• Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start11 May 2021 10:00
    • End11 May 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

    Sold out

    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 workshop will also take place on Tuesday 25 MayFriday 11 June, Wednesday 23 June,  Thursday 8 July and Tuesday 20 July.

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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 May 2021 09:50
    • End13 May 2021 12:00

    Supporting mental health during COVID and beyond for tenants and employees

    Details

    Supporting the mental health of tenants during COVID and beyond

    Virtual workshop

    This Mental Health Awareness Week, HQN focuses its attention on how we can support both staff and tenants – two sessions run over two days.

    Mental Health Awareness Week - supporting the mental health of tenants during COVID and beyond.

    Research from mental health charity MIND found that around one in three social housing tenants in rent arrears are experiencing mental health problems.

    Housing management challenges including anti-social behaviour, hoarding and substance misuse are complex issues that can also often be connected to mental health issues.

    The findings from the latest 2019-20 English Housing Survey show that social tenants have the lowest levels of life satisfaction (71%); are least likely to believe that life is worthwhile (74%) and have the lowest levels of happiness (70%) compared to all other housing groups. The survey also found that social renters experienced the highest degree of anxiety (32%).

    The role of frontline workers in supporting people with mental health problems, is a key part of the Social Housing White Paper, with the Government stating it wants to ensure staff have the “right knowledge and skills to work sensitively with people who have or are at risk of developing mental health problems.”

    This session, being run during Mental Health Awareness week, is essential for frontline staff, housing officers and income collection staff and their managers. It will look at:

    • How to spot the signs of poor mental health amongst tenants and action to take
    • Updates on the latest best practice on how to deal with complex issues such as hoarding
    • How services can be redesigned so that mental health becomes more central to our frontline roles
    • How we can continue to deliver core services and collect rents in a more compassionate way.

    Confirmed speakers:

    • Amy Cheswick, Director of Customers and Partners, Raven Housing Trust
    • Fayann Simpson, Group Board Member, L&Q
    • Julie Walker, Head of Operations (Community Safety), Gentoo
    • Alison Turner, Service Manager, Rethink Mental Illness
    • Emma Mamo, Head of Workplace Wellbeing at MIND.

    Supporting employee’s mental health during COVID and beyond

    Virtual workshop

    Mental Health Awareness Week - Supporting employees’ mental health during COVID and beyond.

    Employee mental health has become more important than ever over the past year.

    The UK’s leading psychiatrist has warned COVID-19 poses the greatest long-term threat to mental health since the second world war.

    The pandemic has meant that many people’s traditional ways of coping with mental health problems have not been readily available and many teams are having to deal with increasingly complex scenarios in their day to day work as well as the communities they live in, with sharp rises in anti-social behaviour and domestic abuse.

    While flexible working from home has its benefits for some, others have found it challenging and for employers it has meant becoming innovative and creative when it comes to connecting with their employees, boosting morale and supporting people’s mental health and resilience.

    This workshop is for HR professionals and those leading frontline teams working in the housing sector. It will look at best practice examples of how housing providers have supported the mental health of staff throughout the pandemic and lessons learned that can be carried into the future.

    The two workshops being run during Mental Health Awareness week can be booked separately below:

    Supporting the mental health of tenants during COVID and beyond | Wednesday 12 May | 10am – 12pm

    Supporting employee’s mental health during COVID and beyond | Thursday 13 May | 10am – 12pm

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £199.00 *
    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.

    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)
    • Start12 May 2021 10:00
    • End12 May 2021 12:00

    Supporting the mental health of tenants during COVID and beyond

    Details

    Supporting the mental health of tenants during COVID and beyond

    Virtual workshop

    Mental Health Awareness Week – supporting the mental health of tenants during COVID and beyond.

    Research from mental health charity MIND found that around one in three social housing tenants in rent arrears are experiencing mental health problems.

    Housing management challenges including anti-social behaviour, hoarding and substance misuse are complex issues that can also often be connected to mental health issues.

    The findings from the latest 2019-20 English Housing Survey show that social tenants have the lowest levels of life satisfaction (71%); are least likely to believe that life is worthwhile (74%) and have the lowest levels of happiness (70%) compared to all other housing groups. The survey also found that social renters experienced the highest degree of anxiety (32%).

    The role of frontline workers in supporting people with mental health problems, is a key part of the Social Housing White Paper, with the Government stating it wants to ensure staff have the “right knowledge and skills to work sensitively with people who have or are at risk of developing mental health problems.”

    This session, being run during Mental Health Awareness week, is essential for frontline staff, housing officers and income collection staff and their managers. It will look at:

    • How to spot the signs of poor mental health amongst tenants and action to take
    • Updates on the latest best practice on how to deal with complex issues such as hoarding
    • How services can be redesigned so that mental health becomes more central to our frontline roles
    • How we can continue to deliver core services and collect rents in a more compassionate way.

    Confirmed speakers:

    • Nisa Chisipochinyi, Director of Wellbeing, South Yorkshire Housing Association
    • Amy Cheswick, Director of Customers and Partners, Raven Housing Trust
    • Fayann Simpson, Group Board Member, L&Q
    • Julie Walker, Head of Operations (Community Safety), Gentoo
    • Alison Turner, Service Manager, Rethink Mental Illness.

    The two workshops being run during Mental Health Awareness week can be booked separately below:

    Supporting employee’s mental health during COVID and beyond | Thursday 13 May | 10am – 12pm

    Discounted prices are available when you book both 'Supporting mental health' sessions.

    Total price for both sessions:

    • Non-members - £199 + VAT
    • Members - £150 + VAT.

    To book both sessions, please click here to complete the booking form.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £150.00 *
    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.

    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 May 2021 10:00
    • End13 May 2021 12:00

    Supporting employees' mental health during COVID and beyond

    Details

    Supporting employee’s mental health during COVID and beyond

    Virtual workshop

    Mental Health Awareness Week - Supporting employees’ mental health during COVID and beyond.

    Employee mental health has become more important than ever for landlords over the past year.

    The UK’s leading psychiatrist has warned COVID poses the greatest long-term threat to mental health since the second world war.

    The pandemic has meant that many people’s traditional ways of coping with mental health problems have not been readily available and teams are having to deal with increasingly complex scenarios in their communities, with sharp rises in anti-social behaviour and domestic abuse.

    While flexibly working from home has had its benefits for some staff, others have found it challenging and for employers it has meant becoming innovative and creative when it comes to connecting with their employees, boosting morale and supporting people’s mental health and resilience.

    This event for HR professionals and those leading frontline teams working in the housing sector will look at best practice examples of how housing providers have supported the mental health of staff throughout the pandemic and lessons learned that can be carried into the future.

    Confirmed speakers:

    • Charlie Norman, Chief Executive of Mosscare St Vincent’s
    • Steve Allcock, Director of Data & Digital Transformation at Johnnie Johnson
    • Tony Stacey, Chief Executive of South Yorkshire Housing Association
    • Emma Mamo, Head of Workplace Wellbeing at MIND.
    • Louise Roberts, People Development Director, Orbit.

    The two workshops being run during Mental Health Awareness week can be booked separately below:

    Supporting the mental health of tenants during COVID and beyond | Wednesday 12 May | 10am – 12pm

    Discounted prices are available when you book both 'Supporting mental health' sessions.

    Total price for both sessions:

    • Non-members - £199 + VAT
    • Members - £150 + VAT.

    To book both sessions, please click here to complete the booking form.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £150.00 *
    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.

    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 May 2021 10:00
    • End13 May 2021 13:00

    Understanding the tenant of the future: Lifestyle choices and payment habits of the under-30s

    Details

    The tenant of the future: Improving the rent arrears of the under-30s

    Virtual workshop

    With the under 30s among the hardest hit financially by the Covid-19 pandemic, what does the future have in store for our younger tenants and how can we be more in tune with their lifestyle choices and payment habits? This virtual event will attempt to provide some answers

    The young people of today are the tenants of tomorrow. Planning for their future is essential to our business success and there’s no doubt that the sector needs to do more to really understand and support the younger generation.

    • How well do we know and understand them?
    • Are we doing enough to engage with the under-30s – what works and why?
    • Is our service offer fit for the future? What needs to change?
    • What is causing the average 3% higher rent arrears than other age groups? What can housing providers do to reverse the trend?
    • Rental schemes that target younger tenants - how successful are they?
    • What best practice is there to draw on from across the sector– what works and what to avoid.

    This event will furnish you with the vital advice and research your organisation needs to start targeting your services and initiatives at the under 30s.

    Make sure the younger generations are a priority for you.

    Our keynote speaker, Sian Williams, is committed to redesigning the financial ecosystem to reduce poverty and enable investment in people’s potential. After learning about financial exclusion and microfinance on an Open University course, Sian left a diplomatic career to work on financial inclusion at the anti-poverty charity, Toynbee Hall. As Director of Policy, Innovation and External Affairs, she now leads Toynbee Hall’s team of participatory researchers and innovators focused on understanding people’s lived experience of exclusion, poverty and inequality, with the aim of co-designing solutions which support better, more sustainable outcomes for people and their communities. Sian supported HM Treasury to create the fee-free Basic Bank Account, has led work on improving access to fee-free ATMs in areas of multiple deprivation, and chaired the Payments Strategy Forum’s End User Needs Working Group to develop more flexible and transparent payment solutions to meet consumer needs. She studied at Durham, the Open University and SOAS, and is an Executive Coach.

    Confirmed speakers:

    • Keynote speaker: Sian Williams, Director of Policy, Innovation and External Affairs at Toynbee Hall
    • Chair: Kim Long, Connect Housing and RIEN Associate
    • Richard Bampton, Head of Income at A2Dominion
    • Jenny Hoolachan, Cardiff University
    • Hugh Russell, Chair of the Project Board at Tai Ffres
    • Dr Amanda Oliver, Project Manager at Tai Ffres.

    Essential for:

    This event is for everyone involved in planning or providing a service to residents including - policy and performance, resident engagement, rent collection and income management, financial inclusion, housing management.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £150.00 *
    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.

    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 May 2021 10:30
    • End13 May 2021 12:30

    Do the right thing – delivering and demonstrating social value

    Details

    Do the right thing – delivering and demonstrating social value

    Virtual workshop

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

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

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

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

    Following the Covid-19 pandemic, and the resulting economic impact, we have seen a sharp increase in the numbers of people requiring additional support. With housing associations and local authorities playing a leading role in working to mitigate these effects, it is now more important than ever to maximise the expertise and resources available through the supply chain. By ensuring that these relationships are delivering social value right where it’s needed, we can help people to manage and overcome future challenges.

    With the increasing focus on ESG reporting in housing, accurate impact measurement is going to become a critical way for organisations to demonstrate their value.

    What will be covered:

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

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

    Why should you attend and what will you take away from the event?

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

    Speakers:

    • Barry Malki, Director, Social Squared.

    Essential for:

    Anyone responsible for embedding a social value approach into their organisation, including:

    • Executive directors and board members
    • Community investment teams
    • Finance professionals
    • Procurement teams
    • Business management teams
    • Governance teams.
    find out more

    Meet At

    Further information

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

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

    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.

  1. Property and repairs management for DLOs

    Details

    Property and repairs management for DLO’s

    Virtual workshop

    Free to members

    In association with MRI.

    Technology is being used daily to maintain housing stock and deliver repairs, maintenance, and asset management operations. But with wide ranging and complex requirements and multiple systems in play, seeing the true value-added of technology can be a challenge. 

    Find out how dedicated repairs and maintenance management software can alleviate that pain and revolutionise how you manage day-to-day operations and long-term strategic planning. 

     This session explores: 

    • The repairs and maintenance journey through the eyes of the resident – is your tech enhancing the overall customer experience?
    • Efficiency control - increase throughput of operatives to maximise the number of jobs in a day  
    • Promoting a first-fix ethos across your organisation and how stock control can help.

    This session will be of particular interest to people working in IT, repairs and asset management roles.

    *Please note that places are limited to two per organisation.

    **This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

    find out more

    Meet At

    Further information

    Delegate fees:

    **FREE to all HQN members.

    Non-members: £60.00 *

    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.

    In association with:

    MRI

    Cancellations and substitutions:

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

  2. How to build a chatbot your customers will love

    Details

    How to build a chatbot your customers will love

    Free to members

    In association with FuzzLab: Why is it that some chatbots underwhelm while others provide an excellent customer experience and what can you do to make sure your implementation is a successful one.

    This session will provide an overview of best practices to get the best possible outcome from your chatbot implementation. We’ll tell you the most important things you need to do and the things to avoid making sure your customers have an excellent experience so you can reduce call volumes.

    *Please note that places are limited to two per organisation. 

    **This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

    find out more

    Meet At

    Further information

    Delegate fees:

    **FREE to all HQN members.

    Non-members: £60.00 *

    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.

    In association with:

    Fuzzlab

    Cancellations and substitutions:

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start25 May 2021 10:00
    • End25 May 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

    Sold out

    Selling fast

    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 workshop will also take place on Friday 11 June, Wednesday 23 June,  Thursday 8 July and Tuesday 20 July.

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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 TypeInnovation and Technology Network
    • VenueVirtual workshop
    • Start25 May 2021 10:00
    • End25 May 2021 12:30

    Future Tech: Exploring the applications of IoT, AI & VR/AR

    Details

    Future Tech: Exploring the applications of IoT, AI & VR/AR

    Virtual workshop

    How are social housing providers using innovative technology to improve ways of working and outcomes for customers

    In this session, we will explore how social housing providers can and are using innovative technology to improve ways of working and outcomes for customers. We'll focus on the benefits and practical applications of:

    • Internet of Things and Smart Homes;
    • Artificial Intelligence and Machine Learning
    • Virtual and Augmented Reality.

    This session will use real life case studies and share good practice from housing professionals and technologists working within and outside of the sector.

    Why should you attend:

    To find out more about what IoT, AI and VR/AR and to take ideas and examples back into your organisation to begin making the case for applying them. 

    What will you take away from the event:

    A better understanding of how these technologies work, the business case for applying them, and how they're being used within the housing sector already.

    Confirmed speakers:

    • Stewart Davison, DTL Creative
    • Chris Milborrow, DTL Creative.

    Who should attend?

    Everyone responsible for taking forward new technology within their organisations who already has a basic understanding. Suitable for specialists and operational managers at a variety of levels.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £150.00 *
    Members of any HQN network: £100.00 *

    * 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.

    In partnership with

    DTL

     

    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
    • Start26 May 2021 10:00
    • End26 May 2021 12:30

    Getting to grips with ESG – growing knowledge of the new Sustainability Reporting Standard

    Details

    Getting to grips with ESG – growing knowledge of the new Sustainability Reporting Standard

    Virtual workshop

    With environmental, social and governance (ESG) reporting becoming increasingly important for the social housing sector, this workshop will help organisations understand why it matters and how to find and capture relevant data.

    According to Homes England, there is an “increasingly significant” focus on the need to demonstrate Environmental, Social and Governance (ESG) data to secure the necessary investment for affordable housing development.

    Large social housing investment funders are introducing progressively stricter impact criteria on their affordable housing funding streams, meaning that there is greater pressure on registered providers to evidence performance in this area.

    In response, the sector has worked with financial institutions and The Good Economy to create a new Sustainability Reporting Standard, published last November, to help organisations report on their ESG performance in a ‘transparent, consistent and comparable way’.

    As well as financial implications, the government’s focus on resident engagement and sustainability targets for social housing means that there will be a growing demand to demonstrate ESG compliance in future.

    With no standard practice for measuring or demonstrating ESG information, many housing providers are unsure how to capture or report relevant data. A lack of cohesion between departments can lead to pertinent information falling through the cracks.

    This workshop session is designed to help organisations to understand the importance of ESG data, where relevant data is being generated within different departments, and how coming changes will impact on future development activity.

    Topics covered include:

    • What is ESG reporting?
    • Why are investment funders focusing on impact?
    • The government’s focus on ESG
    • The Sustainability Reporting Standard for Social Housing: 12 themes and 48 criteria for measurement
    • Tools for collating ESG data.

    Speakers:

    • Barry Malki, Director, Social Squared and HQN associate
    • Andy Smith, Head of Housing Impact Services, The Good Economy

    About Barry Malki

    Barry has worked with a number of FTSE 250 companies to develop their approach to social value, as well as developing strategies for local authorities, housing providers and central government agencies. He was recently on a review panel to make recommendations for future changes to the social value legislation and is a strategic partner of Social Value UK and Social Value International. 

    Who should attend: 

    • Chief Executives
    • Executive teams
    • Board members
    • Finance professionals
    • Development teams
    • Governance teams
    • Strategy and policy people
    • Sustainability Managers.
    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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 masterclass
    • Start27 May 2021 10:30
    • End27 May 2021 13:00

    Spotlight on data and VfM masterclass

    Details

    Spotlight on data and VfM masterclass

    Please note change of date

    Virtual masterclass

    Selling fast

    Find out how to make sure you submit your data to the RSH right first time

    Find out how to benchmark your official VfM metrics from the RSH for 2020/21 with peers

    HQN is teaming up with the Regulator of Social Housing for a special workshop to help you get your regulatory returns right and make sure you’ve got all bases covered on value for money.

    Combining two sessions into one, this half-day virtual event will provide practical guidance ahead of the 31 May deadline for statistical data returns while also giving you the lowdown on what the regulator is looking for when it comes to VfM.

    The RSH says the quality of reporting remains 'mixed' both in terms of the data being submitted and providers' ability to meet the VfM Standard's requirements. But fear not, help is at hand.

    This exclusive workshop is designed to give registered providers a better understanding of what the regulator expects. You will get to hear from two of RSH’s top people:

    • Andy Wilson, Head of Financial Viability Assurance, who will cover the data returns/global accounts
    • Adele McNamara, Head of Strategic Implementation, who will cover VfM reporting.

    HQN chief executive Alistair McIntosh, and associates Ian Parker and Jo Ballman, will also be on hand to get into the detail and help provide answers to your questions on data governance and VfM metrics.

    We will cover:

    • What needs to be submitted and when
    • Tips on best practice, including the pitfalls to avoid and a reminder of why these returns and data in general is so important
    • How to make sure you calculate ALL of the metrics correctly
    • How you explain trends in performance on these metrics (particularly where definitions have changed)
    • What you must put in the accounts
    • How you deal with VfM at an IDA (where the probing is intense)
    • The requirement to demonstrate that your decisions lead to “optimal benefit”
    • How to get your board up to speed on VfM
    • A demonstration of how you can use the RSH’s metrics on VfM to benchmark and evaluate your costs versus peers (using HQN’s Housing Finance Network model which can be input straight into your annual report).

    Who should attend?

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

    • Finance directors
    • Finance teams
    • Managers responsible for gathering data and tracking performance
    • Governance teams
    • Board members (particularly those with audit and risk portfolios).
    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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 May 2021 10:30
    • End27 May 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

    Selling fast

    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 *

    * 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.

  3. How to train your chatbot for success

    Details

    How to train your chatbot for success

    Free to members

    In association with FuzzLab: This session will dive into the details of how to train your chatbot so that it provides a fantastic customer experience.

    It will give guidance on the things you need to do so your chatbot implementation is super successful and stop your customers getting frustrated. From structuring your project to doing the analysis to giving you the know-how to train the AI.  

    *Please note that places are limited to two per organisation. 

    **This session is free to all HQN members. To check your entitlement email networks@hqnetwork.co.uk or call 01904 557150 (option 3). 

    find out more

    Meet At

    Further information

    Delegate fees:

    **FREE to all HQN members.

    Non-members: £60.00 *

    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.

    In association with:

    Fuzzlab

    Cancellations and substitutions:

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start08 Jun 2021 10:00
    • End08 Jun 2021 13:00

    Making remote working work for frontline teams – how will we deliver services once lockdown is lifted?

    Details

    Making remote working work for frontline teams – how will we deliver services once lockdown is lifted?

    Virtual workshop

    Making remote working work for frontline teams – how will we deliver services once lockdown is lifted?

    The way we deliver frontline services may have changed forever.

    Social housing providers have changed working practices in light of COVID-19 to ensure the health and safety of staff and tenants.

    It is perhaps frontline teams that have seen the biggest shift – with complex services and complex cases such as ASB mediation – being forced into a virtual world.

    But how well have we risen to the challenges of these circumstances and how have tenant expectations of housing management services changed over the last year?

    In this session, we’ll examine how frontline teams are preparing for a more flexible approach to working, how some services will change once society begins to open up again and what landlords are championing in the long term.

    This event is for housing managers and officers, Directors of Neighbourhoods, tenancy sustainment staff and transformation teams.

    It will explore:

    • How have organisations adapted frontline services during the last year?
    • What good practices have we learned that will become part of the ‘new normal’?
    • How do we balance giving frontline teams the flexibility and freedom offered to other parts of the business and continue to deliver services?
    • How have tenant expectations changed over the past year?.

    Essential for:

    • Housing managers and officers (supported and general needs housing)
    • Tenancy sustainment teams.
    • Directors of neighbourhood
    • Transformation teams.
    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £150.00 *
    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.

    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
    • Start08 Jun 2021 10:30
    • End08 Jun 2021 12:00

    Mayoral elections and future of city/sub-regions

    Details

    Strategic Housing Month: Mayoral elections and future of city/sub-regions

    Virtual Workshop

    The devolution agenda has been beneath the radar for the housing sector, especially as the White Paper has been delayed until at least late 2021. However, the issue is resurfacing with, for example, the Mayoral elections in May. From a housing perspective, the Greater London Authority and the combined authorities in Greater Manchester and the West Midlands continue to progress their strategies on tackling homelessness, addressing issues in the private sector, and delivering new affordable housing. In addition, the Government recently announced plans to take forward the Oxford-Cambridge Arc proposals that could see the development of one million homes by 2050. 

    This session will focus on two key issues:

    • The state of play on devolution in England including the links with, for instance, local government reorganisation, the levelling up agenda, city deals and local growth deals 
    • The Implications for housing such as city region and sub-regional housing and homelessness strategies, investment/funding opportunities (eg joint ventures) and governance arrangements (eg partnerships).

    Keynote speaker: Tim Brown, HQN associate.

    If you’re joining us let us know using #HQNstrategic on Twitter.

    find out more

    Meet At

    Further information

    Individual sessions**:

    Full price: £100*
    Members of any HQN network: £80*

    * 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.

    **To book onto individual sessions please follow the links in the text on the left and complete the booking form on its page.

    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 masterclass
    • Start09 Jun 2021 10:30
    • End09 Jun 2021 12:30

    Gas safety masterclass – the ‘new normal’ for compliance and emerging best practice

    Details

    Gas safety masterclass – the ‘new normal’ for compliance and emerging best practice

    Virtual masterclass

    Get the lowdown on the latest gas safety legislation and best practice at our popular masterclass as we begin to emerge from lockdown.

    The law hasn’t been on lockdown – the fact that landlords have certain legal obligations has not changed.

    But staying compliant relies on gaining access to tenants’ homes. Covid-19 will continue to make this harder.

    HQN is delighted to bring you a live virtual masterclass on gas safety, inspections and gas related issues.

    The session will cover the legal aspects around compliance enforcement and penalties for non-compliance.

    Kevin Bentley, lead assessor for HQN’s gas safety accreditation, will cover the practical issues and best practice principles.

    We’ll also take a look at the opportunities and challenges that lie ahead, including an overview of the government’s plans to replace gas boilers with hydrogen systems in all new-build properties from 2025.

    What will be covered:

    • The latest legislation – guidance on how to remain compliant and the latest case law affecting you, including information on the issue of access
    • Effective working with your contractor/DLO – make sure the relationship is delivering what you need
    • Are your maintenance systems up to date? The main issues and a checklist of what you should be doing
    • Key performance indicators, monitoring and reporting arrangements – what, where and when?
    • Best practice – take stock of current best practice including the benefits of SMART technology
    • Managing and mitigating your risks and disaster recovery – effective planning for the future
    • A look ahead at the implications of Carbon Zero and the new era of hydrogen boilers.

    Who should attend:

    Repairs and maintenance operatives, gas managers, health and safety managers, officers and operatives, void and housing managers, surveyors and multi-skilled operatives, operations management and those responsible for contracting with, assessing and managing gas safety.

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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
    • Start11 Jun 2021 10:00
    • End11 Jun 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 workshop will also take place on Wednesday 23 June,  Thursday 8 July and Tuesday 20 July.

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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
    • Start17 Jun 2021 10:30
    • End24 Jun 2021 13:00

    Two day event: Wise before the event – how to get ready for your IDA

    Details

    Two day event: Wise before the event – how to get ready for your IDA

    Virtual workshop

    HQN is running two accelerator workshops to help registered providers prepare for an In-Depth Assessment. We have a proven formula for success that we will share.

    Helpfully, the Regulator of Social Housing has published the results of an independent survey of those who have been through IDAs.

    It sets out the changes these landlords put in place after an IDA. Why don’t you do these before an IDA?

    It’s what the RSH wants to see, they all make sense, and you will maximise the rating. That’s a win win win.

    Workshop one: Stress testing and risk

    “Greater focus on stress testing”

    This is the change 59% of RPs made thanks to an IDA but it’s time to get ahead of the game.

    During this session we will:

    • Explain the RSH requirements (including making practical use of the stress factors identified in their annual Sector Risk Profile)
    • Show how G1/V1 landlords approach stress testing (make sure the stresses are comprehensive, layered on top of each other and tailored to the actual RP so they are relevant and come to life for the board)
    • Outline the key ingredients of emerging scenarios you can adapt to your circumstances (such as Covid recovery and the Green Swan decarbonisation stress tests recommended by the Bank for International Settlements) 
    • Take you through the mitigations G1/V1 landlords are applying to counteract risks
    • Demonstrate how you can use your business planning models to show the impact of particular stresses and mitigations on your various covenants and golden rules
    • Give practical examples showing how stresses can breach covenants aligned to strategies for offsetting these (note: all mitigations need to be prudent and not just a means to avoid a covenant breach - cutting repair cost to the point where safety is at risk is simply not an option)
    • Explain the role your board must play in stress testing – they must grasp the key risks, understand the early warning signs of a risk emerging and what to do when it does – stress testing must be tough – “What is difficult in training will become easy in a battle” Alexander Suvorov
    • Learning the lessons from Covid – this was a classic Black Swan event – how should we mobilise for any such surprises in the future?

    “Greater focus on risk appetite and risk reporting at Board level”

    About one third of RPs went to work on this after an IDA.

    We will cover:

    • Good practice on setting and reporting on risk appetites
    • Techniques for setting your risk appetite – the scoring and ranking options explained
    • Matching risks to plausible mitigation strategies that actually work
    • Putting in place the lines of defense – sharing good practice on management controls, using internal auditors and independent technical experts (on the big safety risks of fire, gas, electrics, water, asbestos and lifts)
    • Dealing with damaging new risks such as cyber crime
    • Managing sales and development risks as the market flexes after lockdown and Brexit
    • The emerging lessons from the Grenfell Inquiry on commissioning experts, reporting to board and listening to residents
    • Ensuring you are ready for the new challenges coming through the Charter for Social Housing Residents such as identifying and supporting the nominated officers for safety and the Consumer Standards and preparing for service inspection
    • Alerting you to the dangers of fake assurance from traffic light reports (Is green always good? What was the sample size? Who makes the judgement call? Can you rely on them?).

    Workshop two: Board skills and reports

    According to the RSH, too many RPs remain behind the curve when it comes to getting the right mix of people on their Board and producing succinct, up to date and accurate papers. We can help.

    “Reviewing skills gaps in Board membership”

    About a quarter of landlords took steps to upskill boards after their IDA. Our session will cover:

    • Identifying the core skills and attributes all boards need to run the business and meet regulatory requirements
    • How to specify the particular blend of skills and attributes needed at your board based on your size, specialisms and areas of exposure to risk
    • Explaining what the RSH is looking for when it examines your governance reviews, skills audits and appraisal records
    • How to make sure the resident voice is heard clearly in the boardroom (whether through board membership and/or the use of panels and other forms of consultation)
    • How to avoid the known pitfalls that catch out even the most skilled boards, such as groupthink
    • How to keep the skills base refreshed and in tune with changing times (Do you have members with any knowledge of combating cyber-crime and removing carbon from homes?).

    Reviewing presentation materials to ‘thin out’ Board papers and make them more digestible”

    This is what 28% of RPs tried to do following their IDA. Frankly, we thought the figure would be a lot higher! Separating the wood from the trees is akin to the labours of Sisyphus. No sooner have board members got through one 300-page board pack and the next one thumps onto the doormat (or clogs up your iPad). 

    For HQN, this is one of the most serious issues facing boards. It is all too easy to miss important things and fail to ask the right questions. This lies at the heart of why boards with great CVs make big mistakes.

    We will cover:

    • Planning for meetings to ensure important matters for decision get the time and focus needed
    • The role of the chair in planning meetings and making sure the right questions get asked and answered
    • Writing succinct reports that give all the pertinent facts with clear options for decisions
    • How to present complex financial information in a straightforward manner
    • (including use of graphs)
    • Keeping clear sight of risks as they pass through various meetings such a main board, risk and audit and development
    • The effective use of awaydays to get under the skin of thorny issues.

    Who should attend?

    • Chief executives
    • Executive teams
    • Board members (including resident members)
    • Governance staff
    • Audit and risk teams
    • Senior staff responsible for compiling Board reports
    • Anyone involved in the IDA process.

    The two workshops can be booked separately below:

    Workshop one: Stress testing and risk | Thursday, 17 June 2021 – 10.30am to 1pm

    Workshop two: Board skills and reports | Thursday, 24 June 2021 – 10.30am to 1pm

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £150.00 *
    Individual workshop: £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.

    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
    • Start17 Jun 2021 10:30
    • End17 Jun 2021 13:00

    Workshop one: Stress testing and risk

    Details

    Workshop one: Stress testing and risk

    virtual workshop

    “Greater focus on stress testing”

    This is the change 59% of RPs made thanks to an IDA but it’s time to get ahead of the game.

    During this session we will:

    • Explain the RSH requirements (including making practical use of the stress factors identified in their annual Sector Risk Profile)
    • Show how G1/V1 landlords approach stress testing (make sure the stresses are comprehensive, layered on top of each other and tailored to the actual RP so they are relevant and come to life for the board)
    • Outline the key ingredients of emerging scenarios you can adapt to your circumstances (such as Covid recovery and the Green Swan decarbonisation stress tests recommended by the Bank for International Settlements) 
    • Take you through the mitigations G1/V1 landlords are applying to counteract risks
    • Demonstrate how you can use your business planning models to show the impact of particular stresses and mitigations on your various covenants and golden rules
    • Give practical examples showing how stresses can breach covenants aligned to strategies for offsetting these (note: all mitigations need to be prudent and not just a means to avoid a covenant breach - cutting repair cost to the point where safety is at risk is simply not an option)
    • Explain the role your board must play in stress testing – they must grasp the key risks, understand the early warning signs of a risk emerging and what to do when it does – stress testing must be tough – “What is difficult in training will become easy in a battle” Alexander Suvorov
    • Learning the lessons from Covid – this was a classic Black Swan event – how should we mobilise for any such surprises in the future?

    “Greater focus on risk appetite and risk reporting at Board level”

    About one third of RPs went to work on this after an IDA.

    We will cover:

    • Good practice on setting and reporting on risk appetites
    • Techniques for setting your risk appetite – the scoring and ranking options explained
    • Matching risks to plausible mitigation strategies that actually work
    • Putting in place the lines of defense – sharing good practice on management controls, using internal auditors and independent technical experts (on the big safety risks of fire, gas, electrics, water, asbestos and lifts)
    • Dealing with damaging new risks such as cyber crime
    • Managing sales and development risks as the market flexes after lockdown and Brexit
    • The emerging lessons from the Grenfell Inquiry on commissioning experts, reporting to board and listening to residents
    • Ensuring you are ready for the new challenges coming through the Charter for Social Housing Residents such as identifying and supporting the nominated officers for safety and the Consumer Standards and preparing for service inspection
    • Alerting you to the dangers of fake assurance from traffic light reports (Is green always good? What was the sample size? Who makes the judgement call? Can you rely on them?).

    Who should attend?

    • Chief executives
    • Executive teams
    • Board members (including resident members)
    • Governance staff
    • Audit and risk teams
    • Senior staff responsible for compiling Board reports
    • Anyone involved in the IDA process.

    The two workshops can be booked separately below:

    Workshop two: Board skills and reports | Thursday, 24 June 2021 – 10.30am to 1pm

    Discounted prices are available when you book both workshop sessions, click here for more infomation and to book.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £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.

    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
    • Start22 Jun 2021 10:00
    • End22 Jun 2021 12:00

    What the Social Housing White Paper means for local authorities

    Details

    What the Social Housing White Paper means for local authorities

    virtual workshop

    The White Paper promises the biggest shake-up to local authority housing for years so what should you be doing now to prepare?

    A return to proactive consumer regulation, a robust inspection regime and new tenant satisfaction measures are just some of the major changes on the horizon for local authorities as part of the recent Social Housing White Paper.

    The government’s determination to treat all social housing residents in the same way, regardless of who their landlord is, has far-reaching implications for councils – not least from a resource and capacity issue.

    Although legislation is required to bring about the regulatory changes, both the Ministry of Housing and Local Government and the Regulator of Social Housing have promised to ‘move at pace’ where they can. It is therefore essential that local authorities get ahead of the game and start preparing as best they can.

    At this virtual workshop, HQN associates Roger Jarman and Emma Lindley will set out the key changes proposed in the White Paper, highlight the implications for local authorities, ALMOs and TMOs and provide practical advice on the steps that can be taken now.

    This session will also look at a range of other proposals that have major implications for local authorities, including a new framework of ‘Green Infrastructure Standards’; a requirement for housing associations and councils to work together on allocations and new measures to support tenants with mental health and/or facing anti-social behaviour issues.

    Speakers:

    • Roger Jarman, former Head of Housing at the Audit Commission.

    This workshop is essential for:

    • All local authority housing professionals, including ALMOs and TMOs
    • Non-housing backroom teams responsible for housing departments
    • Housing protfolio holders.
    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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
    • Start23 Jun 2021 10:00
    • End23 Jun 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 workshop will also take place on Friday 11 June, Thursday 8 July and Tuesday 20 July.

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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
    • Start24 Jun 2021 10:30
    • End24 Jun 2021 13:00

    Workshop two: Board skills and reports

    Details

    Workshop two: Board skills and reports

    Virtual workshop

    According to the RSH, too many RPs remain behind the curve when it comes to getting the right mix of people on their Board and producing succinct, up to date and accurate papers. We can help.

    “Reviewing skills gaps in Board membership”

    About a quarter of landlords took steps to upskill boards after their IDA. Our session will cover:

    • Identifying the core skills and attributes all boards need to run the business and meet regulatory requirements
    • How to specify the particular blend of skills and attributes needed at your board based on your size, specialisms and areas of exposure to risk
    • Explaining what the RSH is looking for when it examines your governance reviews, skills audits and appraisal records
    • How to make sure the resident voice is heard clearly in the boardroom (whether through board membership and/or the use of panels and other forms of consultation)
    • How to avoid the known pitfalls that catch out even the most skilled boards, such as groupthink
    • How to keep the skills base refreshed and in tune with changing times (Do you have members with any knowledge of combating cyber-crime and removing carbon from homes?).

    Reviewing presentation materials to ‘thin out’ Board papers and make them more digestible”

    This is what 28% of RPs tried to do following their IDA. Frankly, we thought the figure would be a lot higher! Separating the wood from the trees is akin to the labours of Sisyphus. No sooner have board members got through one 300-page board pack and the next one thumps onto the doormat (or clogs up your iPad). 

    For HQN, this is one of the most serious issues facing boards. It is all too easy to miss important things and fail to ask the right questions. This lies at the heart of why boards with great CVs make big mistakes.

    We will cover:

    • Planning for meetings to ensure important matters for decision get the time and focus needed
    • The role of the chair in planning meetings and making sure the right questions get asked and answered
    • Writing succinct reports that give all the pertinent facts with clear options for decisions
    • How to present complex financial information in a straightforward manner
    • (including use of graphs)
    • Keeping clear sight of risks as they pass through various meetings such a main board, risk and audit and development
    • The effective use of awaydays to get under the skin of thorny issues.

    Confirmed speakers:

    • Alistair McIntosh, Chief Executive, HQN
    • Sinead Butters, Chief Executive, Aspire Group
    • Ian Parker, lead finance associate, HQN
    • Jo Ballman, governance and risk associate, HQN

    Who should attend?

    • Chief executives
    • Executive teams
    • Board members (including resident members)
    • Governance staff
    • Audit and risk teams
    • Senior staff responsible for compiling Board reports
    • Anyone involved in the IDA process.

    The two workshops can be booked separately below:

    Workshop one: Stress testing and risk | Thursday, 17 June 2021 – 10.30am to 1pm

    Discounted prices are available when you book both workshop sessions, click here for more infomation and to book.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £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.

    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
    • Start24 Jun 2021 13:00
    • End24 Jun 2021 16:30

    The Leasehold Summit 2021

    Details

    The Leasehold Summit 2021

    Virtual conference

    This year’s Leasehold Summit looks at the road ahead for leasehold teams in the company of a top line-up of speakers.

    What will be covered:

    The government’s roadmap has pointed the way forward for the country as the Covid–19 restrictions are relaxed. Leasehold teams can move with more confidence.

    But there are hazards on the road ahead over the upcoming months and into 2022.

    We can expect an upscaling in activities and many signposts of new legislation, regulations, and guidance.

    Leaseholders have been patient over the last year, and times have been tough for many. But as ‘normality’ beckons, they’ll expect to see full services returning, and more value for money for their service charges and management fees. The challenge for the rest of this year, and into 2022, is to plot a course to deliver just that.

    This year’s Summit looks at some of the operational challenges and pressures coming up over the next 12 months.

    Confirmed speakers and sessions:

    • Mike Edmunds, Head of Leaseholder Services, Camden London Borough Back in business – post-Covid recovery
    • Steve Michaux, Head of Resident Services, A2 Dominion Clarity on cladding
    • Kirsty Skinner, Leasehold Manager, Coastline A first foray into forfeiture for shared owners
    • John Gargan, Associate, The Leasehold Network Fire and building safety and service charges; how much does it 'come at a cost'?
    • Richard Blakeway, The Housing Ombudsman Making things right – a new approach to leaseholder complaints
    • Natasha Greenwood, Head of Commercial Operations, Sovereign and Ann Faulkner, Associate, The Leasehold Network battle it out in 'The Shared Ownership Hustings’..."the new model vs the old model"...Who will come out on top?  

    What will you take away from the event?

    Find out how the latest government policies, protocols and legislation will impact on your day-to-day work and get some expert advice and guidance on how to move your services forward.

    Essential for:

    This is an essential event for all leasehold practitioners and anyone responsible for leasehold and home ownership services in their organisation, including those working in the following areas:

    • Leasehold management
    • Leasehold policy and strategy
    • Home ownership
    • Sales
    • Service charge administration
    • Right to Buy
    • Business management
    • Estate services
    • Service development
    • Performance management
    • Customer service.

    Special offer:
    Book four or more places to receive multiple discount.
    Non-members: 4+ delegates – £125.00 + VAT per delegate
    Members: 4+ delegates – £99.00 + VAT per delegate

    find out more

    Meet At

    Further information

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

    Special offer:
    Book four or more places to receive multiple discount.
    Non-members: 4+ delegates – £125.00 + VAT per delegate
    Members: 4+ delegates – £99.00 + VAT per delegate

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start30 Jun 2021 10:30
    • End30 Jun 2021 13:00

    Future proofing your asset management strategy – taking a dynamic approach to meeting the challenges ahead

    Details

    Asset Management Toolbox 2021 – taking a dynamic approach to meeting the challenges ahead

    Virtual workshop

    Does your asset management strategy meet the wider business objectives of your organisation? Is it aligned to the current policy and regulatory agenda? Where are you now, where do you want to be and how do you get there? This workshop will give you the answers you need.

    Designing and delivering the right asset management strategy has never been more important to the success of your business.

    Your approach to asset management will have a major impact on customer satisfaction, financial planning, the quality and safety of your homes, social and community objectives and your relationship with key stakeholders.

    And now, more than ever you need to have one eye on the future with Decent Homes 2 on the horizon along with ambitious targets for EPC C by 2030 and net zero carbon by 2050.

    Why should you attend:

    HQN's virtual asset management strategy event will:

    • Provide you with the opportunity to check the 'what and why' of your current approach
    • Understand how your strategy fits into the wider business plan
    • Help you to make the best use of capital resources available within your organisation
    • Unlock the value of your assets to deliver long term sustainable homes and neighbourhoods.

    What will you take away from the event:

    Delegates will receive a copy of HQN's latest Strategic Asset Management toolkit which will be put to practical use on the day.

    This event and its accompanying toolkit will help you address the fundamental questions:

    • Where are you now, where do you want to be and how will you get there?
    • What are the key components of strategic asset management and why is it so important to your business?
    • What is an asset management self-assessment and position statement?
    • What are the potential barriers to successful delivery and how do you get around them?

    Confirmed speakers:

    • Mike Victory-Rowe, HQN associate
    • Steve Ellard, Strategic Asset Manager, Beyond Housing
    • Other speakers to be announced.

    Who should attend?

    • Chief Executives
    • Finance Directors
    • Asset and Property Directors
    • Asset and Property Heads / Assistant Directors
    • Asset and Property Management teams
    • Business Intelligence teams
    • Finance teams.

    About our speakers: 

    Mike Victory-Rowe has over 25 years’ experience of working in property and asset management in the housing sector. He works with a range of clients and partners to deliver innovative asset management solutions to the sector and has advised housing associations and charities on strategic asset management and investment, active asset management solutions, business intelligence and performance, property option appraisals and disposals and health and safety compliance. He is a chartered building surveyor.

    As well as a succession of managerial and executive roles (most recently Assistant Director of Asset Management at Knightstone). Mike has held a number of non-executive roles. He is currently an Executive Committee member of the St Andrews Bristol 64th Scout group. 

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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
    • Start06 Jul 2021 10:00
    • End06 Jul 2021 12:00

    What the Social Housing White Paper means for local authorities

    Details

    What the Social Housing White Paper means for local authorities

    virtual workshop

    The White Paper promises the biggest shake-up to local authority housing for years so what should you be doing now to prepare?

    A return to proactive consumer regulation, a robust inspection regime and new tenant satisfaction measures are just some of the major changes on the horizon for local authorities as part of the recent Social Housing White Paper.

    The government’s determination to treat all social housing residents in the same way, regardless of who their landlord is, has far-reaching implications for councils – not least from a resource and capacity issue.

    Although legislation is required to bring about the regulatory changes, both the Ministry of Housing and Local Government and the Regulator of Social Housing have promised to ‘move at pace’ where they can. It is therefore essential that local authorities get ahead of the game and start preparing as best they can.

    At this virtual workshop, HQN associates Roger Jarman and Emma Lindley will set out the key changes proposed in the White Paper, highlight the implications for local authorities, ALMOs and TMOs and provide practical advice on the steps that can be taken now.

    This session will also look at a range of other proposals that have major implications for local authorities, including a new framework of ‘Green Infrastructure Standards’; a requirement for housing associations and councils to work together on allocations and new measures to support tenants with mental health and/or facing anti-social behaviour issues.

    Speakers:

    • Roger Jarman, former Head of Housing at the Audit Commission.

    This workshop is essential for:

    • All local authority housing professionals, including ALMOs and TMOs
    • Non-housing backroom teams responsible for housing departments
    • Housing protfolio holders.
    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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
    • Start08 Jul 2021 10:00
    • End08 Jul 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 workshop will also take place on Friday 11 June, Wednesday 23 June and Tuesday 20 July.

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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
    • Start13 Jul 2021 10:25
    • End15 Jul 2021 13:30

    The HQN annual conference 2021: Respecting the resident voice – are we ready to listen?

    Details

    The HQN annual conference 2021: Respecting the resident voice – are we ready to listen?

    Virtual conference

    It's back! Our annual conference is one of the highlights of the housing calendar and the big focus this year will be the resident voice.

    This year’s conference will take place across three mornings from Tuesday 13 July to Thursday 15 July. This allows you to get the most from a packed line up, without getting Zoom fatigue.

    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.

    For all social housing providers, communicate, involve, listen and act are now top priorities. But 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.

    This year’s HQN annual conference will address the big issues affecting the housing sector while ensuring the resident voice is central to every discussion and debate.

    Each day of the conference will have a different theme and include a mix of keynote sessions and breakout workshops.

    Tuesday 13 July – 10:30am to 13:30pm

    We’ll be looking at the way forward with the Ministry of Housing Communities and Local Government providing an update on the rollout of the Social Housing White paper and Jo Richardson, president elect of the Chartered Institute of Housing, setting out her vision and plan for the year ahead.

    Wednesday 14 July – 10:30am to 13:30pm

    The theme is respecting residents and our main session is being co-designed with residents to ensure their voices are heard loud and clear. They will help to identify the topics for discussion as well as the speakers. Watch this space for more information…

    Delegates will also get to hear from the Stigma Project Group, a cohort of residents and staff who come together on a regular basis to address the issue of stigma in social housing and what can be done about it.

    We also hope to welcome the recently assembled Housing Ombudsman residents panel to find out more about the role they will play in ensuring the resident voice is heard as part of the revamped complaints process.

    Thursday 15 July – 10:30am to 13:30pm

    The focus for Thursday is consumer regulation and building safety and we have a host of top speakers lined up, including the Regulator of Social Housing and the Health and Safety Executive (both TBC). The day will also include the grand final of our Housing’s Next Generation competition.

    To ensure this year’s conference offers something for everyone, each day will feature a range of breakout sessions for delegates to choose from.

    The full programme for this year’s conference will be announced shortly.

    If you’re joining us let us know using #HQNAC on Twitter.

    find out more

    Meet At

    Further information

    Delegate fees:

    Members of the Housing Quality Network: FREE*
    Price per delegate: £250.00*

    *Free places are available to members of the Housing Quality Network. To find out your entitlement please get in touch via email: hqn@hqnetwork.co.uk

    * 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.

    The Housing Quality Network

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start13 Jul 2021 10:30
    • End13 Jul 2021 13:30

    The HQN annual conference 2021: Day 1 The way forward

    Details

    Virtual conference

    It's back! Our annual conference is one of the highlights of the housing calendar and the big focus this year will be the resident voice.

    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.

    For all social housing providers, communicate, involve, listen and act are now top priorities. But 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.

    This year’s HQN annual conference will address the big issues affecting the housing sector while ensuring the resident voice is central to every discussion and debate.

    We’ll be looking at the way forward with the Ministry of Housing Communities and Local Government providing an update on the rollout of the Social Housing White paper and Jo Richardson, president elect of the Chartered Institute of Housing, setting out her vision and plan for the year ahead

    Full list of speakers will be announced shortly. 

    Individual sessions of the HQN annual conference 2021:

    Day 2: Respecting residents –  Wednesday 14 July – 10:30am to 13:30pm

    Day 3: Consumer regulation and building safety – Thursday 15 July – 10:30am to 13:30pm

    To book all 3 days for a discounted price, click here and complete the booking form.

     

    find out more

    Meet At

    Further information

    Delegate fees:
    Price per delegate: £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.

    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
    • Start14 Jul 2021 10:30
    • End14 Jul 2021 13:30

    The HQN annual conference 2021: Day 2 Respecting residents

    Details

    Virtual conference

    It's back! Our annual conference is one of the highlights of the housing calendar and the big focus this year will be the resident voice.

    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.

    For all social housing providers, communicate, involve, listen and act are now top priorities. But 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.

    This year’s HQN annual conference will address the big issues affecting the housing sector while ensuring the resident voice is central to every discussion and debate.

    The theme is respecting residents and our main session is being co-designed with residents to ensure their voices are heard loud and clear. They will help to identify the topics for discussion as well as the speakers. Watch this space for more information…

    Delegates will also get to hear from the Stigma Project Group, a cohort of residents and staff who come together on a regular basis to address the issue of stigma in social housing and what can be done about it.

    We also hope to welcome the recently assembled Housing Ombudsman residents panel to find out more about the role they will play in ensuring the resident voice is heard as part of the revamped complaints process.

    Individual sessions of the HQN annual conference 2021:

    Day 1: The way forward –  Tuesday 13 July – 10:30am to 13:30pm

    Day 3: Consumer regulation and building safety – Thursday 15 July – 10:30am to 13:30pm

    To book all 3 days for a discounted price, click here and complete the booking form.

    find out more

    Meet At

    Further information

    Delegate fees:
    Price per delegate: £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.

    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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Testimonials

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.

Terms and conditions link

To read our terms and conditions please click here.