'optimal benefit' from the day, Ian will also be on-hand to answer your specific VfM queries. You send your questions to us in advance at: hqn@hqnetwork.co.uk

    This event is also being held on 23 April 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start14 Apr 2020 10:00
    • End14 Apr 2020 11:00

    Customer service and coronavirus - supporting residents while working remotely

    Details

    Customer service and coronavirus

    Live webinar

    A webinar featuring Jo Causon from the Institute of Customer Service

    There is not one household in the country that has been unaffected by the coronavirus pandemic - whether it's directly through illness or as a result of the government's attempts to control its spread.

    But a disproportionate number of those most at risk are social housing residents and customer service teams have a crucial role to play in offering support to the most vulnerable, including the elderly, those with chronic illnesses, people who have lost their jobs or are struggling to feed their families.

    With teams working remotely, how is it possible to maintain a business as usual approach to customer service where residents are able to contact their landlord whenever and however they want at a time when face-to-face meetings are not an option?

    We are delighted to announce that Jo Causon, chief executive of the Institute of Customer Service, will be leading this webinar, offering advice and taking your questions. You'll also get to hear what plans other housing providers have put in place.

    This event will also be held on 20 April 2020

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £99.00 *
    Members of any HQN network: £75.00 *

    * 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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start15 Apr 2020 13:00
    • End15 Apr 2020 15:00

    Crisis communications masterclass – coronavirus response

    Details

    Crisis communications masterclass

    Live webinar

    Crisis communications skills have never been so much in demand. We’re in the middle of the biggest national crisis in decades, and many of us are learning as we go.

    This timely series of masterclasses will equip you to do the job. You’ll learn about the pattern of a crisis and explore strategies for handling crisis communications, plus you’ll get the chance to ask the experts for top tips to help you get through. 

    Agenda:

    • Intro from Bobbie Hough
    • Crisis communications – an overview – Sue Fox, Hough Bellis Communications
    • Social media in a crisis – Helen Reynolds, Comms Creatives
    • Managing the message – Bobbie Hough, Hough Bellis
    • Questions and discussions (eg, housing specifics, current media landscape, good and bad examples of communication etc).

    This event will also be held on 7 April and 17 April 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £99.00 *
    Members of any HQN network: £75.00 *

    * 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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start16 Apr 2020 10:00
    • End16 Apr 2020 13:00

    Do the right thing – the Social Value Act and procuring for communities

    Details

    Do the right thing

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is being run as a live webinar.

    Housing providers have always been proud of their social purpose – but are you really able to show the value this work brings to your residents and communities?

    Despite being deep-rooted in the ethos of most social housing providers, social value is a much-used but often wrongly-applied term. This has led to activities, such as community investment, debt advice and family support, not always being measured or accounted for consistently.

    Since the enactment of the Public Services (Social Value) Act 2012 organisations, including local authorities and housing associations, have had a legal obligation to consider the social value of their contracts, suppliers and service providers when procuring services.

    But research shows there appears to be a significant gap in the sector's knowledge of the Act and how it should be implemented. This has led to an ineffective and inconsistent approach to social value that ultimately has implications for social housing residents and wider communities.

    These one-day events, led by social impact expert Barry Malki, will offer a high-level overview of the Social Value Act covering:

    • Introduction to the Act
    • What it means in practice
    • Who are the stakeholders?
    • Examples of best practice (and bad practice)
    • Making social value effective for communities (a sample process)
    • Understanding measurement (an overview of different methods and their relevance).

    Delegates will leave with a greater understanding of the Act, and how they can start the process to embed effective practices within their organisation as well as demonstrate the difference they are making.

    The day will include group work looking at key elements of a social value strategy, such as a stakeholder analysis, and an interactive game where teams have to maximise their impact in a theoretic community.

    About Barry Malki – Barry is one of the UK’s leading experts in Community Investment and Social Impact and has undertaken a wide range of strategic consultancy for public, private and charitable organisations for many years. As well as having worked directly on a number of high-profile regeneration and investment programmes, Barry is engaged as an adviser and associate for a number of organisations, including a non-executive position of Mears Group’s Social and Diversity Impact Board. He is currently on the panel for a White Paper review of the Social Value Act due to his expertise in this area. He is a highly effective communicator, and regularly speaks at conferences and seminars about aspects of his work.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start17 Apr 2020 13:00
    • End17 Apr 2020 15:00

    Crisis communications masterclass – coronavirus response

    Details

    Crisis communications masterclass

    Live webinar

    Crisis communications skills have never been so much in demand. We’re in the middle of the biggest national crisis in decades, and many of us are learning as we go.

    This timely series of masterclasses will equip you to do the job. You’ll learn about the pattern of a crisis and explore strategies for handling crisis communications, plus you’ll get the chance to ask the experts for top tips to help you get through. 

    Agenda:

    • Intro from Bobbie Hough
    • Crisis communications – an overview – Sue Fox, Hough Bellis Communications
    • Social media in a crisis – Helen Reynolds, Comms Creatives
    • Managing the message – Bobbie Hough, Hough Bellis
    • Questions and discussions (eg, housing specifics, current media landscape, good and bad examples of communication etc).

    This event will also be held on 7 April and 15 April 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £99.00 *
    Members of any HQN network: £75.00 *

    * 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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start20 Apr 2020 13:30
    • End20 Apr 2020 14:30

    Customer service and coronavirus - supporting residents while working remotely

    Details

    Customer service and coronavirus

    Live webinar

    A webinar featuring Jo Causon from the Institute of Customer Service

    There is not one household in the country that has been unaffected by the coronavirus pandemic - whether it's directly through illness or as a result of the government's attempts to control its spread.

    But a disproportionate number of those most at risk are social housing residents and customer service teams have a crucial role to play in offering support to the most vulnerable, including the elderly, those with chronic illnesses, people who have lost their jobs or are struggling to feed their families.

    With teams working remotely, how is it possible to maintain a business as usual approach to customer service where residents are able to contact their landlord whenever and however they want at a time when face-to-face meetings are not an option?

    We are delighted to announce that Jo Causon, chief executive of the Institute of Customer Service, will be leading this webinar, offering advice and taking your questions. You'll also get to hear what plans other housing providers have put in place.

    This event will also be held on 14 April 2020

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £99.00 *
    Members of any HQN network: £75.00 *

    * 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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start21 Apr 2020 10:00
    • End21 Apr 2020 16:00

    Implementing an agile culture for the workforce of the future

    Details

    Implementing an agile culture for the workforce of the future

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

    More and more housing organisations are moving to agile ways of working seeking to realise business benefits. In a world where work is changing, don’t get left behind.

    “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 not just housing where agile is becoming popular either; it’s also increasingly popular with a variety of organisations and for different work functions.

    For some businesses, moving to agile can mean a review of their time served Flexible Working policies, but for others it means introducing agile principles and terminology into projects and for implementing new ideas.

    But how simple is “agile” to implement in any of these disciplines? What are the challenges, pitfalls and solutions? What can we learn from experiences so far?

    At this conference you’ll hear from experts thinkers and progressive practitioners from inside and out of the sector.

    Wherever you and your organisation are at on your journey to agile, you’ll learn more about key principles and methodologies for getting better business results, supporting and managing a more agile workforce and you’ll pick up and takeaway some practical ideas and tips about how to embed agile into your workforce.

    Inspirational speakers include:

    • Shaun Aldis – Chief Executive Officer at Wolverhampton Homes
    • Jeannette Jackson – Nutritional Biochemist / Sports Scientist at Manchester Stress Institute
    • Perry Timms – Chief Energy Officer at People and Transformational HR Ltd
    • Vikki Chamberlain – Learning and Development Manager at Yorkshire Housing.

    More to be announced

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start22 Apr 2020 10:00
    • End22 Apr 2020 15:00

    Nothing about us without us: co-production and resident involvement

    Details

    Nothing about us without us

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

    Specially-designed practical workshops for the HQN Residents’ Network for everyone with an interest in co-production and tenant involvement.

    "If you think that your organisation has areas that it can improve in terms of how you engage with your tenants, how you deal with repairs, how you put things right when they go wrong, don’t wait – just get in and implement those improvements. Ideally you’ll do so by co-designing those improvements with your tenants, adapted as necessary to meet local services and needs.” Fiona McGregor, Chief Executive, Regulator of Social Housing

    The Regulator of Social Housing’s message is clear – be proactive, embrace change and work with residents to deliver it. 

    It sounds easy and it is but you need to get to grips with the different approaches to co-production and design something that works for you – your organisation and your tenants.

    This specially designed workshop is for everyone interested in co-production and service user or tenant involvement. 

    It will cover:

    • What it is (and what it is not)
    • Why now – why the context is ripe
    • How to approach it with practical methods and techniques
    • How to make it work and deliver meaningful results.

    The day will be rich with models and illustrative examples both from housing and other sectors with plenty of opportunities for Q&As.

    The workshop will be delivered by Noreen Blanluet, Director at the Co-production Network for Wales: an independent organisation working to transform public services through co-production and involvement. The Network's primary focus is to grow good practice, and foster opportunities for learning and sharing across sectors.

    "Key to successful involvement activity is a recognition that it’s about effective relationships, with good communication, transparency and key values of honesty, trust and respect. This suggests that ‘how you do it’, is as important as what you do and chimes with wider findings from regulation work that it’s culture, values and behaviours which makes the critical difference between success and disaster." – Regulatory Board for Wales (The Right Stuff: Hearing the Tenants’ Voice, Review of Tenant Involvement in Wales, July 2019) 

    "For a housing association, good engagement goes beyond the interactions based around day-to-day service provision, such as collecting rents or documenting requests for repairs; it also goes beyond the traditional processes for responding to specific concerns when a customer raises an issue. In developing good engagement, housing providers have the opportunity to create an environment which supports customers to project their voice, and to take action - either independently or with their peers - to improve their community and local area." – Democratic Society

    About Noreen Blanluet

    Noreen is an experienced coach, facilitator and convenor. She’s been working as a co-production trainer and consultant, helping organisations shift to more citizen-centred approaches so has heaps of practical examples to share. Noreen is interested in lots of things – complexity, resilience, leadership, nurturing diversity and building community, innovation and continuous learning, relationships and most importantly kindness.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start22 Apr 2020 10:30
    • End22 Apr 2020 11:30

    Striking the right balance – safeguarding staff whilst delivering an essential service

    Details

    Striking the right balance

    Live Webinar

    The current situation has raised a whole range of issues for organisations to resolve – their roles as employers and protecting their staff and their role as landlords and service providers delivering an essential service to some of the most vulnerable people living in our communities.

    At a time when health and safety leads the agenda, David Gibson, Partner at Short, Richardson and Forth will talk you through the key legal points of concern that you must take into account in dealing with service provision. How to engage with your work-force and support them. How to strike the right balance providing a safe workplace and a safe home and environment for your residents.

    He’ll answer your pressing questions to give you a clear idea about how to manage the balancing act of keeping staff safe yet delivering an essential service.

    *Free for members – discretionary donation to the charity Glass Door requested.

     

    About Glass Door

    Glass Door Homeless Charity is London's largest open-access network of emergency winter shelters and support services for men and women affected by homelessness. Our vision is a world where no one has to sleep on the streets of London, and we’re working every day to achieve this. By partnering with churches to provide shelter and support, Glass Door is committed to supporting people get—and stay—off the street.

    We believe everyone has inherent dignity and we welcome those who turn to us as our guests.

    We are open to all, space permitting. We do not require our guests to fill in long, complicated forms or prove they have a local connection to gain access to our services.

    Shelter

    About 170 guests sleep in a Glass Door shelter every night in winter, making Glass Door London’s largest emergency winter night shelter network. Glass Door is able to do this thanks to partnerships with churches across West and South West London.

    Guests of our emergency shelters receive a warm welcome, a hot supper and a breakfast in the morning, cooked and served by volunteers. These free services are a life-line to those who would otherwise be sleeping on the street.

    Advice and Support

    Year-round, anyone in need can speak with dedicated caseworkers who offer advice, advocacy and practical support. 

    Guests can access the advice and support service either in the shelters or during the daytime. At the daytime drop-in centres guests can also find other services provided by the drop-ins, such as lunch, laundry and showers. 

    Through the night shelters and casework service Glass Door not only saves lives by providing refuge from the cold, we also help our guests build more stable futures. 

    Please click here to make your donation.

     

    Due to demand, please note that places are limited to five per organisation.

    find out more

    Meet At

    Further information

    Delegate fees:

    Free for members*

    *£25 donations requested which will go directly to the charity Glass Door to help rough sleepers during the Coronavirus crisis. Please click the logo below to make your donation.

    Glass Door

    Cancellations and substitutions:

    Cancellations must be made in writing, and will be acknowledged by HQN Limited. Delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start23 Apr 2020 10:30
    • End23 Apr 2020 12:30

    The road ahead: prospects for shared ownership

    Details

    The road ahead

    Webinar

    The new Conservative government is driving forward with its plans to make shared ownership the future tenure of choice for first-time buyers. But can reality match ambition?

    With the government committed to boosting homeownership levels across the UK, shared ownership will have a crucial role to play with the popular Help to Buy scheme set to end in 2023.

    New measures announced by MHCLG are designed to make shared ownership more desirable and easier to access with lower minimum stakes and staircasing levels. And social housing tenants are one of the prime targets through a new right to buy model.

    But despite the best efforts of affordable housing providers to make it a mainstream tenure, public perception of shared ownership has, until now, been very mixed.

    Issues persist, including complex rules of eligibility, the use of jargon, and concerns over the design and build quality of some shared ownership properties.

    Of more immediate concern is the impact of the coronavirus pandemic on sales and development activity, the financial pressures being placed on shared owners and the implications for the management of properties and estates along with associated service charges.

    During this special webinar, HQN's shared ownership experts Ann Faulkner and Helen Muir will explore the present and future shared ownership landscape, looking at the short-term challenges posed by the coronavirus lockdown as well as long-term prospects once the country returns to business as usual.

     

    Key sessions:

    The road ahead – opportunities and challenges

    What the Budget means for S/O

    Coronavirus: The operational picture and the view from the ground

    Calculating service charges correctly

     

    Confirmed speakers:

    Ann Faulkner, HQN associate

    Helen Muir, HQN associate

    Donna Williams, Sales and Marketing Director, Sanctuary

     

    Who should attend?

    This seminar is essential for staff at all levels within:

    Home ownership

    Leasehold management

    Sales

    Development

    Housing management delivering services for leaseholders

    Income management with a focus on leasehold

    Service charge administration

    Resources and business management

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    Early bird non members only£269.00 *

    Early bird pricing ends on 20 March 2020. 

    * 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 (Webinar)
    • VenueWebinar
    • Start23 Apr 2020 10:30
    • End23 Apr 2020 13:30

    Value for Money masterclass 2020

    Details

    Value for Money masterclass 2020

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

    Hear direct from the Regulator of Social Housing's VfM lead at our popular half-day workshops

    Do you have all bases covered on value for money? The Regulator of Social Housing's latest report on the VfM metrics suggests not.

    The RSH says the quality of reporting is 'mixed' both in terms of the data being submitted and providers' ability to meet the VfM Standard's requirements.

    But fear not. With the clock ticking before the next set out of accounts are signed off, help is at hand.

    Come along to our popular VfM masterclasses in April to gain a better understanding of what the regulator expects.

    You will get to hear from RSH's VfM lead Robert Dryburgh on what 'best in class' reporting looks like while HQN Chief Executive Alistair McIntosh and Housing Finance Network Lead Associate Ian Parker, will help you pull out the detail from your own accounts and reports to ensure your returns are accurate and relevant.

    We will cover:

    • How to make sure you calculate ALL of the metrics correctly
    • How you explain trends in performance on these metrics (particularly where definitions have changed)
    • What you must put in the accounts
    • How you deal with VfM at an IDA (where the probing is intense)
    • The requirement to demonstrate that your decisions lead to “optimal benefit”
    • How to get your board up to speed on VfM
    • How to maximise the information generated by the HQN spreadsheet model.

    Sessions will cover the following:

    • The Regulator of Social Housing on what 'best in class' Value for Money reporting looks like
    • What to report in your Financial Statements – includes an interactive demonstration of the Housing Finance Network’s new CPU/VfM model
    • Where social housing VfM is going
    • Summary – do’s and don’ts.

    Speakers:

    • Robert Dryburgh, Assistant Director, Business Intelligence and VfM lead, Regulator of Social Housing
    • Alistair McIntosh, Chief Executive, HQN
    • Ian Parker, Lead Associate, Housing Finance Network

    Who should attend?

    This event 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
    • Finance teams
    • Performance teams
    • Governance teams.

    To ensure you get 'optimal benefit' from the day, Ian will also be on-hand to answer your specific VfM queries. You send your questions to us in advance at: hqn@hqnetwork.co.uk

    This event is also being held on 9 April 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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. There is no refund for non-attendance, but delegates may be substituted at any time.

    • Event TypeHQN Event (Webinar)
    • VenueWebinar
    • Start04 May 2020 10:00
    • End04 May 2020 16:00

    The art of leadership

    Details

    The art of leadership

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

    Maintaining affordable rents, building new and maintaining existing housing stock and a relentless focus on health and safety are just a few of the many challenges facing our sector. All this against a backdrop of reducing budgets and the inevitable need to do more with less. Things are tough. So inspiring the best performance from your people is critical.

    This workshop explores the fundamental principles of being a great leader building your personal leadership style and raising your awareness of what can hinder your performance; establishing an understanding of how your leadership profile can support or hinder the performance of your team; and connects your leadership style with challenges at work so that you can practise being at your best under pressure.

    Only 30 places available so book now.

    Overview of the day

    • Leadership within management
    • The fundamental principles of leading and enabling others
    • Winning hearts and minds
    • Creating clarity of what you’re trying to achieve
    • Leadership styles and behaviours
    • Leadership profiling assessment
    • Controlling our behaviours to be at our best
    • Performance under pressure
    • Improving leadership back in the business.

    The one-day Art of leadership course is specifically designed for established housing leaders and those with the potential to become one. The event is a chance to:

    • Learn how to transform leadership within your organisation
    • Inspire and grow future leaders
    • Leave with some practical leadership development insight and tools.

    The Trust's philosophy is to show and coach people, guiding them to their own conclusions. It has its own leadership development assessment tool – which will be used during the event – which is designed to give individuals an understanding of their preferred leadership styles and drivers.

    Robin Lawrence – Workshop Director

    Robin is a specialist in leadership development and personal effectiveness.

    Robin’s work is primarily focused on developing and running customised programmes but he also delivers The Trust’s open leadership programmes. Robin obtained a distinction for his diploma in coaching and is also accredited with The Leadership Trust as an executive coach. Robin is one of the few John Adair Accredited Trainers for Action Centred Leadership. In 2017, Robin became BPS Accredited as Test user: Occupational - Ability and Personality and using tools such as Talent Q's Dimensions and Elements.

    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.

    Robin is also a regular guest speaker and MC at breakfast sessions, events and exhibitions covering a myriad of leadership and management related topics.

    Robin has over 20 years experience of working at senior levels within the corporate world. This has helped develop his practical business, management and leadership skills, and has seen him build high performing teams,  un successful projects and work closely with other global companies as well as many UK based SMEs.

    His corporate career also involved product and project management roles which in one instance led to a 'world first'. Robin also ran a marketing department within one of the UK’s leading blue chip telecommunications  companies, during which time that department’s revenues increased from £40m to £750m. He also served on the board of the London Borough of Waltham Forest’s Housing organisation, Ascham Homes, as a non-executive director.

    He is currently director and founder of a company to provide coaching based development services to professionals, specialising in leadership, team dynamics and communications. During this time he developed the highly regarded 'Every Teacher Matters®' programme aimed at assisting teaching professionals and school SLTs to improve leadership skills and personal effectiveness.

    This event will also be held on 15 May 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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:

    Leadership trust

    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
    • VenueChester
    • Start07 May 2020 10:00
    • End07 May 2020 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 being held on 19 May and 2 June 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £160.00 *

    * 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 (Webinar)
    • VenueWebinar
    • Start15 May 2020 10:00
    • End15 May 2020 16:00

    The art of leadership

    Details

    The art of leadership

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

    Maintaining affordable rents, building new and maintaining existing housing stock and a relentless focus on health and safety are just a few of the many challenges facing our sector. All this against a backdrop of reducing budgets and the inevitable need to do more with less. Things are tough. So inspiring the best performance from your people is critical.

    This workshop explores the fundamental principles of being a great leader building your personal leadership style and raising your awareness of what can hinder your performance; establishing an understanding of how your leadership profile can support or hinder the performance of your team; and connects your leadership style with challenges at work so that you can practise being at your best under pressure.

    Only 30 places available so book now.

    Overview of the day

    • Leadership within management
    • The fundamental principles of leading and enabling others
    • Winning hearts and minds
    • Creating clarity of what you’re trying to achieve
    • Leadership styles and behaviours
    • Leadership profiling assessment
    • Controlling our behaviours to be at our best
    • Performance under pressure
    • Improving leadership back in the business.

    The one-day Art of leadership course is specifically designed for established housing leaders and those with the potential to become one. The event is a chance to:

    • Learn how to transform leadership within your organisation
    • Inspire and grow future leaders
    • Leave with some practical leadership development insight and tools.

    The Trust's philosophy is to show and coach people, guiding them to their own conclusions. It has its own leadership development assessment tool – which will be used during the event – which is designed to give individuals an understanding of their preferred leadership styles and drivers.

    Robin Lawrence – Workshop Director

    Robin is a specialist in leadership development and personal effectiveness.

    Robin’s work is primarily focused on developing and running customised programmes but he also delivers The Trust’s open leadership programmes. Robin obtained a distinction for his diploma in coaching and is also accredited with The Leadership Trust as an executive coach. Robin is one of the few John Adair Accredited Trainers for Action Centred Leadership. In 2017, Robin became BPS Accredited as Test user: Occupational – Ability and Personality and using tools such as Talent Q's Dimensions and Elements.

    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.

    Robin is also a regular guest speaker and MC at breakfast sessions, events and exhibitions covering a myriad of leadership and management related topics.

    Robin has over 20 years experience of working at senior levels within the corporate world. This has helped develop his practical business, management and leadership skills, and has seen him build high performing teams,  un successful projects and work closely with other global companies as well as many UK based SMEs.

    His corporate career also involved product and project management roles which in one instance led to a 'world first'. Robin also ran a marketing department within one of the UK’s leading blue chip telecommunications  companies, during which time that department’s revenues increased from £40m to £750m. He also served on the board of the London Borough of Waltham Forest’s Housing organisation, Ascham Homes, as a non-executive director.

    He is currently director and founder of a company to provide coaching based development services to professionals, specialising in leadership, team dynamics and communications. During this time he developed the highly regarded 'Every Teacher Matters®' programme aimed at assisting teaching professionals and school SLTs to improve leadership skills and personal effectiveness.

    This event will also be held on 4 May 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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:

    Leadership Trust

    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
    • VenueLeicester
    • Start19 May 2020 10:00
    • End19 May 2020 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 being held on 7 May and 2 June 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £160.00 *

    * 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 (Webinar)
    • VenueWebinar
    • Start19 May 2020 10:30
    • End19 May 2020 12:30

    Customer-centric cultural transformation

    Details

    Customer-centric cultural transformation

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar from 10.30am to 12.30pm. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

    With the White Paper on the way, doing nothing is not an option

    With tenant empowerment, customer service and proactive consumer regulation set to be at the heart of the upcoming Social Housing White Paper, the case for a customer-centric approach to delivering services has never been more compelling.

    But, as many organisations are already discovering, the desire to do things differently can only become reality through genuine culture change that transforms the way every colleague (regardless of role and status) thinks and acts.

    By its very nature, cultural transformation isn't easy and the majority of businesses, while claiming they have the customer in the centre, try to fit any new approach into existing processes and KPIs.

    To become truly customer-centric, the KPIs, processes and values of the organisation need to be built around the people you serve by understanding their true needs and the context in which they live their lives. Customer journey mapping will only get you so far.

    This type of transformation therefore requires a major cultural shift, and courage from the organisation to step into the customers shoes and co-create with them. This journey is different for every organisation and you need to know where to start or how to overcome obstacles if you’ve got stuck.

    At this interactive event run by the market-leading, customer-centric service design agency Hellon you will learn about the transformation process towards customer-centricity, how to overcome the challenges of embedding genuine change into your organisation, and recommendations for how to ensure buy-in and reach.

    Through examples, the Hellon team will illustrate ways of igniting and driving change, followed by an interactive session to bring this knowledge to life.

    The day will also include practical sessions from organisations that have successfully embedded a customer-centric approach by transforming their culture.

    Doing nothing is not an option. The Regulator of Social Housing has made it clear that providers should not be waiting to be told what to do. The time to act is now.

    Key themes:

    • What does customer-centric cultural transformation really mean?
    • How do you go about it and what needs to change?
    • What does this mean for your KPIs, processes and reporting?
    • How do you get all colleagues on board?
    • What does success look like?

    Speakers:

    • Timo Pätiälä, Managing Director, Hellon
    • Andy Pattichis, Lead Service Designer, Hellon
    • Sue Shirt, Executive Director - Housing, Stonewater.

    This event is essential for the following:

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

    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.

    Last few places remaining

    This event is also being held on 8 April27 May and 9 June.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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 association with:

    Hellon

    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 (Webinar)
    • VenueWebinar
    • Start27 May 2020 10:30
    • End27 May 2020 12:30

    Customer-centric cultural transformation

    Details

    Customer-centric cultural transformation

    Live webinar

    Please note: In the interests of our members and the wider housing community, this event is now being run as a live webinar from 10.30am to 12.30pm. For those interested in taking part in the webinar who haven't previously booked, places are available priced £150 + VAT for members and £175 + VAT for non-members. Anyone who has already booked their place will be notified separately and sent joining instructions in due course.

    With the White Paper on the way, doing nothing is not an option

    With tenant empowerment, customer service and proactive consumer regulation set to be at the heart of the upcoming Social Housing White Paper, the case for a customer-centric approach to delivering services has never been more compelling.

    But, as many organisations are already discovering, the desire to do things differently can only become reality through genuine culture change that transforms the way every colleague (regardless of role and status) thinks and acts.

    By its very nature, cultural transformation isn't easy and the majority of businesses, while claiming they have the customer in the centre, try to fit any new approach into existing processes and KPIs.

    To become truly customer-centric, the KPIs, processes and values of the organisation need to be built around the people you serve by understanding their true needs and the context in which they live their lives. Customer journey mapping will only get you so far.

    This type of transformation therefore requires a major cultural shift, and courage from the organisation to step into the customers shoes and co-create with them. This journey is different for every organisation and you need to know where to start or how to overcome obstacles if you’ve got stuck.

    At this interactive event run by the market-leading, customer-centric service design agency Hellon you will learn about the transformation process towards customer-centricity, how to overcome the challenges of embedding genuine change into your organisation, and recommendations for how to ensure buy-in and reach.

    Through examples, the Hellon team will illustrate ways of igniting and driving change, followed by an interactive session to bring this knowledge to life.

    The day will also include practical sessions from organisations that have successfully embedded a customer-centric approach by transforming their culture.

    Doing nothing is not an option. The Regulator of Social Housing has made it clear that providers should not be waiting to be told what to do. The time to act is now.

    Key themes:

    • What does customer-centric cultural transformation really mean?
    • How do you go about it and what needs to change?
    • What does this mean for your KPIs, processes and reporting?
    • How do you get all colleagues on board?
    • What does success look like?

    Speakers:

    • Timo Pätiälä, Managing Director, Hellon
    • Andy Pattichis, Lead Service Designer, Hellon.

    This event is essential for the following:

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

    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.

    This event is also being held on 8 April19 May and 9 June.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    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 association with:

    Hellon

    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
    • Start02 Jun 2020 10:00
    • End02 Jun 2020 14:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshop

    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 on 7 May and 19 May 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £160.00 *

    * 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
    • VenueManchester
    • Start09 Jun 2020 10:00
    • End09 Jun 2020 16:00

    Customer-centric cultural transformation

    Details

    Customer-centric cultural transformation

    With the White Paper on the way, doing nothing is not an option

    With tenant empowerment, customer service and proactive consumer regulation set to be at the heart of the upcoming Social Housing White Paper, the case for a customer-centric approach to delivering services has never been more compelling.

    But, as many organisations are already discovering, the desire to do things differently can only become reality through genuine culture change that transforms the way every colleague (regardless of role and status) thinks and acts.

    By its very nature, cultural transformation isn't easy and the majority of businesses, while claiming they have the customer in the centre, try to fit any new approach into existing processes and KPIs.

    To become truly customer-centric, the KPIs, processes and values of the organisation need to be built around the people you serve by understanding their true needs and the context in which they live their lives. Customer journey mapping will only get you so far.

    This type of transformation therefore requires a major cultural shift, and courage from the organisation to step into the customers shoes and co-create with them. This journey is different for every organisation and you need to know where to start or how to overcome obstacles if you’ve got stuck.

    At this interactive event run by the market-leading, customer-centric service design agency Hellon you will learn about the transformation process towards customer-centricity, how to overcome the challenges of embedding genuine change into your organisation, and recommendations for how to ensure buy-in and reach.

    Through examples, the Hellon team will illustrate ways of igniting and driving change, followed by an interactive session to bring this knowledge to life.

    The day will also include practical sessions from organisations that have successfully embedded a customer-centric approach by transforming their culture.

    Doing nothing is not an option. The Regulator of Social Housing has made it clear that providers should not be waiting to be told what to do. The time to act is now.

    Key themes:

    • What does customer-centric cultural transformation really mean?
    • How do you go about it and what needs to change?
    • What does this mean for your KPIs, processes and reporting?
    • How do you get all colleagues on board?
    • What does success look like?

    Speakers:

    • Timo Pätiälä, Managing Director, Hellon
    • Andy Pattichis, Lead Service Designer, Hellon.

    This event is essential for the following:

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

    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.

    This event is also being held on 8 April19 May and 27 May.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *

    Members of any HQN network: £219.00 *

    Early bird non members only£269.00 *

    Early bird pricing ends on 8 May 2020.

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

    In association with:

    Hellon

    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
    • VenueYork
    • Start11 Jun 2020 10:00
    • End11 Jun 2020 16:30

    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.”

    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.

    Those who attend will receive a complimentary copy of our landlord safety compliance toolkit.

    This event is also being held on 17 September 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    Early bird non members only£269.00 *

    Early bird pricing ends on 8 May 2020.

    * 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
    • Start17 Jun 2020 10:00
    • End17 Jun 2020 16:00

    Leading change

    Details

    Leading change

    Change. It's ironic that it seems to be the only constant in organisational life. All too often change brings disruption, poor performance and an uncomfortable negative atmosphere, which isn't good for anyone. But change can be a force for good. It can drive innovation, motivate great thinking and lead to better ways of achieving success.

    This workshop explores change from a variety of angles. Whether you are instigating change, and most of us are at some level, or dealing with change initiated by others, this session will look at core principles to consider how to make those processes more positive. The links to the Art of Leadership will be seen as we go deeper into how we achieve the balance between task and people whilst looking at emotional responses, culture, resilience, strategic thinking and relationship management. All key components of Leading Change.

    Only 30 places available so book now.

    Overview of the day

    • The emotional journey of change
    • What constitutes change in reality?
    • How do leaders effectively respond to change?
    • The cultural impact of change
    • Values, habits and institutional thinking
    • An organisation’s cultural web
    • Leaders personal responsibilities
    • The four pillars of high performing teams
    • Resilience within a changing world
    • Area of influence and decision making
    • Managing relationships.

    This workshop is ideal for those who have attended The Art of Leadership workshop but does not exclude those who have not. It will reprise core leadership principles within the session. It may well inspire some to want to attend future workshops and programmes.

    Robin Lawrence – Workshop Director

    Robin is a specialist in leadership development and personal effectiveness.

    Robin’s work is primarily focused on developing and running customised programmes but he also delivers The Trust’s open leadership programmes. Robin obtained a distinction for his diploma in coaching and is also accredited with The Leadership Trust as an executive coach. Robin is one of the few John Adair Accredited Trainers for Action Centred Leadership. In 2017, Robin became BPS Accredited as Test user: Occupational - Ability and Personality and using tools such as Talent Q's Dimensions and Elements.

    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.

    Robin is also a regular guest speaker and MC at breakfast sessions, events and exhibitions covering a myriad of leadership and management related topics.

    Robin has over 20 years experience of working at senior levels within the corporate world. This has helped develop his practical business, management and leadership skills, and has seen him build high performing teams,  un successful projects and work closely with other global companies as well as many UK based SMEs.

    His corporate career also involved product and project management roles which in one instance led to a 'world first'. Robin also ran a marketing department within one of the UK’s leading blue chip telecommunications  companies, during which time that department’s revenues increased from £40m to £750m. He also served on the board of the London Borough of Waltham Forest’s Housing organisation, Ascham Homes, as a non-executive director.

    He is currently director and founder of a company to provide coaching based development services to professionals, specialising in leadership, team dynamics and communications. During this time he developed the highly regarded 'Every Teacher Matters®' programme aimed at assisting teaching professionals and school SLTs to improve leadership skills and personal effectiveness.

    This event is also being held on 18 June and 19 June 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    Early bird non members only: £269.00 *

    Early bird pricing ends on Friday 15 May 2020.

    * 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:

    Leadership Trust

    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 Jun 2020 10:00
    • End18 Jun 2020 16:00

    Leading change

    Details

    Leading change

    Change. It's ironic that it seems to be the only constant in organisational life. All too often change brings disruption, poor performance and an uncomfortable negative atmosphere, which isn't good for anyone. But change can be a force for good. It can drive innovation, motivate great thinking and lead to better ways of achieving success.

    This workshop explores change from a variety of angles. Whether you are instigating change, and most of us are at some level, or dealing with change initiated by others, this session will look at core principles to consider how to make those processes more positive. The links to the Art of Leadership will be seen as we go deeper into how we achieve the balance between task and people whilst looking at emotional responses, culture, resilience, strategic thinking and relationship management. All key components of Leading Change.

    Only 30 places available so book now.

    Overview of the day

    • The emotional journey of change
    • What constitutes change in reality?
    • How do leaders effectively respond to change?
    • The cultural impact of change
    • Values, habits and institutional thinking
    • An organisation’s cultural web
    • Leaders personal responsibilities
    • The four pillars of high performing teams
    • Resilience within a changing world
    • Area of influence and decision making
    • Managing relationships.

    This workshop is ideal for those who have attended The Art of Leadership workshop but does not exclude those who have not. It will reprise core leadership principles within the session. It may well inspire some to want to attend future workshops and programmes.

    Robin Lawrence – Workshop Director

    Robin is a specialist in leadership development and personal effectiveness.

    Robin’s work is primarily focused on developing and running customised programmes but he also delivers The Trust’s open leadership programmes. Robin obtained a distinction for his diploma in coaching and is also accredited with The Leadership Trust as an executive coach. Robin is one of the few John Adair Accredited Trainers for Action Centred Leadership. In 2017, Robin became BPS Accredited as Test user: Occupational - Ability and Personality and using tools such as Talent Q's Dimensions and Elements.

    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.

    Robin is also a regular guest speaker and MC at breakfast sessions, events and exhibitions covering a myriad of leadership and management related topics.

    Robin has over 20 years experience of working at senior levels within the corporate world. This has helped develop his practical business, management and leadership skills, and has seen him build high performing teams,  un successful projects and work closely with other global companies as well as many UK based SMEs.

    His corporate career also involved product and project management roles which in one instance led to a 'world first'. Robin also ran a marketing department within one of the UK’s leading blue chip telecommunications  companies, during which time that department’s revenues increased from £40m to £750m. He also served on the board of the London Borough of Waltham Forest’s Housing organisation, Ascham Homes, as a non-executive director.

    He is currently director and founder of a company to provide coaching based development services to professionals, specialising in leadership, team dynamics and communications. During this time he developed the highly regarded 'Every Teacher Matters®' programme aimed at assisting teaching professionals and school SLTs to improve leadership skills and personal effectiveness.

    This event is also being held on 17 June and 19 June 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    Early bird non members only: £269.00 *

    Early bird pricing ends on Friday 15 May 2020.

    * 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 partenrship with:

    Leadership Trust

    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
    • Start19 Jun 2020 10:00
    • End19 Jun 2020 16:00

    Leading change

    Details

    Leading change

    Change. It's ironic that it seems to be the only constant in organisational life. All too often change brings disruption, poor performance and an uncomfortable negative atmosphere, which isn't good for anyone. But change can be a force for good. It can drive innovation, motivate great thinking and lead to better ways of achieving success.

    This workshop explores change from a variety of angles. Whether you are instigating change, and most of us are at some level, or dealing with change initiated by others, this session will look at core principles to consider how to make those processes more positive. The links to the Art of Leadership will be seen as we go deeper into how we achieve the balance between task and people whilst looking at emotional responses, culture, resilience, strategic thinking and relationship management. All key components of Leading Change.

    Only 30 places available so book now.

    Overview of the day

    • The emotional journey of change
    • What constitutes change in reality?
    • How do leaders effectively respond to change?
    • The cultural impact of change
    • Values, habits and institutional thinking
    • An organisation’s cultural web
    • Leaders personal responsibilities
    • The four pillars of high performing teams
    • Resilience within a changing world
    • Area of influence and decision making
    • Managing relationships.

    This workshop is ideal for those who have attended The Art of Leadership workshop but does not exclude those who have not. It will reprise core leadership principles within the session. It may well inspire some to want to attend future workshops and programmes.

    Robin Lawrence – Workshop Director

    Robin is a specialist in leadership development and personal effectiveness.

    Robin’s work is primarily focused on developing and running customised programmes but he also delivers The Trust’s open leadership programmes. Robin obtained a distinction for his diploma in coaching and is also accredited with The Leadership Trust as an executive coach. Robin is one of the few John Adair Accredited Trainers for Action Centred Leadership. In 2017, Robin became BPS Accredited as Test user: Occupational - Ability and Personality and using tools such as Talent Q's Dimensions and Elements.

    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.

    Robin is also a regular guest speaker and MC at breakfast sessions, events and exhibitions covering a myriad of leadership and management related topics.

    Robin has over 20 years experience of working at senior levels within the corporate world. This has helped develop his practical business, management and leadership skills, and has seen him build high performing teams,  un successful projects and work closely with other global companies as well as many UK based SMEs.

    His corporate career also involved product and project management roles which in one instance led to a 'world first'. Robin also ran a marketing department within one of the UK’s leading blue chip telecommunications  companies, during which time that department’s revenues increased from £40m to £750m. He also served on the board of the London Borough of Waltham Forest’s Housing organisation, Ascham Homes, as a non-executive director.

    He is currently director and founder of a company to provide coaching based development services to professionals, specialising in leadership, team dynamics and communications. During this time he developed the highly regarded 'Every Teacher Matters®' programme aimed at assisting teaching professionals and school SLTs to improve leadership skills and personal effectiveness.

    This event is also being held on 17 June and 18 June 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    Early bird non members only: £269.00 *

    Early bird pricing ends on Friday 15 May 2020.

    * 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:

    Leadership trust

    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
    • Start24 Jun 2020 10:00
    • End24 Jun 2020 16:00

    Man = Woman: Gender equality in the workplace

    Details

    Man = Woman: gender equality in the workplace

    In June we will be running a different type of event for HQN: An Open Space event. Open Space is a method whereby participants choose the topics for workshops on the day, through a facilitated process, on the topics they are most interested in; and then choose the workshops they want to go to. So rather than listening to ‘experts’, you will be the experts, sharing your expertise with each other. This form of conference can generate an energy, engagement and excitement very different from that at more traditional conferences.

    Open Space Technology was first used by an American, Harrison Owen over 30 years ago, when he realised that the best bit about conferences were the coffee breaks where most of the business was done! It’s been used all around the world for groups large and small, for as short as an hour and over multiple days in some cases. Both public and commercial organisations have found Open Space particularly effective to generate ideas and new ways of thinking.

    We decided to put on an Open Space event, partly as this reflects feedback from those of you who attended our conference last November – many of you said that you found the participative sessions most useful and indeed the world café taster that we did at the end is very similar to Open Space. So we wanted to do more of that at our next event.

    We also wanted to model a more participative and less hierarchical way of running an event – one that many housing associations could and do use when working with their communities.

    The overall theme will be “Gender in the Workplace”. This will be the culmination of the Equality and Diversity Network’s focus on this topic, which includes a toolkit and best practice groups on the subject.

    So, what we discuss at the event within the broad topic will be up to you. Some examples might include (if participants call workshops on them):

    • Gender pay gap
    • Breaking through the glass ceiling
    • Culture change
    • Mentoring
    • Harassment in the workplace
    • Men as allies
    • Flexible working
    • How domestic work is shared
    • Ways in which men are disadvantaged in the workplace
    • Diversifying the Top Team and boards.

    But it will be your call.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    Early bird non members only: £269.00 *

    Early bird pricing ends on 22 May 2020.

    * 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 Jun 2020 10:00
    • End30 Jun 2020 16:00

    The Leasehold Management Summit 2020

    Details

    The Leasehold Management Summit 2020

    Following the success of last year’s Leasehold Management Summit, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    Early bird non members only£269.00 *

    Early bird pricing ends on 29 May 2020. 

    * 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
    • Venue200 SVS Conference & Events
    • Address 200 St Vincent St, Glasgow , G2 5SG
    • Start25 Aug 2020 10:00
    • End25 Aug 2020 16:00

    The RIEN Scottish Annual Conference 2020 – Managing income and sustaining tenancies

    Details

    The RIEN Scottish Annual Conference 2020

    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 take a close look at what’s happening in the world of housing income management.

    This year’s programme

    Chair: 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 with a wealth of positive practice examples and the key features of top performing housing providers across the UK. He will also lead the afternoon’s positive practice and innovation workshop. 

    Gail Ward, Housing Policy Officer at Highland Council, will present a positive practice case study on the income management strategy at the Highland Council.

    Kirsty Ward, Group Universal Credit Lead at the Wheatley Group will also present a case study on their income management policy, including practical performance tips and ideas. 

    Karen Hurst, Policy Officer from the Association of British Credit Unions, will speak about how tenancy sustainment and a reduction in rent arrears can be achieve through the use of Credit Unions. 

    Maggie Houghton, Programme Manager for the Hyde Foundation will be joining us to present a powerful and practical session on "Mental Health and Rent Arrears in Social Housing; Facts and solutions".

    If you want to be there, book now as places will go fast!

    Feedback from RIEN Scottish training and national annual conferences

    'Excellent chair, full agenda covering all aspects of RSCs and local authorities.'

    'Fantastic event with an interesting approach'

    'Presentations were well prepared and presented.'

    'Tony was an excellent trainer, kept the group motivated.'

    find out more

    Meet At

    Further information

    Delegate fees:

    First place: FREE! 

    Additional places are priced at £99* each

    * 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
    • Start17 Sep 2020 10:00
    • End17 Sep 2020 16:30

    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.”

    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.

    Those who attend will receive a complimentary copy of our landlord safety compliance toolkit.

    This event is also being held on 11 June 2020.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    Early bird non members only£269.00 *

    Early bird pricing ends on 14 August 2020.

    * 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.

  1. Remote control – the smart homes and predictive technology conference

    Details

    Remote control

    Doing nothing is not an option but with so much hype about smart homes, how do we discover and invest in the best solutions for our residents? Find out at this one-day conference for social housing providers.

    The latest research tells us that 15 million homes in the UK now have at least one 'smart' device.

    The technology is available now, the cost is coming down, and consumers – including our residents – are keen to embrace it. But how many social housing providers are actually investing in smart home technology? And what are the priorities?

    At this very moment, people can feel the effect of the Internet of Things (IoT) in their lives, without necessarily understanding the science behind it. Smartphones, smart bulbs, smart thermostats, smart household appliances and even smart security systems can all operate with no, or very limited, human interaction.

    Thanks to advancements in artificial intelligence, over the next few years the smartest homes will be able to learn about their owners or occupants, eventually anticipating their needs. This growth in predictive technology has potentially huge benefits for social housing organisations.

    A smart thermostat is designed to heat a property in the most efficient way. It adapts to your lifestyle so it knows what rooms to heat up, understands when to switch on and off, and how long it takes to heat your home. Ultimately, it will help to make homes more energy efficient and bring down fuel bills.

    Smart sensors, meanwhile, will keep tabs on our wellbeing. Health applications will drive at least some of the smart home growth over the next decade. Cameras and sensors embedded in refrigerators will suggest more nutritious alternatives to sugary drinks and snacks. Similar technology in medicine cabinets will check if residents have taken their prescriptions, and sensors will even show up in toilets to check for signs of any potential health conditions by scanning human waste before it’s flushed.

    There are also considerable business benefits for housing providers. As a sector, if we can find new ways to monitor the performance of our properties, we can design maintenance schedules that reduce our repair bills by anticipating issues before they occur and use cheaper, preventative fixes.

    Of course, as our homes learn more about us, keeping them secure will become all the more important. Every device that’s connected to the internet is a potential target for hackers. When we’re talking about devices that can unlock our homes from afar, peer into our living rooms using cameras, and collect our most sensitive and personal data, cybersecurity is vital.

    And with so much hype about smart homes and so many companies competing for a space in a growing and increasingly competitive market, how do we know we are investing in the best solutions for our residents?

    At this major one-day conference, we will explore the opportunities and challenges smart technology present to housing providers. We will hear from those who have already tried and tested different products and systems in a real-life environment and hear from academics, experts and practitioners about what works, what doesn't and why doing nothing is not an option.

    Key themes:

    • Smart homes and social housing – making IoT technology work for our properties and residents
    • Showcasing new smart home technology and its practical uses
    • Understanding the business benefits of predictive technology
    • The importance of data integrity and security
    • Utilising smart homes to reduce household energy demand and cut fuel bills.

    Confirmed speakers:

    • Vinnett Taylor, former Head of IoT at O2, technology expert and consultant – Chair
    • Nick Atkin, Chief Executive, Yorkshire Housing
    • Simon Williams, Head of Delivery, Gateshead Innovation Village – Home Group
    • Jay Saggar, Digital Lead, HACT and the HACT LaunchPad
    • Casey Cole, CEO, Guru systems
    • Craig Round, Business Analyst, The Regenda Group
    • Tim Willcocks, Executive Director of Development, Richmond Housing Partnership

    Vinnett Taylor, former Head of IoT at O2, technology expert and consultant

    Vinnett is a recognised IoT thought leader and a regular speaker at Government policy and industry conferences.

    She has represented O2 for several Government-funded project boards, including 'Driven' which is trailing a fleet of driverless vehicles using UK-built software between Oxford and London, and GATEway (Greenwich Automated Transport Environment) conducting several different trials to understand how people respond, engage with and accept automated/Driverless vehicles.

    Before O2, Vinnett founded and ran a technology management consultancy company, which assisted businesses at all stages from start-ups, through the growth and scale-up to blue chips. Vinnett provided Strategic IT, Telecommunications, M2M and IoT solutions for customers, in addition to publishing papers on the IoT.

    Previously, Vinnett was a partner director working at several companies including EE, Toshiba, and Symantec.

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    Further information

    Delegate fees:
    Full price: £299.00 *
    Members of any HQN network: £219.00 *

    *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.

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