1. The Futr of Resident Experience is Now: Making your customer journey more human using chatbot technology

    Details

    The Futr of Resident Experience is Now: Making your customer journey more human using chatbot technology

    Free webinar

    The session will cover trends in digital adoption globally and within the UK Housing market, over the years and through the pandemic.

    As part of this, tenants have come to compare landlords in the mix of other digital interactions in their lives. People want to interact with brands which provide digital value and expect to have choice – this is no different when interacting with their landlord.

    TPas’ recent tenant engagement survey 2021 found that both staff and tenants expect to see social landlords utilizing Twitter and Facebook – ahead of email and website interactions!

    Against this backdrop, the sector is experiencing a move towards greater regulation, from the social housing white paper to government requirements for improved website accessibility with the move from WCAG2 to WCAG3 just around the corner.

    Landlords must also recognize good customer service is reliant on human interaction and to totally automate processes will cause more harm than good.

    So how do we strike the right balance?

    What will be covered:

    This virtual best practice group will explore.

    • Effective communication with residents and how to strike a healthy balance between digital, automation and human interaction in core customer service
    • Artificial intelligence in social housing and how it can improve customer service
    • live demonstration and case study references using Futr’s predictive chatbot technology
    • The scale of social media, recent AI and NLP technological advances in the social housing sector
    • Lessons learnt cross-sector from landlords and other public sector services who use automation services from the police to other non-profit charities.

    Why should you attend:

    This workshop is an opportunity for any housing professional in a customer facing role who wants to learn more about the world of AI and is seeking a better understanding of how you can develop a improved understanding of online tenant behaviour.

    What will you take away from the event:

    Practical know how of how you can improve your customer journey by using new chatbot technology both in and out of sector.

    Speakers:

    Kitty Hadaway, Futr’s UK Housing Lead is an expert in developing services to have customer loyalty, improved customer experience and good communication at the heart of social housing. Kitty thrives on understanding the challenges faced by housing providers in customer service and is passionate about ensuring Futr’s digital solutions are highly responsive to the needs of social landlords and their tenants. 

    Futr is a digital innovator who deploys automated customer contact solutions to the frontline of UK customer services. Recent collaborations within the sector include Believe housing and Ongo.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold NetworkThe Health and Safety Network | The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network |

    find out more

    Meet At

    Delegate fees:

    *FREE to to all HQN members and non-members.

    Book now

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

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

    Cancellations and substitutions:

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

    In partnership with

    Futr

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start23 Sep 2021 10:00
    • End24 Sep 2021 13:00

    SAFETYnet annual conference 2021: Back to basics to build a better tomorrow

    Details

    SAFETYnet Annual Conference 2021: Back to Basics to Build a Better Tomorrow

    Virtual conference

    This year’s annual conference starts by going back to the basics of health and safety – covering some of the key things which might have had a lower priority during Covid.

    It then looks to the future highlighting the important imminent changes coming for registered providers and health and safety teams in particular.

    Why should you attend?

    The pandemic has been a challenging time for many resulting in changing priorities and altered working practices. And now we have the new Building Safety Bill. This conference gives everyone with responsibility and an interest in health and safety to recentre and refocus – catch up with the basics of the big six (fire, electrics, gas, lifts, asbestos and water safety) and get ahead of the game with the Building Safety Bill.

    Across the two days we will cover a myriad of topics and you will be able to attend two of the three 30 minute workshops each day:

    Day one: Back to basics

    • Fire safety
    • Electrical safety
    • Asbestos
    • Legionella and water safety.

    Workshops:

    • Asbestos
    • Electrical safety.

    Day two: Looking to the future

    • The Building Safety Bill
    • Legal updates
    • Future working models
    • Hybrid/agile teams.

    Workshops:

    • Building Safety Bill – in practice
    • Legal – Building Safety Bill – in law

    Essential for:

    Everyone with responsibility and an interest in health and safety:

    • Health and safety specialists – managers and staff
    • Compliance and governance staff
    • Repairs and asset management teams
    • Estate management teams. 

    Confirmed speakers:

    • Steven Pettit, Director of Safety, LQ Group
    • Stephen Trenery, Head of Compliance, Stonewater
    • Matthew Breakell, Partner, DAC Beachcroft
    • Alison Harvey, Group Asbestos Manager, Gentoo Group
    • Sarah Mallagh, Building Safety Regulator Programme, Policy Lead, HSE
    • Jane Porter, Chief Operating Officer, Optivo
    • Claire Moore, Associate, DAC Beachcroft
    • Derek Hillier, Merthyr Valleys Homes.

    What will you take away from the event:

    You’ll have the opportunity to discuss and debate with experts and practitioners. You’ll go away with the latest information and best practice at both a practical and strategic level. Handy tips on every aspect of Health and Safety. Lots of ideas ready to put into action back at the workplace.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network |  The Health and Safety Network | The Asset Management Network | The Strategic Network | The Housing Management Network.

    Please note, the places can be shared with other colleagues and don't all have to be attended by the same individual. If different people will be attending different days, please put 'share' in the delegate name below.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    SAFETYnet members offer: £49.00* after booking your first place

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:   

    Click here to download the programme

    Cancellations and substitutions:

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

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

    The Health and Safety Network

  2. Voicescape: The future of tenant engagement in income collection

    Details

    Voicescape: The future of tenant engagement

    Free webinar

    The session will highlight the advantages of taking a behavioural and data science focused approach to income collection and tenant engagement, hosted by Voicescape’s Head of Insights and Behavioural Insights Lead, Chris Walker. Within this workshop, attendees will have a hands-on opportunity to apply these perspectives.

    They’ll also be joined by Thirteen’s Head of Finance to explore how the application of digital technology can supercharge Housing Association’s ability to utilise these perspectives and drive targeted and tailored tenant engagement.

    What will be covered:

    This virtual best practice group will explore.

    • Background: the benefits of viewing tenant engagement in the world of income collection through the lenses of behavioural science and data science
    • Interactive groups: how to practically apply these perspectives to tackle key business problems
    • Demo: demonstration of the power of combining data science, behavioural science and digital technologies
    • Discussion: feedback and discussion around the application of digital technologies.

    The rough process of the workshop will be:

    • Background theory
    • Interactive break-out rooms
    • Break
    • Demo of role of digital technology
    • Discussion
    • Q&A
    • Closing.

    Why should you attend:

    This workshop is an opportunity for any rental income or resident engagement housing professional in a customer facing role who wants to learn more about the world more about how data science can support improved tenant engagement.

    Tenant engagement is the core facilitator of building trust between housing associations and tenants. However, engagement is difficult and represents a significant challenge for a lot of organisations.

    Data science and behavioural science provide the opportunity to view tenant engagement from a new perspective.

    Data science provides a depth of understanding about your organisation and your tenants while behavioural science allows us to reframe problems in terms of their human behaviour components and allows for the application of evidenced-based insights to tackle these problems.

    This workshop highlights the advantages of utilising these perspectives – efficiency savings, intervention effectiveness, strengthening landlord-tenant relationship – whilst also providing a hands-on opportunity to learn how to apply them. In addition it’ll explore how to supercharge these perspectives by combining them with digital technology allowing us to explore the future of tenant engagement.

    What will you take away from the event:

    • Ideas and key insights from using a data science and behavioural science perspective
    • Practical framework and hands-on experience of applying these insights
    • Detailed preview of how these insights and frameworks can be embedded into digital technology to transform working processes.

    Speakers:

    Geoff Siggens: Head of Insight Services

    Geoff Siggens has over 30 years of experience as a researcher, analyst and data scientist. His experience is across a broad cross-section of sectors and organisations, but his focus over recent decades has been within the health, housing and third sectors. Within social housing his work spans almost 20 years, delivering consultancy services and strategic insight.

    He has been with Voicescape for over two years and is currently Head of Insight Services, where he runs a small team delivering bespoke insight projects to the social housing sector as well as the design and development of machine learning and AI functionality in the suite of Voicescape software products.

    Chris Walker: Behavioural Insights Lead

    As the behavioural insights lead at Voicescape, Chris Walker combines behavioural science, data science and technology to deliver evidence-based solutions that supports our clients by enhancing and simplifying organisational processes, ensuring that everyone gets access to the support that they need.

    Chris has spent most of the last decade studying and working in the field of psychology and human behaviour, applying his knowledge of human behaviour in a working capacity across numerous projects, most recently focusing on social housing.

    A key aspect of Chris’ work focuses on how targeting and tailoring interventions can influence decision-making and behaviour, a topic he has published research on in an academic journal.

    Caroline Speirs: Head of Finance, Thirteen Housing Group (Guest speaker)

    With over 20 years of housing and income management experience, Caroline leads on credit control services for Thirteen, focusing on the recovery of former and current tenant debt. 

    As a former senior project business partner in finance involving business and transformational change, Caroline is well-placed to implement new ideas and utilises technology to recover debt without increasing resources.

    Caroline recently led the implementation of the first robotic process automation technology for income collection at Thirteen, which completes tasks and processes in a fraction of the usual time, creating business resilience, value and saving money for residents.

    She is also Chair of the FTA best practice group, which share best practices with others. This group is now recognised for its approach nationally and for supporting each other and sharing its learning across many different organisations.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network | The Residents Network | The Strategic Network | The Housing Management Network | The Rent Income Excellence Network

    find out more

    Meet At

    Delegate fees:

    *FREE to to all HQN members and non-members.

    Book now

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

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

    Cancellations and substitutions:

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

    In partnership with:

    Voicescape

  3. Complying with the Rent Standard – a framework for the future

    Details

    Complying with the Rent Standard – a framework for the future

    Virtual conference

    Hear from the Regulator of Social Housing and check your progress in meeting the Rent Standard at our annual rent compliance conference.

    The new Rent Standard came into force in April 2020 for both housing associations and stock-holding local authorities. This conference builds on our previous rent compliance events, looking at progress, pitfalls and the lessons we have learned since the Rent Standard was introduced.

    Chaired by Emma Turay, Assistant Director of Rents & Service Charges at Notting Hill Genesis, our popular virtual event will cover:

    • Implementation of the rent standard:
      • Recap of the rules and regulations for varying rent types and different tenures
      • Identifying the lessons learnt and best practice
    • Sector risk profile to be published by the Regulator in the autumn – what will this mean?  What have we learned and implemented from prior publications?
    • The impact of Covid-19 and challenges around rent increases – approaches taken and how the rent flexibility requirement within the standard helped
    • How to engage with residents on rent strategies
    • Legal updates - looking to the future, what can we learn from notifications and judgments
    • Q&A session with the regulator
    • Launching the new rent compliance framework – how it can benefit your organisation.

    Rent setting doesn’t have to be a complicated business – we’ll try and make it as simple and easy as possible. 

    Confirmed speakers:

    • Will Perry, Director of Strategy, and Marcus Roe, Head of Rents, Regulator of Social Housing
    • Emma Turay, Assistant Director of Rents & Service Charges, Notting Hill Genesis
    • Chris Milson, Head of Rents & Service Charges, Notting Hill Genesis
    • Nick Billingham, Partner, Devonshires.

    Who should attend?

    This event is essential for everyone involved in rent setting:

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

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

     

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start29 Sep 2021 10:30
    • End29 Sep 2021 13:00

    Transforming the customer experience in social housing – a White Paper workshop

    Details

    Transforming the customer experience in social housing – a White Paper workshop

    Virtual Workshop

    With the Social Housing White Paper compelling housing providers to become more customer-centric, we asked award-winning CX agency Hellon to develop an exclusive workshop to help landlords reset the relationship with their residents.

    Bringing together elements of their previous HQN workshops on co-design, cultural transformation and customer journey mapping, Hellon’s new workshop will provide fresh and illuminating insights into the positive potential of the White Paper’s recommendations and how housing providers who are committed to genuine change should go about making it happen.

    Published last November, the Social Housing White Paper’s key objective is to ensure the resident voice is heard at every level, from the front line to the board room. It aims to increase the accountability and transparency of landlords; measure their performance in key areas and ensure residents live in a safe, warm home and get a first-class service.

    From a customer experience and service design perspective, communicate, involve, listen and act are to become key watchwords for all social housing providers.

    For this to happen, genuine cultural change will be required in many organisations. On top of exploring new methods of engagement and service design, landlords will be required to measure their performance across a number of key areas and share the results publicly. 

    So, how do housing providers deliver the changes required to meet the ambitions of the White Paper? And what are the key areas we need to focus on to ensure all the relevant dots are joined up?

    During this virtual workshop, Hellon will approach the White Paper from a service design perspective and help delegates to:

    • Familiarise themselves with the ‘customer experience’ elements of the White Paper and the Charter for Social Housing Residents
    • Learn about the importance (and process) of steering and transforming your organisation’s culture and strategy towards customer-centricity
    • Understand the new standards and responsibilities you have as a landlord, directly related to resident experience
    • Learn how to engage with your residents effectively and the value it generates 
    • Educate your employees in the importance of customer service and getting to know residents, regardless of their role
    • Learn about the key principles of engagement when engaging with residents, including those with more complex needs
    • Learn how to implement a new complaints journey in response to the new Complaints Handling Code
    • Learn about the value of measuring customer satisfaction and experience and how to do it effectively.

    About Hellon

    “Great customer experiences are in our hearts, and our mission is to help you become the best you can be” Hellon

    Hellon is the most awarded customer experience design agency in the world, working across many sectors from retail and finance to health and housing. The team comprises a diverse group of experts, united by a common love for CX design and a passion to make things better. It has offices in Helsinki and London and has worked with companies in more than 20 countries.

    This workshop is essential for the following:

    • Chief executives
    • Executive teams
    • Customer experience and customer service teams
    • Business transformation and innovation teams
    • Policy and strategy teams
    • Housing management teams
    • Resident engagement teams.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start06 Oct 2021 09:30
    • End06 Oct 2021 13:30

    Getting your Equality Impact Assessment right

    Details

    Getting your Equality Impact Assessment right

    Virtual workshop

    Getting your Equality Impact Assessments right has never been more important. Gain the knowledge and get the support you need at this virtual workshop led by Colin Heyman, Lead Associate of the Equality and Diversity Network.

    Equality Impact Assessments (EqIAs) are an important tool in assessing policies and projects to ensure that they are accessible to all people – employees and/ or tenants.

    They are particularly important at this time when many new policies and initiatives are being introduced to deal with the exceptional situation that the coronavirus pandemic has caused.

    What will be covered:

    This workshop is designed to give you a practical walkthrough on how to carry out an EqIA. Delegates will go away with the knowledge and confidence to start carrying out EqIAs in their organisation.

    You will learn:

    • The background and legal basis to Equality Impact Assessments
    • When to carry out EqIAs, who to involve and what to assess
    • How to work through all the stages of carrying out an Equality Impact Assessment
    • Screening
    • Planning and setting up the EqIA team 
    • Collecting information
    • Analysing the information and assessing the policy’s impact
    • Making a decision about how to move forward
    • Drawing up an action plan
    • Top tips.

    Who should attend:

    This is essential for anyone leading or involved in undertaking an equality impact assessment:

    • Managers and directors from all departments
    • Human resources
    • Equality, diversity and inclusion
    • Business management
    • Chief executives 
    • Operations
    • Policy
    • Rent income and arrears
    • Resident involvement and scrutiny.
    • Training.

    Testimonials:

    "It was really good, a great mix of smaller group working and listening to the presenter. Great examples too."

    "It was really informative and Colin is such a knowledgeable trainer."

    "I really enjoyed the structure of the course and the breakout sessions mixing it up and getting to meet others and hear their opinions, views, ideas etc."

    About Colin Heyman:

    Colin Heyman has worked as a trainer, consultant and coach in equality and diversity for over 20 years. He has worked with small companies, large public sector organisations, and third sector organisations, including housing associations.

    Colin has a great deal of experience as well as a passion for equality and diversity issues. Amongst other things he specialises in supporting a network of Diversity Champions to be change agents to bring about change within their organisation, and in work on white privilege and allyship.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold Network |  The Health and Safety Network | The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £200.00 *
    Members of any HQN network: £175.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

  4. Innovation and Future Payment technology – A roadmap workshop hosted by Paypoint

    Details

    Innovation and Future Payment technology – A roadmap workshop hosted by Paypoint

    Free webinar

    HQN is teaming up with Pay Point, the leading payments provider who will showcase their range of in-market and future roadmap features for scrutiny and engagement from the sector. Interesting features will include how Open Banking will revolutionize payments and how automation and the use of API technology already is for housing associations.

    What will be covered:

    This virtual best practice group will cover

    • Multi-sector payment expectations (what do customers in 2021 expect when it comes to making payments)
    • Live and future product-based case studies
    • Feedback and engagement from the sector regarding what they would like to see in any future payment-based innovations.

    What is paypoint’s innovation roadmap?

    The purpose of any innovation roadmap is to ensure products continue responding to market needs. PayPoint have an exemplary track record of carrying out market research and responding to the current and future needs of our housing clients.

    With a look at the next 6 – 12 months of payments and beyond, PayPoint offer a deep-dive insight into what is coming on the payments horizon and how this can benefit our housing clients.

    Understand how payment technology and fintech is changing and what the future of payments looks like and the impact this can have on your tenant communications. Have the opportunity to design and shape PayPoint’s latest innovation roadmap.

    Why should you attend?

    Understand how payment technology and fintech is changing and what the future of payments looks like and the impact this can have on your tenant communications. Have the opportunity to design and shape Pay Point’s latest innovation roadmap

    What will you take away from the event?

    Delegates will leave the session with a developed insight into new payment technologies and how they can dramatically improve the lives of housing professionals and their customers, whether that be by automating back-office processes or by making fundamental changes the customer’s digital journey and front facing payment portals.

    Speakers:

    Vicky Lynch, Paypoint’s Strategic Partnership Lead, has spent the last 3 years meeting with housing associations to understand the requirements from a payments provider. Subsequent to client interactions, PayPoint has a purpose-built digital platform that responds to the sectors need for digital transformation in payment transactions. By providing an innovation suite of solutions such as APIs, Event Streamer, PayByLink and more, PayPoint’s products improve the customer journey, facilitates self-serve and automates back-office manual processing, in line with the needs of the sector. Our dynamic innovation roadmap is testament to our ongoing interactions with the sector and we never stand still.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold NetworkThe Health and Safety Network | The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network |

     

    find out more

    Meet At

    Delegate fees:

    *FREE to to all HQN members and non-members.

    Book now

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

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

    Cancellations and substitutions:

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

    In partnership with:

    Paypoint

     

    • Event TypeHQN Event
    • VenueVirtual workshop
    • Start12 Oct 2021 10:00
    • End12 Oct 2021 13:00

    Do the right thing – embedding environmental and social impact into core business

    Details

    Do the right thing – embedding environmental and social impact into core business

    Virtual workshop

    With the increasing focus on Environmental Social and Governance (ESG) reporting, accurate impact measurement is going to become a critical way for organisations to demonstrate their value. This workshop will give you a greater understanding of what’s required and how to measure your impact in key areas.

    Housing providers have always been proud of their social purpose – but how many still view this as a ‘nice to have’?

    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 inconsistencies with how we report impact across the organisation.

    Since the enactment of the Public Services (Social Value) Act 2012 organisations, and with the growing emergence of ESG performance measures, it is now more critical than ever for social housing providers to demonstrate their achievements in this area.

    These impacts are happening across the organisation as part of day-to-day business, and through the relationships with our supply chain, but this is often not reflected in our reporting. With the increasing focus on ESG reporting by investors, accurate impact measurement is going to become a critical way for organisations to demonstrate their value in order to secure future funding.

    What will be covered:

    This virtual workshop, led by social impact expert Barry Malki, will offer a high-level overview of Environmental and Social Impacts covering the following:

    • Introduction to Environmental and Social Impact
    • What it means in practice
    • Who are the stakeholders?
    • Examples of best practice (and bad practice)
    • Making procurement feed into ESG performance
    • Understanding measurement (an overview of different methods and their relevance).

    Why should you attend:

    The aim of this event is for delegates to leave with a greater understanding of Environmental and Social Impact, and how those impacts can be achieved through core business operations.

    Speaker:

    • Barry Malki, Director of Communities, Social Squared

    About our speaker: 

    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 several 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.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Asset Management Network | The Housing Finance Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £125.00 *
    Members of any HQN network: £99.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start12 Oct 2021 10:00
    • End20 Oct 2021 12:00

    Two day co-design in practice: How to deliver meaningful projects and The role of leadership in co-designing services

    Details

    Two day co-design in practice: How to deliver meaningful projects and The role of leadership in co-designing services

    Virtual workshop

    Learn how to deliver meaningful co-design projects which engage both residents and senior management teams at these exclusive workshops.

    Workshop one: Co-design in practice: How to deliver meaningful projects

    Tuesday 12 October 10am 12pm

    Co-design is a buzz word in the housing sector – but what does it really mean in practice and how can landlords make sure they are going about co-design in the right way?

    The Social Housing White Paper saw the government firmly place the onus on landlords to show they are continuously trying to improve how they engage with tenants. This means co-creation of services has never been more relevant.

    Done in the right way, co-design can make a positive impact on the services landlords offer to tenants. But it needs measurable action and meaningful tenant engagement, not just lip service. Sometimes it requires organisations to rethink their entire culture.

    What will be covered:

    Expert on co-design and Director and Partner at leading service design agency Hellon, Andreas Pattichis will lead the session which will explore:

    • How to do co-design properly
    • What true and genuine tenant engagement looks like
    • Learning and case studies showcasing best practice across the sector.

    Why should you attend:

    This workshop will provide practical advice on co-design for frontline teams who engage with tenants and people working in transformation and senior executives who want to gain a greater understanding of the process and potential business benefits.

    Essential for:

    • Senior executives including CEOs
    • Resident engagement teams
    • Customer experience and insight teams
    • Service design teams
    • Business transformation teams.

    Confirmed speakers:

    • Chair: Andreas Pattichis, Designer and Director at Hellon
    • Chris Hewitt, Head of Co-Create, SYHA
    • Clare Tostevin, Director of Growth, RBH
    • Fayann Simpson OBE, Chair of Resident Services Board at L&Q and resident
    • Socitm.

    Workshop 2: Co-design in practice: The role of leadership in co-designing services

    Wednesday 20 October 10am 12pm

    Understand the role of leadership teams and the importance of organisational culture in delivering meaningful co-design at this exclusive workshop.

    The Social Housing White Paper saw the government firmly place the onus on landlords to show they are continuously trying to improve how they engage with tenants.

    This means co-creation of services has never been more relevant. Done in the right way, co-design can make a positive impact on the services landlords offer to tenants. But it needs measurable action and meaningful tenant engagement.

    This can mean taking risks – and being prepared to hand more power back to tenants. That requires strong and empathetic leadership.

    What will be covered:

    • During this workshop, we’ll explore how leaders can empower their frontline and transformation teams to deliver impactful co-design projects with tenants and overcome challenges around this.

    Why should you attend:

    • This event for leaders and directors will offer the chance to learn more about what co-design is, what the benefits are, and what it can mean for improving and transforming services.
    • Expert on co-design and Director and Partner at leading service design agency Hellon, Andreas Pattichis will lead the session.
    • Delegates will also hear from chief executive and leaders with expertise in co-creation on how to embed this thinking across senior management teams.

    Essential for:

    • Senior executives including CEOs
    • Resident engagement teams
    • Customer experience and insight teams
    • Service design teams
    • Business transformation teams.

    Confirmed speakers:

    • Chair: Andreas Pattichis, Designer and Director at Hellon
    • Tony Stacey, Chief Executive of South Yorkshire Housing Association
    • Kate Wareing CEO, Soha
    • Alison Muir, Executive Director Housing Services, St Mungo’s
    • Jim Ripley, CEO of Phoenix Community Housing.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | | The Residents Network | The Strategic Network | The Housing Management Network.

    To book an individual session follow the below links and complete the booking form. To book both workshops, please complete the booking form below.

    Workshop one: Co-design in practice: How to deliver meaningful projects | Tuesday 12 October 10am – 12pm

    Workshop 2: Co-design in practice: The role of leadership in co-designing services | Wednesday 20 October 10am – 12pm

    find out more

    Meet At

    Further information

    Delegate fees:

    For both workshops
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    For individual workshops:
    Full price: £119.00 *
    Members of any HQN network: £99.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Book now

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writin

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start12 Oct 2021 10:00
    • End12 Oct 2021 12:00

    Workshop one: Co-design in practice: How to deliver meaningful projects

    Details

    Workshop one: Co-design in practice: How to deliver meaningful projects

    Virtual workshop

    Learn how to deliver meaningful co-design projects which engage both residents and senior management teams at this exclusive workshop.

    Co-design is a buzz word in the housing sector – but what does it really mean in practice and how can landlords make sure they are going about co-design in the right way?

    The Social Housing White Paper saw the government firmly place the onus on landlords to show they are continuously trying to improve how they engage with tenants. This means co-creation of services has never been more relevant.

    Done in the right way, co-design can make a positive impact on the services landlords offer to tenants. But it needs measurable action and meaningful tenant engagement, not just lip service. Sometimes it requires organisations to rethink their entire culture.

    What will be covered:

    Expert on co-design and Director and Partner at leading service design agency Hellon, Andreas Pattichis will lead the session which will explore:

    • How to do co-design properly
    • What true and genuine tenant engagement looks like
    • Learning and case studies showcasing best practice across the sector.

    Why should you attend:

    This workshop will provide practical advice on co-design for frontline teams who engage with tenants and people working in transformation and senior executives who want to gain a greater understanding of the process and potential business benefits.

    Essential for:

    • Senior executives including CEOs
    • Resident engagement teams
    • Customer experience and insight teams
    • Service design teams
    • Business transformation teams.

    Confirmed speakers:

    • Chair: Andreas Pattichis, Designer and Director at Hellon
    • Chris Hewitt, Head of Co-Create, SYHA
    • Clare Tostevin, Director of Growth, RBH
    • Fayann Simpson OBE, Chair of Resident Services Board at L&Q and resident
    • Socitm.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | | The Residents Network | The Strategic Network | The Housing Management Network.

    To book an individual session follow the below links and complete the booking form. To book both workshops, please click here to complete the booking form.

    Workshop 2: Co-design in practice: The role of leadership in co-designing services | Wednesday 20 October 10am – 12pm.

    find out more

    Meet At

    Further information

    Delegate fees:

    For individual workshops:
    Full price: £119.00 *
    Members of any HQN network: £99.00 *

    For both workshops
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Book now

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writin

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start13 Oct 2021 10:00
    • End13 Oct 2021 13:30

    Be prepared – building business resilience against cyberattacks

    Details

    Be prepared - building business resilience against cyberattacks

    Virtual workshop

    In 2021, a cyberattack on your business is much more likely to be a case of ‘when’ and not ‘if’. Our new business resilience workshop will help to make sure your organisation and employees are prepared.

    Cybercrime continues to adapt and grow, affecting companies and individuals across the UK. Essential public services are particularly vulnerable and social housing organisations are no exception.

    It is estimated that cybercrime costs the UK £27 billion, causing damage to businesses' infrastructure, supply chains and reputations.

    Organisations already hit by the cost of the Covid-19 pandemic have also faced, on average, an annual bill of £8,460 for lost data or assets following a cyber security breach (according to the Cyber Security Breaches Survey 2021).

    With 39% of businesses identifying cyber security breaches or attacks in the last 12 months – it is essential to be prepared. Business resilience and cyber security should be a top priority, especially with an increasingly remote workforce.

    For this new workshop, HQN is teaming up with the team from Commercial Initiatives, looking at the role of business continuity in underpinning your cyber resilience. It will help you with the process of preparing for, coping with and recovering from a cyberattack on your business.

    The day will end with an interactive business continuity exercise drawing on recent cyber issues and experiences.

    Sessions include:

    • Understanding the role of business continuity plans in countering a future cyber threat
    • Exploring the cyber risks posed by the new flexible working environment. What does good practice look like?
    • An interactive business continuity exercise focusing on a recent, real-life, cyberattack.

    Who should attend?

    This session is aimed at all directors; members of your incident and business continuity teams and ICT business continuity leads.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start13 Oct 2021 10:00
    • End13 Oct 2021 12:45

    Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Details

    Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Virtual workshop

    HQN is delighted to be partnering with the Housing Ombudsman Service for a new series of workshops in 2021.

    Following the publication of the Ombudsman’s Complaint Handling Code, this interactive virtual session will look at what should be included in an effective written response to a complaint and how landlords should approach putting things right.

    It will specifically focus on Part B (5) of the Code and discuss factors to be taken into account in proposing an appropriate and effective remedy to resolve a dispute.

    Drawing on best practice in dispute resolution based on the Ombudsman’s casework knowledge and experience, landlords will come away feeling better equipped to deal with complaints. There will also be the opportunity to network with other landlords.

    The workshop will be delivered by the Ombudsman's own expert trainers.

    Confirmed speakers:

    • John Goodwin, Systemic Adjudicator, Housing Ombudsman Service
    • Dave Simmons, Sector Development Lead, Housing Ombudsman Service.

    Testimonials:

    "It was really well structured and gives a sense of working in partnership with regulators. Keep doing what you are doing - thank you. HQN are always very professional in their delivery of training, webinars and networking." 

    "I thought Dave and John brought a really positive, enthusiastic and reassuring energy to the session. So often online workshops can feel a bit lifeless, but this is the most engaging one I've attended so far." 

    "Very informative and as always very well presented. Great delegate participation and everyone keen to get this right." 

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network.

    This workshop will also take place on Friday 5 November, Friday 26 November and Wednesday 15 December.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme: 

     Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event
    • VenueVirtual workshop
    • Start13 Oct 2021 10:00
    • End13 Oct 2021 12:00

    Preparing for the Social Housing White Paper? Let HQN help you peer review your approach

    Details

    Preparing for the Social Housing White Paper? Let HQN help you peer review your approach

    Virtual workshop

    We all recognise the importance of the Social Housing White Paper for the housing sector. Lots of you have told us you are busy preparing for it and putting together your plans.

    You don’t need to do this alone. HQN is here to help.

    On the back of our very popular toolkit we are running a series of practical workshops. It’s a great opportunity for organisations to get together to share approaches and best practice under the expert guidance of Roger Jarman, HQN associate and author of the toolkit and Lydia Dlaboha, HQN’s deputy CEO who heads up HQN’s service improvement work.

    The first session (held virtually) will be on Wednesday 13 October to consider and explore the way in which organisations are tackling their self-assessments.

    After that we’ll facilitate a general discussion and debate to:

    • Explore the governance arrangements for this – the frameworks and reporting structures that are being set up
    • The who and the how – who is being involved in the self-assessment and the approaches that are being taken
    • Best practice and lessons learnt so far:
      • What is working well?
      • What to avoid and how?

    Over the next couple of months we’ll run a session on each chapter working our way through the toolkit covering:

    • What are the expectations? What does good look like?
    • What needs clarification?
    • What are people struggling with? And the solutions
    • Top tips...with a write up of lessons learnt.

    HQN experts will be on hand to provide valuable guidance and advice.

    Delegates will go away with a lots of ideas as well as a detailed workbook to supplement our toolkit.

    Numbers will be kept small to make sure everyone gets a chance to take part.

    Chatham house rules will apply so you can speak openly and honestly.

    Who should attend?

    Essential for everyone with responsibility for preparing their organisations for the Social Housing White Paper – residents, staff and board members:

    • Service improvement teams
    • Governance/compliance
    • Health and safety
    • Operational teams
    • Involved residents and resident engagement specialists.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £99.00 *
    Members of the Housing Quality Network: FREE

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Book now

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start14 Oct 2021 10:30
    • End14 Oct 2021 13:00

    Bringing customer journey maps to life

    Details

     Bringing customer journey maps to life

    Virtual workshop

    Understand how to create customer journey maps that engage the whole organisation and lead to better services at these interactive virtual workshops.

    Customer journey mapping has become a key process for housing providers as they try to better understand and improve their relationship with residents.

    But how do you turn a paper exercise into something meaningful and ‘real’ for the whole organisation that ultimately leads to better services?

    To truly understand the ‘customer experience’, it is important to map the flow of how a customer becomes acquainted, uses and follows-up on a service offering. But how this customer journey information is used varies from organisation to organisation. For example, it could chart an existing customer journey or be used to develop an ambition for the future.

    Where customer journey mapping often falls down, however, is that it remains stuck with an individual or team and has limited visibility across the wider organisation. Although ownership of the customer journey map is critical, this lack of stakeholder engagement can also mean important elements of the journey are missing or support processes are missed out.

    The map therefore needs to be documented in a way that everyone can easily understand it and needs to be formatted in an intuitive way. But building one and acquiring the right insight can be a rather overwhelming task without the right tools and understanding.

    Thankfully, help is at hand. Leading service design agency Hellon, which has been responsible for hundreds of creating customer journey maps across many different sectors, social housing included, are delighted to share their expertise with housing professionals at these exclusive workshops.

    The virtual sessions will explore:

    • How to bring your customer journey map to life - tools and techniques
    • The benefits of treating the customer journey as a living document
    • How to involve stakeholders in creating a customer journey
    • What insights are required from the customer and how best to acquire them
    • How to turn a journey map into an emotional map.

    The workshop will combine theory with a set of reflective exercises and a showcase of inspirational case studies and methods to gain a better pragmatic understanding of the methodology.

    The session will be led by:

    Andreas Pattichis - Lead Service Designer, Hellon

    Andreas is a Nordic designer with a Mediterranean twist. As a lead service designer, he has worked in a variety of industries through the multifaceted nature of working in creative agencies. His co-workers describe him as full of energy, and excited about anything set onto his plate. Andreas has a strong academic background in the field of service design, which has allowed him to explore many sides of the field, with a keen interest in the development of a business mindset and an understanding of the opportunities in digitalisation. His biggest passion is working with people, with strong public speaking skills and an interest in exploring new methods for facilitating co-creative sessions. He has strong design lead skills, ensuring success and on-time delivery of any project. 

    Elisa Facondo - Senior Service Designer, Hellon

    Elisa is a versatile designer who is strong in both visual design and service design. Her service design expertise ranges from user research, customer interviews and designing workshop structures, to concept design and prototyping.  She is passionate about creating visual solutions that can communicate ideas to people on any level: from presentations and workshop visual support to full brand identities and activation creation. With degrees in Service and Interior design, Elisa communicates things 360°: thinking of the customer journey from start to end and looking at customer experience from several points of view.

    Eloise Smith-Foster - Service Designer, Hellon

    Eloise is an experienced, value-led and research-driven service designer.  Her practical experience in Germany and the UK, combined with a Master of European Design from the Glasgow School of Art, Aalto University and KISD University enables her to draw upon diverse methodologies and intercultural design expertise gained across Europe. She confidently undertakes insight driven projects end-to-end; from trend analytics and user research, to concept development, prototyping and delivery.  She is experienced in working across products, services and systems, with a particular focus on long term business opportunities due to her grounding in futures research.

    Who should attend?

    This workshop is for anyone who is involved in defining their tenant/homeowner experience or wishes to get a better understanding on how to utilise a journey map in their day-to-day business.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

  5. The hows and whys of chatbot technology for social landlords: Why are RSLs using chatbots and how are they managing them

    Details

    The how’s and why’s of chatbot technology for social landlords: Why are RSLs using chatbots and how are they managing them

    Free webinar

    Chatbots have arrived! This workshop will outlay an ultra-practical guide if you are considering setting up and using a chatbot, and if you are not, why you should be.

    When implemented well, chatbots and Artificial Intelligence have the potential to generate a positive user experience and huge benefits for customer teams, but there is so much in the process you need to consider first.

    From understanding the intricacies of digital adoption, the possible pitfalls, customer expectations and regulation to getting internal colleague buy-in to writing your business case and allocating budgets, this session will explore how to practically get a chatbot project started.

    It will also explore what landlords can gain from using this technology, how you can use chatbots to get closer to the tenant voice, unravel new data on customer trends and improve overall communicative accessibility with marginalised communities.

    What will be covered:

    This virtual best practice group will explore.

    • How chatbots can supercharge the customer experience
    • Things to consider when implementing self-service and chatbots
    • The result – how can improved customer feedback, facilitated by chatbots, drive better business insights.

    Why should you attend:

    This workshop is an opportunity for any housing professional interested in customer experience who wants to learn more about the world of chatbot technology and is seeking a better understanding of how you can develop a improved understanding of online tenant behaviour.

    What will you take away from the event:

    Practical know how of how you can improve your customer journey by using new chatbot technology both in and out of sector.

    Speakers:

    Kitty Hadaway, Futr’s UK Housing Lead is an expert in developing services to have customer loyalty, improved customer experience and good communication at the heart of social housing. Kitty thrives on understanding the challenges faced by housing providers in customer service and is passionate about ensuring Futr’s digital solutions are highly responsive to the needs of social landlords and their tenants. 

    Futr is a digital innovator who deploys automated customer contact solutions to the frontline of UK customer services. Recent collaborations within the sector include Believe housing and Ongo. And enables other public sector organisations including the police force, local councils and non profits to transform how they work. The platform delivers AI-powered conversations across messaging channels from Facebook to Alexa, and Skype to Slack, translating into 120 languages in real-time.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold NetworkThe Health and Safety Network | The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network |

    find out more

    Meet At

    Delegate fees:

    *FREE to to all HQN members and non-members.

    Book now

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

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

    Cancellations and substitutions:

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

    In partnership with

    Futr

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start20 Oct 2021 10:00
    • End20 Oct 2021 12:00

    Workshop two: Co-design in practice: The role of leadership in co-designing services

    Details

    Workshop 2: Co-design in practice: The role of leadership in co-designing services

    virtual workshop

    Understand the role of leadership teams and the importance of organisational culture in delivering meaningful co-design at this exclusive workshop.

    The Social Housing White Paper saw the government firmly place the onus on landlords to show they are continuously trying to improve how they engage with tenants.

    This means co-creation of services has never been more relevant. Done in the right way, co-design can make a positive impact on the services landlords offer to tenants. But it needs measurable action and meaningful tenant engagement.

    This can mean taking risks – and being prepared to hand more power back to tenants. That requires strong and empathetic leadership.

    What will be covered:

    • During this workshop, we’ll explore how leaders can empower their frontline and transformation teams to deliver impactful co-design projects with tenants and overcome challenges around this.

    Why should you attend:

    • This event for leaders and directors will offer the chance to learn more about what co-design is, what the benefits are, and what it can mean for improving and transforming services.
    • Expert on co-design and Director and Partner at leading service design agency Hellon, Andreas Pattichis will lead the session.
    • Delegates will also hear from chief executive and leaders with expertise in co-creation on how to embed this thinking across senior management teams.

    Essential for:

    • Senior executives including CEOs
    • Resident engagement teams
    • Customer experience and insight teams
    • Service design teams
    • Business transformation teams.

    Confirmed speakers:

    • Chair: Andreas Pattichis, Designer and Director at Hellon
    • Tony Stacey, Chief Executive of South Yorkshire Housing Association
    • Kate Wareing CEO, Soha
    • Alison Muir, Executive Director Housing Services, St Mungo’s
    • Jim Ripley, CEO of Phoenix Community Housing.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | | The Residents Network | The Strategic Network | The Housing Management Network.

    To book an individual session follow the below link and complete the booking form. To book both workshops, please click here to complete the booking form.

    Workshop one: Co-design in practice: How to deliver meaningful projects | Tuesday 12 October 10am – 12pm

    find out more

    Meet At

    Further information

    Delegate fees:

    For individual workshops:
    Full price: £119.00 *
    Members of any HQN network: £99.00 *

    For both workshops
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Book now

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

    Cancellations must be made in writin

  6. Gridizen: Engaging the unengaged

    Details

    Gridizen: Engaging the unengaged

    Free webinar

    The Covid pandemic has demonstrated the need for housing providers to adopt a multi-spectrum approach with Resident engagement and to ensure no one falls through the gaps in communication. Housing providers have been forced to rethink how we can best engage and how we, as housing professionals can be more adaptable to meet the needs and expectations of residents both in the way we communicate and what we use to communicate.

    A rapid increase in the use of technology has meant more service users have become comfortable in using the technology, but will the momentum continue as we return to the new normal?

    HQN is teaming up with Gridizen to look at different ways in which organisations have overcome barriers to effective engagement, what we’ll need to adjust to in the new normal and what needs to be in place to ensure that people don’t fall through the gaps in the future

    What will be covered:

    This virtual best practice group will explore.

    • Innovative methods of communication organisations have been using to communicate with residents over the pandemic
    • How the pandemic has changed wider attitudes to communications and technology including the lessons learnt
    • How can we continue to operate in the new normal with a multi strategy approach? What barriers do we need to be aware of in the future?

    Why should you attend?

    Over the past few years, Resident Engagement has become more crucial than ever with people taking a much greater interest in the operations of their landlords. Moving forward, organisations will need to avoid the pitfalls of the past and provide an opportunity to hear every voice.

    What will you take away from the event?

    Delegates will leave the sessions with an increased understanding of the barriers to engagement, and the tools and strategies needed to overcome them.

    Speakers:

    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 several 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.

    Kamran Mahmood CEO of Gridizen software started his career in investment banking in 1990, before founding his own residential and serviced apartments management businesses in 1999. Working in both the hospitality and property sectors, Kamran noticed a significant difference in how customers were prioritized. He founded Gridizen in 2017 to create a cutting-edge property management platform which places resident communications at the heart of its platform. Gridizen is the first technology solution to support ESG reporting in housing for seamless data collection and reporting.

    Find out more about Gridizen by visiting www.gridizen.co.uk or email them at info@gridizen.co.uk

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold NetworkThe Health and Safety Network | The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network |

    find out more

    Meet At

    Delegate fees:

    *FREE to to all HQN members and non-members.

    Book now

    To check your membership entitlement please email networks@hqnetwork.co.uk or call 01904 557150 (option 3).

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

    Cancellations and substitutions:

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

    In partnership with

    Gridizen

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start27 Oct 2021 09:30
    • End16 Feb 2022 13:30

    How to write a housing strategy: from theory into practice

    Details

    How to write a housing strategy

    Virtual workshop

    If you need to write, refresh or revise a key housing strategy, this series of four practical workshops will guide you every step of the way.

    HQN has been experiencing a significant increase in people asking for support to refresh key housing strategies. Whilst we’re always happy to roll up our sleeves and take on the lion’s share of such work, we’re also very aware that many organisations are working with significantly reduced budgets and needing to do a lot of this work in-house.

    That’s why we have decided to launch a new programme, which combines access to consultancy support and information with a structured approach to developing a new strategy. The programme covers four workshops, taking you through each of the key stages. You’ll develop a project and consultation plan, review the data and gather evidence, appraise options and resources. You’ll also have access to HQN resources including relevant toolkits and briefings.

    Strategy development often ends up in the ‘important but not urgent’ box: committing to the programme creates momentum and a deadline. You’ll also have support from others in the group, able to exchange ideas, and act as a sounding board.

    Each workshop will equip you for the next stage of the work, so by the end of the four workshops you’ll have a complete draft of your new strategy – job done! The workshops will apply to any strategy with a housing focus, be this a housing strategy, homelessness strategy, tenancy strategy or similar. They will also apply whether you work for a local authority, RP or other housing provider.  

    In order to complete your strategy within that timescale you’ll obviously need to set aside additional time to do the work – but for each stage you’ll have a clear idea of what you need to do and how to do it – effectively, and in line with best practice.

    The programme will be delivered by HQN associate Wendy Murphy who will be with you every step of the way.

    The four workshops will focus on:

    Workshop one: Overview, planning and partnerships – Wednesday 27 October

    By the end of this session, you’ll have a tailored action plan setting out the key stages of the work, and a consultation plan showing how you will involve partners and other stakeholders. You’ll have considered the merits of setting up a steering group, identified key risks to delivery, and considered national and local context, including other relevant strategies which need to be taken into account.

    Book now

    Workshop two: Data analysis and consultation – Wednesday 17 November

    By the end of this session, you’ll know where to get the data you need and how to address any gaps. You’ll also have a clear idea of the level of detail you need to include. In addition, you’ll have the opportunity to build on your consultation plan, thinking about key topics to be addressed and the use of different consultation mechanisms.

    Book now

    Workshop three: Emerging priorities, options and resources – Wednesday 19 January

    By this stage you’ll have some emerging priorities for action; this workshop will focus on options to deliver those priorities whether its increasing the delivery of new homes, opening up access to the private rented sector, preventing homelessness or taking a public health approach to housing. We’ll look at planning flexibly around uncertain resource levels, sources of funding and getting partners on board for delivery. By the end of this session you’ll have all the information you need to begin drafting your strategy.

    Book now

    Workshop four: Housing needs of particular groups and bringing it all together – Wednesday 16 February

    We’ve deliberately left the scope of the last workshop to be decided by the participants. Maybe you’re looking to increase your knowledge in a particular area, or you want to bounce some ideas off colleagues. This last session will give you the opportunity to explore challenges and solutions that are relevant to you. By the end of this session, completing your strategy will be plain sailing!

    Book now

    And that’s not all…

    Although the workshops are designed to work together, you can book for a single workshop using the links above. However, if you sign up for all four, you get significant added value! You’ll have access to:

    • Relevant HQN toolkits – there are specific toolkits for developing a housing, homelessness ore tenancy strategy and specialist toolkits covering areas such as enabling and housing for older people
    • Relevant HQN briefings – covering a range of topics, such as community-led and self-build housing, supported housing, domestic violence and abuse
    • A one-hour session with an HQN lead associate to discuss your strategy in more detail and help to ensure you are on track.

    You’ll benefit from the experience of others and have plenty of opportunities to ask practical questions and explore ideas with others facing the same challenges.

    About Wendy Murphy

    Wendy Murphy is an experienced consultant who has worked in the housing sector for more than 30 years. She has undertaken a wide range of consultancy assignments for HQN, including projects on tenancies and allocations. She has written briefing papers for HQN on a wide range of topics, including emerging new approaches to housing management, tenancy strategies and policies, affordable rents, allocations and lettings, hard-to-let properties and partnership working.

    Wendy was previously a senior manager with Bristol City Council where she was responsible for developing new approaches to housing management, including locally managed approaches and integration with a wider range of services. She was chair of Flourish Homes and sat on the Aster Group board for eight years. Wendy has run a large number of in-house and public training courses; her approach is practical and action orientated, ensuring that learning is embedded into the organisation. Wendy also works as a coach and facilitator.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more: 

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold NetworkThe Health and Safety Network | The Asset Management Network | The Residents Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network 

    find out more

    Meet At

    Further information

    Delegate fees
    All four workshops:
    Full price: £525.00 *
    Members of any HQN network: £400.00 *

    Book now

    Individual workshops:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    To book individual workshops please use the links below each session.

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start27 Oct 2021 10:30
    • End27 Oct 2021 12:00

    Understanding the roles of the Accountable Person and Building Safety Manager – a Building Safety Bill workshop

    Details

    Understanding the roles of the Accountable Person and Building Safety Manager – a Building Safety Bill workshop

    virtual workshop

    Our latest workshop on the Building Safety Bill gives you the lowdown on two key roles that will be created by the new legislation.

    The Government has heralded the new Building Safety Bill, as ‘a clear pathway for the future on how residential buildings should be constructed and maintained’.

    And while it has already been criticised in some quarters for not going far enough, there is little doubt that the 218-page draft legislation has huge implications for the entire construction industry, including social housing providers.

    Underpinned by a new Building Safety Regulator, the bill seeks to ensure any building safety risks in new and existing high rise residential buildings of 18 meters and above (or at least seven storeys) are ‘effectively managed and resolved, taking cost into account’.

    Two of the key roles identified in the bill are that of the Accountable Person and Building Safety Manager, who between them will have responsibility for the management of fire and structural safety in one or more buildings.

    While Royal Assent for the bill is still some way off, it’s vital that housing providers understand what these new roles mean for both from a business and building management perspective.

    Recruiting for these roles is unlikely to be straightforward – there is already a shortage of skilled building safety professionals working in the sector, the new legislation is likely to create huge demand for a limited resource and, to make matters even more complicated, the British Standards Institution (BSI) is not expected to publish standards covering the competence requirements for the Building Safety Manager until Spring 2022.

    To help housing providers navigate their way through the proposed measures, HQN is teaming up with building safety experts from leading law firm Norton Rose Fulbright for a 90-minute workshop to provide up-to-date advice on what organisations should be doing now in preparation for the new legislation and the creation of the Accountable Person and Building Safety Manager roles specifically.

    Confirmed speakers:

    • Neave Maguire, Associate Solicitor, Norton Rose Fulbright
    • Scott Edwards, Contract Manager (Development), Islington and Shoreditch Housing Association.

    If you are members of the following networks, this event will be beneficial. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Health and Safety Network | The Asset Management Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £75.00 *
    Members of any HQN network: £49.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start28 Oct 2021 09:00
    • End28 Oct 2021 16:00

    Construction health and safety for social landlords – Construction (Design and Management) Regulations 2015

    Details

    Construction health and safety for social landlords – Construction (Design and Management) Regulations 2015

    Virtual workshop

    Update your knowledge of the construction health and safety regulations with this CPD-accredited one-day workshop.

    With the focus on the Construction (Design and Management) Regulations as they stand now, this full day workshop is crammed full of useful information to help you to better understand the requirements and put them into practice within your organisation.

    As well as learning about when CDM applies to works and what exactly is required by social landlords, you’ll also get the opportunity to work through practical exercises.

    The day will cover elements such as:

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

    Updated for 2021, the workshop will cover three new key areas:

    • Design Risk Management – All designers have a duty to provide and accompany their designs with a design risk management register which highlights the design risks that cannot be designed out but which the Principal Contractor/contractor will be faced with and must deal with during the construction. We’ll cover the above and provide examples of a DRM spreadsheet
    • Significant Risk Registers (SRR) – What is a Significant Risk Register? Who should complete this? Who requires access to the SRR and, at the end of the project, what happens to this important document? We will provide an example of an SRR
    • The draft Building Safety Bill – How will this impact on CDM 2015?.

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

    Who should attend?

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

    Available for CPD points, this one-day workshop will be delivered by Raymond Bone and colleagues from Abbey Construction Consultants.

    About Raymond Bone

    Raymond Bone is the Managing Director of Abbey. He holds a master’s degree in Occupational Health and Safety Management along with a bachelor’s degree in Occupational Health, Safety and Environmental Management from the University of Hull, United Kingdom. Raymond joined Abbey in 2016 and oversees the CDM Consultancy and Health and Safety advisory services throughout Europe. In 2014, Raymond set up his own Health and Safety consultancy – Bone4Safety - and was responsible for all health and safety management including specialising in the Construction (Design and Management) Regulations 2007 & 2015. At present Raymond lectures on year 2 and 4 of the BSc Degree at the University of Hull and is a Chartered Member of IOSH (The Institute of Occupational Safety and Health). Raymond actively promotes Health and Safety through membership of IOSH Council, Chair of the IOSH Consultancy Group, Chair of the IOSH Humber Branch and Chair of the Association for Project Safety (APS) Yorkshire Region and has recently been invited and joined the Board of Directors for the APS.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Health and Safety Network | The Asset Management Network.

    find out more

    Meet At

    Further information

    Delegate fees:

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

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

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start02 Nov 2021 10:30
    • End02 Nov 2021 12:00

    Allyship: putting words into action

    Details

    Allyship: putting words into action

    Virtual workshop

    Understand how Allyship can help to promote an inclusive culture in organisations at this 90-minute workshop.

    For many years housing organisations have been trying to improve equality, diversity and inclusion. This has been given new impetus in the last 18 months by the unequal effects of the pandemic and by the Black Lives Matter movement. This workshop will look at the part allyship has to play in supporting inclusion.

    Allyship is central to creating inclusive cultures, where discrimination and disadvantage is challenged and tackled. By supporting marginalised individuals and groups, allyship can improve engagement and productivity and foster a culture of better understanding and awareness, and the ability to move forward on issues of equality, diversity and inclusion.

    Although the session will focus mainly on race, the principles are applicable to all protected characteristics.

    There will be plenty of time for you to ask questions. 

    What will be covered:

    • Why allyship? What is allyship?
    • What do terms like ‘privilege’, ‘white privilege’ and ‘underprivilege’ mean anyway?
    • What gets in the way of being allies?
    • A model of allyship and anti-racism
    • What we can do as individuals
    • What organisations can do
    • How to challenge in a constructive way.

    This workshop is essential for anyone who wants to promote an inclusive culture in their organisation and take action to support people from under-represented/marginalised groups. 

    About Colin Heyman:

    Colin Heyman has worked as a trainer, consultant and coach in equality and diversity for over 20 years. He has worked with small companies, large public sector organisations, and third sector organisations, including housing associations.

    Colin has a great deal of experience as well as a passion for equality and diversity issues. Amongst other things he specialises in supporting a network of Diversity Champions to be change agents to bring about change within their organisation, and in work on white privilege and allyship.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Equality, Diversity and Inclusion Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £75.00 *
    Members of any HQN network: £49.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Cancellations and substitutions:

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

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

     

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start05 Nov 2021 10:00
    • End05 Nov 2021 12:45

    Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Details

     Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Virtual workshop

    HQN is delighted to be partnering with the Housing Ombudsman Service for a new series of workshops in 2021.

    Following the publication of the Ombudsman’s Complaint Handling Code, this interactive virtual session will look at what should be included in an effective written response to a complaint and how landlords should approach putting things right.

    It will specifically focus on Part B (5) of the Code and discuss factors to be taken into account in proposing an appropriate and effective remedy to resolve a dispute.

    Drawing on best practice in dispute resolution based on the Ombudsman’s casework knowledge and experience, landlords will come away feeling better equipped to deal with complaints. There will also be the opportunity to network with other landlords.

    The workshop will be delivered by the Ombudsman's own expert trainers.

    Confirmed speakers:

    • John Goodwin, Systemic Adjudicator, Housing Ombudsman Service
    • Dave Simmons, Sector Development Lead, Housing Ombudsman Service.

    Testimonials:

    "It was really well structured and gives a sense of working in partnership with regulators. Keep doing what you are doing - thank you. HQN are always very professional in their delivery of training, webinars and networking." 

    "I thought Dave and John brought a really positive, enthusiastic and reassuring energy to the session. So often online workshops can feel a bit lifeless, but this is the most engaging one I've attended so far." 

    "Very informative and as always very well presented. Great delegate participation and everyone keen to get this right." 

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network.

    This workshop will also take place on Wednesday 13 October, Friday 26 November and Wednesday 15 December.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:   

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start09 Nov 2021 10:00
    • End11 Nov 2021 13:00

    The Rent Income Excellence Network annual conference 2021 – are we standing on a Covid cliff edge?

    Details

    The RIEN annual conference 2021 – are we standing on a Covid cliff edge?

    Virtual conference

    This year’s RIEN annual conference will explore the post-Covid pressure points for income teams with the focus on innovative solutions to support residents and sustain tenancies.

    Increased financial and economic problems for tenants, imposed restrictions on enforcement, concern for people’s mental health and wellbeing, and the introduction of ‘breathing space’ has placed a question mark on traditional escalation measures and has changed the playing fields for Income Collection teams.

    What will be covered:

    Taking place across three mornings, this year’s virtual RIEN annual conference will:

    • Examine the development of hybrid income teams with a focus on sustainability and collecting with care
    • Explore how tenant engagement and the conversations we have around debts and money can influence payment behaviour
    • Look at how technology can help us. Working from home, restrictions on face-to-face contact and home visiting has propelled the digital agenda forwards and there are important lessons to be learnt from changing demands and efficiencies for service delivery to be made
    • Predict some of the challenges still to come. Join the debate about what housing providers can expect when furlough and other financial support is lifted. Who are most at risk of tenancy failure and what can we do to support them?

    Themes across the three days include:

    Day 1: Tuesday 9 November (10.00am – 1.00pm)

    How has Covid-19 changed income collection? Focusing on the growth of financial inclusion/economic inclusion/sustainability teams instead of enforcement. Will the collecting with care approach continue if arrears start to rise and the eviction ban ends? How do we support the mental health and wellbeing of residents?

    Day 2: Wednesday 10 November (10.00am – 1.00pm)

    How can technology help us? From behavioural science and customer insight to predictive analytics and the automation of services. Is the switch to digital services leaving some residents behind? How do we ensure no-one is excluded?

    Day 3: Thursday 11 November (10.00am – 1.00pm)

    Are we standing on a Covid-19 cliff edge? What are experts telling us about the economic landscape and the challenges facing low-income households? What impact will the end of furlough and removal of the Universal Credit uplift have? Who has been most affected and how do we help them?

    Why you should attend:

    This conference will cover all aspects of income collection. If you are responsible for maximising income, manage or work in a sustainability or welfare team this event is essential to help you understand the rapidly changing world of post-Covid income collection.

    What will you take away from the event:

    • Learn how to successfully collect with care without putting your income at risk.
    • See how new technologies can streamline workloads and improve the efficiency of your collection teams.
    • Know who is most at risk so pro-active action can be taken to reduce tenancy failure.

    Confirmed speakers:

    • Chair: Kim Long, Senior Network Manager, HQN
    • Ilyas Lunat, Senior Income Manager, Connect Housing Association
    • Matt Kelly, Income Manager, Ongo
    • Rob Sandalls, Stepchange
    • Jonathan Brownbill, Head of customer accounts, Mobysoft
    • Vicky Lynch, Strategic Sector & Partnerships Lead, PayPoint
    • Mark Walker, Director of Customer Accounts and Lettings, Optivo
    • Maggie Houghton, Programme Manager, Hyde Foundation
    • Chris Walker, Behavioural Science Lead, Voicescape
    • Kitty Hadaway, Head of Sales for housing, Futr
    • Kate Lindley, Service Lead – Digital and Data, Socitm
    • Glenys Harriman, Director, HousingSystems
    • Richard Bampton, Head of Income, A2Dominion and RIEN Associate
    • More to be announced…            

    Essential for:

    • Senior income service managers
    • Income collection teams
    • Sustainability teams
    • Finance professionals
    • Debt and welfare benefit advisors. 

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Innovation and Technology Network | The Leasehold Network | The Strategic Network | The Housing Management Network | The Housing Finance Network | The Rent Income Excellence Network | The Equality, Diversity and Inclusion Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    RIEN members offer: £49.00* after booking your first place

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

    The Rent Income Excellence Network

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start23 Nov 2021 10:00
    • End23 Nov 2021 16:00

    The Housing Management Network annual conference 2021 – supporting and engaging with young people

    Details

    Housing Management Network annual conference

    Virtual conference

    This year’s housing management annual conference will explore the role housing management teams can play to support the next generation.

    The next generation face unprecedented challenges, especially those children and young people for whom life was difficult before the pandemic hit.

    There is a whole host of evidence indicating the pandemic has disproportionately impacted children and young people in several key areas, including housing, homelessness, employment, education, and mental health.

    Research from charity Young Minds found that close to 70% of young people believed the pandemic would have a long-term negative effect on their mental health.

    The housing sector – and in particular housing management teams – has a responsibility to work with partner organisations to minimise the impact of the pandemic on children and young people and create opportunities for them to have a brighter future.

    What will be covered:

    Sessions include:

    • Designing a better future for children and young people
    • Child exploitation and county lines – How can housing professionals help?
    • Tenancy sustainment – Care leavers pledge
    • Promoting housing as a career of choice for young people
    • Improving access to financial support for struggling families
    • Housing’s role in safeguarding children.

    Why should you attend:

    The event will highlight best practice on key topics including intergenerational communities, safeguarding, anti-social behavior and supporting care leavers.

    What will you take away from the event?

    Learn how to engage with the next generation and develop services that really support the needs of the tenants of tomorrow

    Speakers:

    • Angela Gascoigne, CEO of SHAL
    • Dr Kelly Henderson, Morgan Sindall
    • Charlie Norman, CEO, MSV
    • Keren Miller, Head of Community Engagement at resident led Phoenix Community Housing Association
    • More to be announced…

    Essential for:

    • CEO’s
    • Senior Engagement Managers
    • Sustainability teams
    • Housing Management professionals.

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network | The Residents Network | The Strategic Network | The Housing Management Network |The Equality, Diversity and Inclusion Network.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Housing Management members offer: £49.00* after booking your first place

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:   

    Click here to download the programme

    Cancellations and substitutions:

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

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

    The Housing Management Network

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start26 Nov 2021 10:00
    • End26 Nov 2021 12:45

    Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Details

     Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Virtual workshop

    HQN is delighted to be partnering with the Housing Ombudsman Service for a new series of workshops in 2021.

    Following the publication of the Ombudsman’s Complaint Handling Code, this interactive virtual session will look at what should be included in an effective written response to a complaint and how landlords should approach putting things right.

    It will specifically focus on Part B (5) of the Code and discuss factors to be taken into account in proposing an appropriate and effective remedy to resolve a dispute.

    Drawing on best practice in dispute resolution based on the Ombudsman’s casework knowledge and experience, landlords will come away feeling better equipped to deal with complaints. There will also be the opportunity to network with other landlords.

    The workshop will be delivered by the Ombudsman's own expert trainers.

    Confirmed speakers:

    • John Goodwin, Systemic Adjudicator, Housing Ombudsman Service
    • Dave Simmons, Sector Development Lead, Housing Ombudsman Service.

    Testimonials:

    "It was really well structured and gives a sense of working in partnership with regulators. Keep doing what you are doing - thank you. HQN are always very professional in their delivery of training, webinars and networking." 

    "I thought Dave and John brought a really positive, enthusiastic and reassuring energy to the session. So often online workshops can feel a bit lifeless, but this is the most engaging one I've attended so far." 

    "Very informative and as always very well presented. Great delegate participation and everyone keen to get this right." 

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network.

    This workshop will also take place on Wednesday 13 October, Friday 5 November and Wednesday 15 December.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:    

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start02 Dec 2021 10:00
    • End02 Dec 2021 13:00

    The Residents’ Network annual conference

    Details

    The Residents’ Network annual conference

    Virtual conference

    The Residents' Network is pleased to announce the date of the 2021 annual conference. Further details on the themes and sessions will be confirmed in due course.

    To register your interest please email events@hqnetwork.co.uk.

    Please note: times are subject to change depending on whether the event is virtual or held in person. All those who register interest will be the first to hear the timings and locations.

    find out more

    Meet At

    Further information

    Times and pricing will be confirmed in due course.

    Please email events@hqnetwork.co.uk to register your interest.

     

    The Residents' Network

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start15 Dec 2021 10:00
    • End15 Dec 2021 12:45

    Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Details

     Housing Ombudsman workshop: Drafting effective complaint responses and appropriate remedies

    Virtual workshop

    HQN is delighted to be partnering with the Housing Ombudsman Service for a new series of workshops in 2021.

    Following the publication of the Ombudsman’s Complaint Handling Code, this interactive virtual session will look at what should be included in an effective written response to a complaint and how landlords should approach putting things right.

    It will specifically focus on Part B (5) of the Code and discuss factors to be taken into account in proposing an appropriate and effective remedy to resolve a dispute.

    Drawing on best practice in dispute resolution based on the Ombudsman’s casework knowledge and experience, landlords will come away feeling better equipped to deal with complaints. There will also be the opportunity to network with other landlords.

    The workshop will be delivered by the Ombudsman's own expert trainers.

    Confirmed speakers:

    • John Goodwin, Systemic Adjudicator, Housing Ombudsman Service
    • Dave Simmons, Sector Development Lead, Housing Ombudsman Service.

    Testimonials:

    "It was really well structured and gives a sense of working in partnership with regulators. Keep doing what you are doing - thank you. HQN are always very professional in their delivery of training, webinars and networking." 

    "I thought Dave and John brought a really positive, enthusiastic and reassuring energy to the session. So often online workshops can feel a bit lifeless, but this is the most engaging one I've attended so far." 

    "Very informative and as always very well presented. Great delegate participation and everyone keen to get this right." 

    This event is highly recommended for members of the following networks. Not a member? Click the below links to find out more:

    The Housing Quality Network.

    This workshop will also take place on Wednesday 13 October, Friday 5 November and Friday 26 November.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *

    Book now

    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts or free places at this event. Please call 01904 557150 for more information.

    Programme:     

    Click here to download the programme

    Cancellations and substitutions:

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email events@hqnetwork.co.uk

    Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

    If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

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

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Our conferences, seminars and workshop events consistently receive top satisfaction ratings from delegates. Click here to take a look at some of the recent feedback.

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