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  1. GDPR 2020 – lessons learned from the first 20 months

    Details

    GDPR 2020

    Get up to date with GDPR and reflect on the lessons learned at these bespoke events for housing professionals.

    The introduction of the General Data Protection Regulation (GDPR) fundamentally changed the way we handle and use people's personal information.

    25 May 2018; the day the new legislation came into effect, was marked by messages of impending doom and the threat of extortionate fines for organisations if they did not comply. Not to mention millions of emails from organisations that you hadn’t heard from in years asking for consent to process your data. 

    But as we enter 2020, what has the practical impact of GDPR been on the housing sector?

    This interactive event, led by GDPR experts Jill Jones and Helen Iles, will discuss the latest developments in GDPR and reflect on the lessons learned to date, focusing on common pitfalls in the sector, how to effectively manage a data breach and how you can measure your organisation's compliance with GDPR.

    Sessions will cover:

    • GDPR – A look back to May 2018 – What were the changes
    • Fast forward to 2020 – where are we now and what has happened
    • The challenges which the housing sector has faced, including recent case studies
    • Are you on the right track? Practical tools and techniques to help keep you on the right side of the law.

    What will delegates learn?

    • A reminder of the changes brought in by GDPR and what they have meant in practical terms to the housing sector
    • The latest developments in GDPR
    • The common pitfalls with GDPR compliance and how to avoid them
    • Dealing with breaches
    • Measuring your organisations compliance with the GDPR toolkit.

    Confirmed speakers:

    • Jill Jones, Director, The Assurance Hub
    • Steve Kuncewicz, Partner, BLM

    Who should attend?

    This event is essential for data protection officers, directors, managers and board members wanting to improve their understanding of GDPR, check their organisation’s compliance and learn lessons from the first 20 months.

    About our speakers

    Jill Jones is a registered risk practitioner, specialising in risk management services, compliance with GDPR and business continuity/emergency planning. She has over 15 years’ experience in governance, assurance, health and safety and risk management. She has worked predominantly in the social housing and charitable sectors for the last 10 years and also has a wealth of experience in the private sector.

    This event is also be held in Birmingham.

    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 December 2019. 

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

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

    Map and directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

  2. 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.

    Sold out

    To join the waiting list, please email events@hqnetwork.co.uk

    This event is also taking place in Leeds, Bristol and Manchester.

    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.

    Map and directions: 

    Click here to download directions to the venue  

    Cancellations and substitutions:

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

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

  3. Gotcha! Getting to grips with annual reports

    Details

    Gotcha! Getting to grip with annual reports

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

    Stop press!

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

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

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

    Hatchet job!

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

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

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

    Our team of experts will:

    • Study delegates’ annual reports
    • Produce a mock annual report with some flaws for the delegates to analyse
    • Provide guidance for producing a good annual report
    • Explore the various different formats.

    Delegates will go away inspired with loads of tips for transforming their reports.

    find out more

    Meet At

    Delegate fees:

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

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

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

    Map and directions: 

    Click here to download directions to the venue

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

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

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

  4. Managing compliance

    Details

    Managing compliance

    Join us for an informative day crammed full of useful information relating to key landlord safety compliance areas, such gas and other heating sources, asbestos management, water hygiene, fixed electrical inspections and passenger and other lifts and lifting equipment.

    Find out your responsibilities in terms of compliance, what you can do to ensure you are meeting the requirements of legislation as well as keeping your tenants safe in their homes. We’ll also have an overview of the key recommendations that came out of phase one of the Grenfell Tower Inquiry as we hear from the Director of Safety at L&Q who will tell us what they are doing to address those recommendations.

    We will be covering:

    Asbestos

    • What is your duty to manage?
    • Domestic surveys requirements (and re-inspections)
    • Survey scopes and understanding the ‘results’ of the survey

    Electrical safety – EICRs

    • Why risk-based programmes are important
    • Dealing with ‘Unsatisfactory’ actions (C1, C2, FI etc – timeline for remedial actions and prioritising re-wire programmes etc
    • Lessons learned from Regulatory Notices (England)

    Water hygiene/Legionella 

    • The ‘Causative Chain’ – what you should be focusing on to comply with the requirements of L8

    Passenger lifts, stairlifts, bath hoists, through-floor lifts

    • What are the requirements to ensure you comply with the Regulations and best practice in the sector – to ‘LOLER’ or not?

    Fire safety – where are we at? (Case study from L&Q) 

    • As an early adopter what have we learned?
    • Recommendations from the Grenfell Tower Inquiry (Phase 1 report) – what should organisations expect?
    • Building Safety Managers – are you ready?

    Who should attend?

    CEOs, board members, compliance managers and officers, directors and health and safety professionals.

    Our speakers

    We have a great selection of speakers, all of whom are experts in their field and have fantastic technical knowledge as well as experience of the social housing sector. The day will be chaired by Vicki Cutler who, as a Chartered Fellow of IOSH, has worked in the social housing sector as a health, safety and compliance specialist for many years. Vicki will be joined by:

    • Matt Dawes/John Haley, Senior Asbestos Trainers with Bradley Environmental
    • Chris Brown, Independent Water Hygiene Consultant
    • Spencer Henry, Electrical Consultant at Morgan Lambert
    • Steve Pettitt, Director of Safety at L&Q
    • Peter Leavers, Director, Stonewood Lift Consultants.

    Plus others who have been invited.

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

    This event is also being held in London and York.

    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 27 December 2019. 

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

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

    Map and directions: 

    Click here to download directions to the venue

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

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

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

  5. Above and beyond – new approaches to allocations and lettings

    Details

    Above and beyond

    ‘Who gets housed’, ‘how’ and ‘when, if at all’ are vital questions for councils, housing associations, third sector agencies and, most importantly, people who need a roof over the head. Come along to these events to get some answers.

    Tackling the thorny issue of who has a right to affordable housing, this event will attempt to answer the fundamental question: how do we decide who lives in our homes?

    The challenges facing the allocations system are immense. Nationally there are 1.1 million households on waiting lists. At the same time, there is a dwindling number of lettings – nearly 400,000 in 2013/14 compared to just over 310,000 in 2017/18.

    Social housing providers are quick to recognise the problems – not enough affordable homes being built, the impact of the right to buy on existing stock – but are they willing to be part of the solution?

    As housing associations exercise greater control over who they house, what does this mean for the future of choice-based letting schemes and where does it leave councils with a statutory duty to provide accommodation for the most vulnerable?

    The role of allocations and lettings teams has arguably never been more important. Adopting an approach that is fair and equitable, makes the best use of existing stock and helps to meet local housing need in partnership with other organisations, is easier said than done.

    But help is at hand. Fresh thinking is emerging that sets out to transform the way allocations and lettings schemes operate.

    This one-day seminar will look at new approaches but also fresh challenges that lay ahead.

    Key themes:

    • The emerging policy framework
    • Lessons from recent reviews of the allocations system
    • Reflections on the current challenges and opportunities
    • The future of choice-based lettings
    • Affordability checks
    • The Homelessness Reduction Act and the impact of Housing First on nominations
    • Fixed term tenancies
    • The role of the private rented sector
    • The digital agenda
    • Exploring new approaches and ideas.

    Who should attend?

    • Directors of housing and neighbourhoods
    • Allocations and lettings teams
    • Strategy and policy teams
    • Board members
    • Local Authority strategic housing teams.

    Confirmed speakers:

    • Chair – Emma Lindley, HQN associate and Housing Strategy Lead Officer, Ashfield District Council
    • Tim Brown, Senior Research Associate in Housing and Local Government, De Montford University and HQN Associate
    • Melanie Rees, Head of Policy, Chartered Institute of Housing
    • Jo Grainger, Executive Director of Care and Support, EMH
    • Julie Marsh, Executive Director of Neighbourhood Management, South Liverpool Homes
    • Simon Young, Housing Services Manager, South Yorkshire Housing Association.

    Last few places remaining

    This event is also taking place in London.

    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 27 December 2019. 

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

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

    Map and directions: 

    Click here to download directions to the venue

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

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

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

  6. Managing compliance

    Details

    Managing compliance

    Join us for an informative day crammed full of useful information relating to key landlord safety compliance areas, such gas and other heating sources, asbestos management, water hygiene, fixed electrical inspections and passenger and other lifts and lifting equipment.

    Find out your responsibilities in terms of compliance, what you can do to ensure you are meeting the requirements of legislation as well as keeping your tenants safe in their homes. We’ll also have an overview of the key recommendations that came out of phase one of the Grenfell Tower Inquiry as we hear from the Director of Safety at L&Q who will tell us what they are doing to address those recommendations.

    We will be covering:

    Asbestos

    • What is your duty to manage?
    • Domestic surveys requirements (and re-inspections)
    • Survey scopes and understanding the ‘results’ of the survey

    Electrical safety – EICRs

    • Why risk-based programmes are important
    • Dealing with ‘Unsatisfactory’ actions (C1, C2, FI etc – timeline for remedial actions and prioritising re-wire programmes etc
    • Lessons learned from Regulatory Notices (England)

    Water hygiene/Legionella 

    • The ‘Causative Chain’ – what you should be focusing on to comply with the requirements of L8

    Passenger lifts, stairlifts, bath hoists, through-floor lifts

    • What are the requirements to ensure you comply with the Regulations and best practice in the sector – to ‘LOLER’ or not?

    Fire safety – where are we at? (Case study from L&Q) 

    • As an early adopter what have we learned?
    • Recommendations from the Grenfell Tower Inquiry (Phase 1 report) – what should organisations expect?
    • Building Safety Managers – are you ready?

    Who should attend?

    CEOs, board members, compliance managers and officers, directors and health and safety professionals.

    Our speakers

    We have a great selection of speakers, all of whom are experts in their field and have fantastic technical knowledge as well as experience of the social housing sector. The day will be chaired by Vicki Cutler who, as a Chartered Fellow of IOSH, has worked in the social housing sector as a health, safety and compliance specialist for many years. Vicki will be joined by:

    • Matt Dawes/John Haley, Senior Asbestos Trainers with Bradley Environmental
    • Chris Brown, Independent Water Hygiene Consultant
    • Spencer Henry, Electrical Consultant at Morgan Lambert
    • Steve Pettitt, Director of Safety at L&Q
    • Peter Leavers, Director, Stonewood Lift Consultants.

    Plus others who have been invited.

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

    This event is also being held in Chester.

    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 3 January 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.

    Map and directions: 

    Click here to download directions to the venue

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event
    • VenueCardiff
    • Start04 Feb 2020 10:00
    • End04 Feb 2020 16:00

    Squaring the circle – managing risks, meeting expectations in Wales

    Details

    Squaring the Circle

    Make sure your strategies and business plans are fit for purpose in a changing operating environment.

    It's official. Social housing rent increases in Wales are set to be capped at a maximum CPI plus 1% for the next five years.

    Add in raised expectations laid down by the minister Julie James – up our game on homelessness prevention, build more homes, do more on value for money and deliver on decarbonisation – and the cornerstones of our relationships with government until 2025 are in place.

    The sector is up for the challenge. But the to-do list for boards and executives keep getting longer. Squaring the Circle is a new approach to making sure that your strategies and business plans are fit for purpose and that you understand and manage risks to your business in a more complex setting. 

    It has been developed by Ian Parker and Alistair Mcintosh who designed and delivered HQN's acclaimed Iron Grip approach to understanding and managing multiple risks, widely adopted across the sector in Wales and beyond.

    Together we will explore:

    • Robustly testing business plans against changing strategic priorities
    • How to factor in the impact of new variables including decarbonisation and increased expectation on homelessness prevention
    • Balancing competing priorities like keeping rents as low as possible and building more homes
    • The challenges of delivering community investment including in the foundational economy and health and social care.

    Confirmed speakers:

    • Alistair McIntosh, Chief Executive, HQN
    • Ian Parker, lead associate, HQN Housing Finance Network
    • Keith Edwards, lead associate, HQN Cymru
    • Linda Whittaker, Chief Executive, Tai Tarian.

    This event is essential for:

    • Chief executives
    • Finance directors
    • Strategy teams
    • Board members
    • Audit and risk teams.
    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 3 January 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
    • Start05 Feb 2020 10:00
    • End05 Feb 2020 16:00

    Future housing trends – North West

    Details

    Future housing trends

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

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

    Following on from our December date, HQN is joining forces with data giants CACI for the next date in a series of events that will interest those looking to acquire, develop, sell and market new schemes, with the focus on five key trends:

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

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

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

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

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

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

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

    About CACI

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

     

    find out more

    Meet At

    Further information

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

    Early bird non members only£269.00 *

    Early bird pricing ends on Friday 27 December 2019.

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

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

    In association with:

    CACI

    Cancellations and substitutions:

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

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

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

    Details

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

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

    So, inspiring the best performance from your people is critical. 

    That’s why we’ve partnered with Leadership Trust as their special forces heritage means dealing with tough situations is in their DNA to create a specifically designed course for housing leaders and those with the potential to become one.

    This programme is designed to create an intense an immersive environment in which individuals will be given the skills to help build their individual leadership style.

    Taking place over two full days this residential course is a chance to:

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

    Key sessions include:

    • The art of leadership within the housing sector
    • The secrets of leadership vs. management
    • How to motivate and engage your team
    • Powerful problem-solving techniques
    • Innovation and Creativity Tools
    • The principles of becoming a great Coach
    • Managing ethically and effectively to transform performance.

    By the end of this programme your people will…

    • Be ready for the known and unknow challenges ahead
    • Have greater self-awareness, resilience and confidence
    • Understand their own personal power and harness it to be a greater leader
    • Realise how effective they can really be
    • Be better able to bring individuals together in a cohesive effort

    By the end of the programme your organisation will…

    • Motivate better, inspiring greater effort from employees at every level
    • Collaborate better, assembling teams with stronger purpose and vision
    • Encourage ambition, galvanising leaders to innovate, think bigger and beyond themselves
    • Perform more strongly, boosting personal productivity
    • Serve customers better, increasing the value of your internal and external customer relationships.

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

    Places are strictly limited.

    About The Leadership Trust

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

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

    The Leadership Trust delivers high impact experiential leadership development, which changes behaviour and transforms individuals, teams and organisations for clients across the globe. 

    About Robin Lawrence

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

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

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

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

    What delegates said about our previous Art of Leadership residential:

    "Great balance of reflection, action and practice in a relaxed atmosphere"
    "Content rich, good fun, insightful 24 hours"
    "Excellent programme. Very informative and I will most definitely recommend to my colleagues"
    "More of this please! Just loved it. Loved the intensity of it. Learned loads and will continue to learn from the 'fall out'"

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

    find out more

    Meet At

    Further information

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

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

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

    In partnership with 

    Leadership trust logo

    Directions: 

    Click here to download directions to the venue

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event
    • VenueLeeds
    • Start06 Feb 2020 10:00
    • End06 Feb 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 taking place in London, Bristol and Manchester.

    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
    • VenueBirmingham
    • Start18 Feb 2020 10:00
    • End18 Feb 2020 16:00

    GDPR 2020 – lessons learned from the first 20 months

    Details

     GDPR 2020 – lessons learned from the first 20 months

    Get up to date with GDPR and reflect on the lessons learned at these bespoke events for housing professionals.

    The introduction of the General Data Protection Regulation (GDPR) fundamentally changed the way we handle and use people's personal information.

    25 May 2018; the day the new legislation came into effect, was marked by messages of impending doom and the threat of extortionate fines for organisations if they did not comply. Not to mention millions of emails from organisations that you hadn’t heard from in years asking for consent to process your data. 

    But as we enter 2020, what has the practical impact of GDPR been on the housing sector?

    This interactive event, led by GDPR experts Jill Jones and Helen Iles, will discuss the latest developments in GDPR and reflect on the lessons learned to date, focusing on common pitfalls in the sector, how to effectively manage a data breach and how you can measure your organisation's compliance with GDPR.

    Sessions will cover:

    • GDPR – A look back to May 2018 – What were the changes
    • Fast forward to 2020 – where are we now and what has happened
    • The challenges which the housing sector has faced, including recent case studies
    • Are you on the right track? Practical tools and techniques to help keep you on the right side of the law.

    What will delegates learn?

    • A reminder of the changes brought in by GDPR and what they have meant in practical terms to the housing sector
    • The latest developments in GDPR
    • The common pitfalls with GDPR compliance and how to avoid them
    • Dealing with breaches
    • Measuring your organisations compliance with the GDPR toolkit.

    Confirmed speakers:

    • Jill Jones, Director, The Assurance Hub
    • Steve Kuncewicz, Partner, BLM Law
    • Shane Murphy, Head of Information Governance, Citizen Housing.

    Who should attend?

    This event is essential for data protection officers, directors, managers and board members wanting to improve their understanding of GDPR, check their organisation’s compliance and learn lessons from the first 20 months.

    About our speakers

    Jill Jones is a registered risk practitioner, specialising in risk management services, compliance with GDPR and business continuity/emergency planning. She has over 15 years’ experience in governance, assurance, health and safety and risk management. She has worked predominantly in the social housing and charitable sectors for the last 10 years and also has a wealth of experience in the private sector.

    This event is also be held in Manchester.

    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 December 2019. 

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event
    • VenueManchester
    • Start19 Feb 2020 10:00
    • End19 Feb 2020 16:00

    Developing local affordable housing

    Details

    Developing local affordable housing

    Are you ready to start taking stock of the new agenda for affordable housing development?

    HQNs workshop will cover the impact of the Conservative Government’s Queens Speech on affordable housing development. For example, we will be covering:

    • What will be the effect of the new model for home ownership – ‘first homes’?
    • What are the implications of the changes to shared ownership?
    • How will the new housing and infrastructure fund work?
    • What will the revamped affordable homes programme run by Homes England look like?
    • What will be the impact of the review and likely abandonment of the new homes bonus system?

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

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

    Tim Brown, expert on strategic housing matters will be taking you through all of the above and the below areas:

    Assessing local affordable housing requirements

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

    Prioritising objectives

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

    Identifying affordable housing development models

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

    Resources

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

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

    Tim is a longstanding HQN associate and lead for HQN’s Strategic Housing Network. He is a Senior Research Associate in Housing and Local Government at De Montfort University and was formerly the Director of the Centre for Comparative Housing Research.

    Tim authored HQN’s recent Guide to the Delivery of Affordable Housing.

    Tim has been involved in numerous projects on boosting housing supply over the last decade including:

    • Being a member of the Government’s Montague Review on institutional investment in housing
    • Undertaking a Local Government Association project on council housebuilding
    • Research work on the policy transfer of the low income tax relief system in the USA and France to boost affordable housing provision in the UK
    • Providing advice and guidance to various councils on establishing local housing companies
    • Producing briefing papers for HQN on planning and housing development.

    Tim is also a Board Member of East Midlands Housing (EMH) Group and Chair of its Care and Support Subsidiary.

    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 17 January 2020

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event
    • VenueLondon
    • Start20 Feb 2020 10:00
    • End20 Feb 2020 16:00

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

    Details

    Do the right thing

    Housing providers have always been proud of their social purpose – but how many are really able to demonstrate the value this work delivers for residents and communities?

    Despite being deep-rooted in the ethos of many organisations, 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 the following:

    • 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).

    The aim of these events is for delegates to leave with a greater understanding of the Act, and how they can start the process to embed effective practices within their organisation.

    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.

    This event will also be held in Manchester. 

    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 17 January 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
    • VenueBristol
    • Start25 Feb 2020 10:00
    • End25 Feb 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 taking place in London, Leeds and Manchester.

    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
    • VenueBirmingham
    • Start26 Feb 2020 10:00
    • End26 Feb 2020 13:00

    Co-designing services for customer-centric organisations

    Details

    Co-designing services for customer-centric organisations

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

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

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

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

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

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

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

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

    This event is essential for the following:

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

    Confirmed speakers:

    • Timo Pätiälä, Managing Director, Hellon
    • Andy Pattichis, Lead Service Designer, Hellon
    • Rich Stockley, Social researcher & Head of Research and Engagement for Surrey CC and SHHCP/Interim Insight and Feedback Lead at NHS England

    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.

    About Rich Stockley

    Rich has extensive experience delivering patient-focused and innovative solutions using co-design/co-production as an approach, and has been working in various user research/ insights roles within NHS England. He will be joining us in Birmingham to present some of the work he has been conducting including a collaboration with Hellon called Co-Lab, a Participatory Design Game which aims to support groups of mixed stakeholders to align on ways of involving citizens in healthcare service development and co-creation during projects.

    find out more

    Meet At

    Delegate fees:

    Full price: £219.00 *
    Members of any HQN network: £160.00 *

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

    In partnership 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
    • VenueManchester
    • Start27 Feb 2020 10:00
    • End27 Feb 2020 16:00

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

    Details

    Do the right thing

    Housing providers have always been proud of their social purpose – but how many are really able to demonstrate the value this work delivers for residents and communities?

    Despite being deep-rooted in the ethos of many organisations, 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 the following:

    • 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).

    The aim of these events is for delegates to leave with a greater understanding of the Act, and how they can start the process to embed effective practices within their organisation.

    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.

    This event will also be held in London.

    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 24 January 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
    • Start28 Feb 2020 10:00
    • End28 Feb 2020 16:00

    Final reminder – are you ready for the new Rent Standard?

    Details

    Final reminder – are you ready for the new rent standard

    Hear direct from the Regulator of Social Housing at this special event

    From 1 April 2020, housing associations and stock-holding local authorities will be expected to comply with the Regulator of Social Housing's new Rent Standard.

    Following an extensive consultation period, RSH launched the final version of the standard late last year confirming the two key changes:

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

    As a result of the changes, HQN has been inundated with technical questions about what the Rent Standard means for organisations, many of which were answered at our popular 2020 vision events back in the autumn.

    Now, we are delighted to be teaming up with the Regulator of Social Housing for a one-off 'final reminder' event providing an opportunity to double-check your approach is in line with RSH thinking and get any last minute queries answered by our team of rent compliance experts.

    Key themes to be covered on the day include:

    • The new Rent Standard – a final reminder on what you need to know
    • '2020 limit' – understanding new terminology and adhering to the guidance
    • Compliance with the assurance monitoring framework – looking at the various rent types and the management of legacy stock, ie, varying rent types on different cycles/rules
    • Review best practice around compliance with legislation and regulations to demonstrate adherence to all relevant law and RSH regulations
    • Compliance with the risk management and internal controls assurance framework – for example, to monitor, report on and comply with s106 planning agreement housing provisions with rent conditions cyclically and ensure robust procedures are in place
    • Developing a rents compliance KPI framework
    • What the new Rent Standard means for stock-holding local authorities.

    Speakers:

    • Chair: Alistair McIntosh, Chief Executive, HQN
    • Jonathan Walters, Deputy Chief Executive, Regulator of Social Housing
    • Pete Maris, Rent Analyst, Metropolitan Thames Valley
    • Emma Turay, Head of Rents and Service Charges, Notting Hill Genesis (TBC)
    • Nick Billingham, Partner, Devonshires.

    Who should attend?

    This event is essential for the following:

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

    Meet At

    Further information

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

    Early bird non members only£269.00 *

    Early bird pricing ends on 24 January 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.

  8. IFSM-accredited Fire Risk Assessment for general needs, sheltered and extra care accommodation (three-day course)

    Details

    IFSM-accredited Fire Risk Assessment for general needs, sheltered and extra care accommodation (three-day course)

    Expand your fire risk assessment knowledge and experience with this comprehensive and accredited, three-day training programme.

    Specifically designed for the housing sector, this course will give you an understanding of fire safety issues in general needs high and low rise flat blocks and sheltered & extra care housing schemes, and will provide the basics or complement your existing knowledge.

    As well as giving you an awareness of current fire safety legislation and a detailed understanding of the risk assessment process, it also offers a practical hands-on experience when you undertake an actual fire risk assessment as part of the final day assessment, allowing you to put in to practice what you have learned throughout the course.

    Developed with industry professionals, we’ve tailored this course specifically to focus on general needs high and low-rise flat blocks as well as sheltered and extra care accommodation in England and Wales, so you can be assured that the content is relevant to you.

    Expert guidance

    Our trainer, Bob Evans, has over 30 years’ experience in the Fire Service and almost 20 years as a fire safety consultant. With both the knowledge and the practical experience, Bob is well equipped to lead you through the three days.

    Who should attend?

    Delegates will be expected to have some background knowledge of fire safety but may have little or no experience in undertaking fire risk assessments. If you work in health and safety, asset management or are looking for an opportunity to develop your skills, this is for you.

    You’ll put your training into practice in the practical assessment on the final day so you can be confident that you’re able to carry out assessments to a high standard.

    The Institute of Fire Safety Managers (IFSM) has accredited this course.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £799.00 *

    Members of the Health and Safety network: £699.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event
    • VenueLondon
    • Start04 Mar 2020 10:00
    • End04 Mar 2020 16:00

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

    Details

    A century ago, a flu pandemic killed 50 million people and we are now overdue a second one. How would your business cope?

    With flu cases on the rise and the NHS once again feeling the strain this winter, it has never been more important for organisations to prepare for a national pandemic and ensure their business continuity plans are as robust as possible. But how do you bring this to life?

    HQN is teaming up with specialist business continuity experts Commercial Initiatives Ltd to provide practical, interactive advice designed to help you deliver a better programme for your staff, residents and other stakeholders.

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

    The day includes an exercise based on a multi-agency response to a national flu pandemic, which will be fully immersive and packed with ideas to re-invigorate your efforts to embed business resilience within your own organisation.

    The day will focus on:

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

    Who should attend?

    People with responsibility for:

    • Business continuity
    • Disaster recovery
    • Crisis management
    • Health and safety professionals
    • Board members
    • Chief executives
    • Directors
    • Facilities managers
    • Asset managers.

    About Commercial Initiatives

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

    This course will also be running in Birmingham.

    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 7 February 2019. 

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

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

    • Event TypeHQN Event
    • VenueManchester
    • Start05 Mar 2020 10:00
    • End05 Mar 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 taking place in London, Leeds and Bristol.

    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
    • VenueBirmingham
    • Start05 Mar 2020 10:00
    • End05 Mar 2020 16:00

    The heat is on – helping households to escape fuel poverty

    Details

    The heat is on

    The Warm Homes and Energy Conservation Act (2000) defines fuel poverty as “…A household living on a lower income in a home which cannot be kept warm at reasonable cost.”

    Some of the people affected will be your tenants, who may be experiencing health problems, alongside financial worries.

    Fuel costs, along with other pressures on household finances, can contribute to rent arrears and other debt and put tenancies at risk.

    Inefficient energy management in homes, including poor ventilation, can also contribute to a deterioration in the condition of the property, adding to longer term costs.

    HQN’s “Heat is on” events, will equip housing providers with a clear understanding of the scale of fuel poverty across the country and some practical tips for introducing effective measures to support your tenants, households and communities to address this important issue.

    The events will be chaired by Justin Freeman, Director of Income Maximisation, ForViva. Justin is a practitioner associate of HQN’s Rent Income Excellence Network and has a wealth of experience in income management and financial inclusion.

    Justin will facilitate the day, introducing practical case studies from housing providers, sharing their projects, ideas and tips.

    We’re delighted to welcome as a keynote speaker, Dr Graeme Sherriff. Graeme is a Research Fellow at the University of Salford’s School of Health and Society and an Associate Director of the University’s Sustainable Housing and Urban Studies Unit (SHUSU).

    Graeme has published in the fields of energy, transport, food and environmental justice and played prominent roles in projects funded by the ESRC, EPSRC, DECC, Tesco and General Electric. He has worked extensively with the local government, housing, voluntary and community sectors. He is a founding member of the Fuel Poverty and Research Network and on the secretariat of the Cycling and Society Research Group.

    If you’re keen to build your social and financial inclusion offer to your communities, then The heat is on is for you.

    We’ll be announcing further speakers over the next few weeks but in the meantime, we recommend grabbing your place now as we anticipate high demand.

    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 31 January 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
    • VenueYork
    • Start10 Mar 2020 10:00
    • End10 Mar 2020 16:15

    Managing compliance

    Details

    Managing compliance

    Join us for an informative day crammed full of useful information relating to key landlord safety compliance areas, such gas and other heating sources, asbestos management, water hygiene, fixed electrical inspections and passenger and other lifts and lifting equipment.

    Find out your responsibilities in terms of compliance, what you can do to ensure you are meeting the requirements of legislation as well as keeping your tenants safe in their homes. We’ll also have an overview of the key recommendations that came out of phase one of the Grenfell Tower Inquiry as we hear from the Director of Safety at L&Q who will tell us what they are doing to address those recommendations.

    We will be covering:

    Asbestos

    • What is your duty to manage?
    • Domestic surveys requirements (and re-inspections)
    • Survey scopes and understanding the ‘results’ of the survey

    Electrical safety – EICRs

    • Why risk-based programmes are important
    • Dealing with ‘Unsatisfactory’ actions (C1, C2, FI etc – timeline for remedial actions and prioritising re-wire programmes etc
    • Lessons learned from Regulatory Notices (England)

    Water hygiene/Legionella 

    • The ‘Causative Chain’ – what you should be focusing on to comply with the requirements of L8

    Passenger lifts, stairlifts, bath hoists, through-floor lifts

    • What are the requirements to ensure you comply with the Regulations and best practice in the sector – to ‘LOLER’ or not?

    Fire safety – where are we at? (Case study from L&Q) 

    • As an early adopter what have we learned?
    • Recommendations from the Grenfell Tower Inquiry (Phase 1 report) – what should organisations expect?
    • Building Safety Managers – are you ready?

    Who should attend?

    CEOs, board members, compliance managers and officers, directors and health and safety professionals.

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

    This event is also being held in Chester and London.

    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 7 February 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.

    Map and directions: 

    Click here to download directions to the venue

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event
    • VenueBristol
    • Start10 Mar 2020 10:00
    • End10 Mar 2020 16:00

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

    Details

    Nothing about us without us

    Specially-designed workshops for the HQN Residents’ Network for anyone 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 Blanulet

    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.

    This event it also being held in London and Manchester. 

    find out more

    Meet At

    Further information

    Delegate fees:

    Full price (staff): £299*
    Residents’ Network members (staff): £219*
    Full price (residents): £209*
    Residents’ Network members (residents): £129*

    Early bird non-members only£269.00 *

    Early bird pricing ends on 7 February 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
    • VenueBirmingham
    • Start11 Mar 2020 10:00
    • End11 Mar 2020 16:00

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

    Details

    A century ago, a flu pandemic killed 50 million people and we are now overdue a second one. How would your business cope?

    With flu cases on the rise and the NHS once again feeling the strain this winter, it has never been more important for organisations to prepare for a national pandemic and ensure their business continuity plans are as robust as possible. But how do you bring this to life?

    HQN is teaming up with specialist business continuity experts Commercial Initiatives Ltd to provide practical, interactive advice designed to help you deliver a better programme for your staff, residents and other stakeholders.

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

    The day includes an exercise based on a multi-agency response to a national flu pandemic, which will be fully immersive and packed with ideas to re-invigorate your efforts to embed business resilience within your own organisation.

    The day will focus on:

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

    Who should attend?

    People with responsibility for:

    • Business continuity
    • Disaster recovery
    • Crisis management
    • Health and safety professionals
    • Board members
    • Chief executives
    • Directors
    • Facilities managers
    • Asset managers.

    About Commercial Initiatives

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

    This course is also being run in London.

    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 February 2019. 

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

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

    • Event TypeHQN Event
    • VenueManchester
    • Start11 Mar 2020 10:00
    • End11 Mar 2020 13:00

    Crisis comms – dare to prepare

    Details

    Crisis comms – dare to prepare

    Are you being kept awake worrying about the worst that could happen? How would you react if you got the early morning crisis call?

    Whether it’s fraud, flood or fire, you’ll need to know how to respond quickly and effectively.

    Join us to hear how experts communicate in a crisis, get a chance to quiz the panel and learn some top tips.

    This half-day workshop will explore some real-life crises and examine how communications were handled.

    You’ll learn about the pattern of a crisis, strategies for handling communications and the importance of media training. You’ll come away with some practical tips, and ideas for what you can do to prepare.

    Who should attend?

    Communications teams working in housing associations and local authorities, and managers with responsibility for handling communications in a crisis.

    find out more

    Meet At

    Delegate fees:

    Full price: £219.00 *
    Members of any HQN network: £160.00 *

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event
    • VenueManchester
    • Start12 Mar 2020 10:00
    • End12 Mar 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 will also be taking place in York and London.

    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 7 February 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
    • Start19 Mar 2020 10:00
    • End19 Mar 2020 16:00

    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:

    • Nick Atkin, Chief Executive, Yorkshire Housing
    • The Gateshead Innovation Village – Home Group
    • Jay Saggar, Digital Lead, HACT and the HACT LaunchPad.

    Full 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 21 February 2019. 

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event
    • VenueGlasgow
    • Start19 Mar 2020 10:00
    • End19 Mar 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 be another close look at what’s happening in the world of housing income management.

    This year’s programme

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

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

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

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

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

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

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

    find out more

    Meet At

    Further information

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

    Early bird non members only£269.00 *

    Early bird pricing ends on 14 February 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
    • Start25 Mar 2020 10:00
    • End25 Mar 2020 16:00

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

    Details

    Nothing about us without us

    Specially-designed workshops for the HQN Residents’ Network for anyone 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 Blanulet

    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.

    This event it also being held in Bristol and Manchester. 

    find out more

    Meet At

    Further information

    Delegate fees:

    Full price (staff): £299*
    Residents’ Network members (staff): £219*
    Full price (residents): £209*
    Residents’ Network members (residents): £129*

    Early bird non-members only£269.00 *

    Early bird pricing ends on 7 February 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
    • Start26 Mar 2020 10:00
    • End26 Mar 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 in Manchester and Birmingham.

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    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 21 February 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.

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