• Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start19 Jan 2022 09:30
    • End19 Jan 2022 13:30

    How to write a housing strategy: Emerging priorities, options and resources

    Details

    How to write a housing strategy: Emerging priorities, options and resources

    Virtual workshop

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

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

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

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

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

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

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

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

    About Wendy Murphy

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

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

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

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

    More workshops on housing strategy below:

    How to write a housing strategy: Data analysis and consultation | Wednesday 17 November 2021 | 9:30am – 13:30pm 

    How to write a housing strategy: Housing needs of particular groups and bringing it all together | Wednesday 16 February 2022 | 9:30am – 13:30pm 

    find out more

    Meet At

    Further information

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

    Book now

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

    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
    • Start19 Jan 2022 10:00
    • End19 Jan 2022 11:30

    Breathing Space – How is it working in practice?

    Details

    Breathing Space – How is it working in practice?

    Virtual workshop

    Hear directly from StepChange Debt Charity. Get the latest information about the Breathing Space Scheme and how the Charity can assist income recovery teams.

    Under the Breathing Space Scheme people are given legal protection from their creditors for 60 days, including landlords and social housing providers. The Debt Respite scheme came into force on 4 May 2021.

    Helen Handzel from StepChange Debt Charity will provide insight into ‘Breathing Space’. She will:

    • Provide a general overview of what the legal protections of Breathing Space are which include pausing most enforcement action and contact from creditors during the period Breathing Space is claimed
    • Provide an update on how StepChange debt advisors are finding the scheme in practice
    • Outline the process social housing providers should follow.

    Rob Sandalls from Stepchange Debt charity will:

    • Talk about their new online referral service.

    Sue Beasor, an HQN associate and Welfare Benefit consultant will join the panel session where there will be plenty of opportunity for you to ask questions.

    All housing providers need to build ‘Breathing Space’ into their income collection processes. And StepChange are a really useful resource for income recovery teams providing expert support and advice to staff and tenants which can really help you maximise your income recovery performance.

    Don’t miss this opportunity to find out all you need to know about Breathing Space and how to work more closely with StepChange debt advisors.

    What will you take away from the event:

    • An understanding of the regulations and what you must do to meet them
    • Learning how you can work in partnership with StepChange Debt Charity.

    Speakers:

    • Chair: Kim Long, Senior Network Manager, HQN
    • Helen Handzel, Relationship Manager, Strategic Partnerships, StepChange Debt Charity
    • Rob Sandalls, Business Development Manager, Stepchange Debt Charity
    • Sue Beasor, HQN Associate and Welfare Benefit Consultant. 

    About our speakers:

    Helen Handzel has worked at StepChange for over 17 years. Prior to that Helen worked in financial services and as an English teacher in Europe. During her time at StepChange she has held several roles including debt adviser and trainer. Most recently Helen’s work has focussed on strategic partnerships in the third sector, developing specialist referral partnerships with a number of charitable partners. She has also been heavily involved with the recent role out of Breathing Space and held a key role within internal and external project groups.

    Kim Long, has worked in the housing sector for over 25 years with a keen eye on front line service provision, customer service and staff induction processes to develop a value driven culture, and leading approach towards tenant engagement. With experience in several areas of housing management including lettings and neighbourhoods her heart lies in income collection, with a longstanding and firm belief that the provision of help, advice and early intervention, instead of reliance on enforcement, is key to sustainability and the reduction of arrears and evictions.

    Rob Sandall, has worked at StepChange Debt Charity for more than 20 years. His first ten years were spent as a debt adviser, then moved into the charity development team as a business development manager. Rob has forged strong links with the social housing sector, working with income recovery, financial inclusion and neighbourhood teams setting up easy access to telephone or online debt advice for residents.

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

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

    find out more

    Meet At

    Further information

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

    Book now

     To find out your entitlement please email  members@hqnetwork.co.uk.

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

    Programme:     

    Click here to download the programme

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start20 Jan 2022 10:30
    • End20 Jan 2022 13:00

    Fire safety claims: pursuing the original construction team

    Details

    Fire safety claims: pursuing the original construction team

    Virtual workshop

    The question of who should pay for fire safety remediation work is the subject of hot debate. This exclusive workshop is designed to assist housing associations and local authorities caught in the crossfire – and help them recover costs.

    Deficiencies in the fire safety aspects of a building’s design and construction may constitute a breach of obligations by the original construction project team and lead to a recovery of losses.

    Legal requirements and acceptable standards (including for design, construction and record keeping) have moved on significantly since the tragic fire at Grenfell Tower in 2017. At this exclusive virtual workshop, construction lawyer Neave Maguire and quantum expert James Thomas will talk through the key considerations to be borne in mind.

    These include:

    • Who may be liable? Causation and breach
    • What can be recovered? Notification, coverage, recoverable cost triggers
    • Causation – Understanding the recoverable scope
    • Direct costs – Procurement, tendering, time constraints
    • Indirect costs – Fees, insurance, monitoring
    • The claim – Administrative preparation, coding, resource allocation
    • The claim – The substantiation requirements for ADR arena
    • Publicly Available Specification (PAS) 9980:2021 (which provides a new code of practice for fire risk appraisal and assessment of external wall construction and cladding of existing blocks of flats, and which gives recommendations and guidance on undertaking a fire risk appraisal and assessment (FRAA) of the external wall construction of a multi-storey, multi‑occupied residential building): the potential effects of the new code on claims against developers.

    Our speakers:

    Neave Maguire, Associate, Construction & Engineering Team, Built Environment Practice, Norton Rose Fulbright

    Neave is a full-service construction lawyer based in London. She advises on and negotiates both standard form and bespoke contracts and also provides guidance on a wide range of issues, including construction disputes and insurance coverage. She has experience of the full range of dispute resolution processes in the construction sector including adjudication, arbitration, and civil litigation, as well as mediation. Acting for and against large multi-disciplinary consultancies, engineers, architects, project managers, developers and employers, and tier 1 and 2 contractors, she has developed a strong commercial awareness and a comprehensive understanding of industry issues. She is a frequent speaker and host of the EWS1 workshops for HQN.

    James Thomas, Regional Director, Quantum Expert, CCi

    James has worked for consultant quantity surveyors, main contractors and sub-contractors, in numerous construction sectors. Since being first appointed as quantum expert in 2012, he has been appointed as expert in many construction sectors including, Energy, Manufacturing, Civil Engineering and Buildings sectors such as Residential, Retail, Commercial, Education, Transport, Hospitality etc.

    James has advised clients and their legal teams on a wide variety of projects within the public and private sectors. This has involved undertaking detailed complex quantum analysis of claims, preparing estimates for his expert reports, and preparing joint statements in expert meetings.

    The breadth of James’s clients is varied and includes private developers, major insurance groups, contractors, major infrastructure joint ventures (JV), local authorities, design and management consultants and utility providers.

    He has worked on projects based in many countries within Europe and the Middle East and provided expert services on projects including values from £1m to £1bn, which include complex multi-party disputes.

    Scott Edwards, Islington and Shoreditch Housing Association Limited

    Scott is a experienced Chartered Construction Manager with a strong track record of achieving improvements in repairs and maintenance, planned major works and new build development for social housing. Most recently, he has led on transforming quality management on construction sites for new homes to reduce defects post-handover and am responsible for evolving the North River Alliance (Consortium) design brief to produce excellent quality homes.

    Who should attend?

    All key staff from teams working in:

    • Building and fire safety
    • Development
    • Asset management
    • Finance
    • Audit and risk
    • Leasehold management
    • Legal
    • Governance and compliance
    • Business assurance.

    Testimonials:

    "It was one of the most informative events I've attended in some time"

    "Very good event.  Very topical and useful to learn more"

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

    The Housing Quality Network | The Leasehold NetworkThe Health and Safety Network | The Asset Management Network | The Housing Finance Network.

    find out more

    Meet At

    Further information

    Delegate fees:

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

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

    Book now

    In association with:

    Norton Rose Fulbright

     

    CCI

    Programme:   

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

    Cancellations must be made in writin

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start25 Jan 2022 10:00
    • End25 Jan 2022 13:00

    Lettings workshop – what have we learnt from the pandemic?

    Details

    Post pandemic lettings workshop – What have we learnt?

    Virtual workshop

    Covid-19 has changed our ways of working and how we deliver services. Successful lettings are key to sustaining tenancies, building communities, and reducing void costs and tenancy turnover. It’s critical we get this right.

    What will be covered:

    Residents expect and deserve an outstanding experience when they move into their new home. Operating costs are increasing so minimising void costs is essential.

    Using automation and technology is key to providing a service that’s flexible, dynamic and creates an excellent customer experience. This session will look at how organisations are transforming their offer to enhance services.

    Getting things right at the lettings stage can lead to long term satisfaction and sustainability. It is crucial residents get off to a great start in their new home.

    Our keynote speaker, Ninesh Muthiah, CEO, Home Connections Lettings LTD, will update on his recent report about the demand for social housing before and after Covid -19.

    We will explore:

    • Tenancy sign up – the ‘onboarding’ experience
    • Use of automation
    • Digitalisation of your lettings offer
    • Delivering supportive care for new residents
    • How income collection and lettings overlaps.

    This is essential for those who want to:

    • Learn from best practice
    • Listen to new ideas and fresh thinking
    • Understand what others are doing so you can benchmark services
    • Understand great engagement from the start.

    What will you take away from the event:

    • Enhanced learning
    • Best practice
    • New ideas and efficiencies technology can provide
    • Understanding best practice customer journeys.

    Speakers:

    • Mark Walker, Director of Customer Accounts and Lettings, Optivo
    • Ryan Ward, Head of Lettings, Optivo
    • Kim Long, Senior Network Manager, HQN
    • Tom Palmer, Director, Digital Strategy, Ocean City Media
    • Ninesh Muthiah, Home Connections Lettings LTD
    • Gridizen.

    Essential for:

    • Voids and lettings managers
    • Heads of letting
    • Service improvement roles linked to lettings.

    Testimonials:

    "Excellent presentations and I have learnt so much!"

    "Overall the event has been really enjoyable and encouraging."

    "Great speakers with very in depth knowledge of their fields, and I have taken away some very valuable information and tips."

    "Great event, virtual event worked well."

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

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

    find out more

    Meet At

    Further information

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

    Book now

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

    Programme:   

    Click here to download the programme

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start26 Jan 2022 10:00
    • End26 Jan 2022 14:00

    ESG – what you need to know! Sustainable social housing, reporting standards, finance, and technology

    Details

    ESG – what you need to know! Sustainable social housing, reporting standards, finance, and technology

    Virtual workshp

    If you haven’t yet heard of ESG, you’re about to in 2022! Hear direct from our partners Gridizen, the Good Economy, the Housing Finance Corporation and investment companies at our virtual event.

    ESG (Environmental, Social and Governance) is an acronym that has been heard a lot in the social housing world over the last year.

    It refers to a way of measuring the performance of an organisation in terms of its environmental and social impacts (and risks), and the quality of governance.

    The corporate world has been developing ESG strategies and reports for several years, as they have become a higher priority for funders when assessing suitable investments.

    So, why is ESG important to the social housing sector?

    The government has set the target of achieving Net Zero by 2050 and the housing sector is currently accountable for 40% of the UK’s energy usage. The committee on climate change in 2019 went as far as to say the country’s housing stock is sustainably unfit for the future.

    How do we change? With greener homes being top of the political agenda, the vast majority of the UK’s 27 million homes will need to become zero carbon and the Future Homes Standard expects new build homes to produce up to 80% lower emissions compared to current levels.

    To get there we need to secure funding as well as resident and community-buy in for greener, more sustainable homes – which is where ESG comes in.

    To help define what should be included in an ESG strategy for the social housing sector, a working group of housing associations and consultants created a reporting standard comprising 12 core themes, including climate change and sustainability, corporate governance, human rights and diversity.

    A recent survey showed that nearly 90% of social housing providers believe that ESG funding is important for their ability to meet future objectives – but only 44% said their organisation already has an ESG strategy in place and of the remainder, 29% do not have a strategy while 27% are unsure.

    While the awareness of the importance of ESG is growing, there is still work to do before it is fully understood and embedded across the sector.

    To get up to speed on all things ESG, join HQN, our partners Gridizen and our line-up of ESG experts, including guests from the ESG Social Housing Working Group, CBRE, Impact Capital and our Housing Provider case studies who will address the challenges alongside practical solutions.

    What will be covered:

    • The year ahead and the future of ESG adoption in social housing
    • The Sustainability Reporting Standard for Social Housing and the role of the ESG working group
    • The ESG reporting framework and managing your organisation’s performance against those standards including benchmarking against environmental targets
    • ESG – the future of sustainable finance
    • Putting ESG into practice.

    Confirmed speakers:

    • Andy Smith, Head of Housing Impact Services, The Good Economy
    • Sarah Forster, CEO and Co-founder, The Good Economy
    • Robert Whitton, Founder, Impact Capital
    • Ian Wilson, Expert Investor in Affordable Housing
    • Barry Malki, Director Social Squared
    • Kamran Mahmood, CEO, Gridizen
    • Fayann Simpson OBE, Group Board Member – L&Q
    • James Caspell, Neighbourhood Director, Lancaster West Neighbourhood Team, Royal Borough of Kensington and Chelsea
    • Matthew Buckham, Communities Director, Sovereign.

    Why should you attend?

    With the emergence of ESG as an increasingly important element of financing criteria, this event will take a comprehensive look at what is currently going on in the housing sector to meet these requirements. With speakers from both the investment and the housing sectors, we will be taking an in depth look at how organisations can better demonstrate their social and environmental impacts, and the governance that drives it. We will also hear from experts in the housing ESG space who will be talking about the tools and standards available.

    What will you take away from the event? 

    Delegates will gain a comprehensive understanding of the implications of ESG reporting for their organisations as well as an insight into what the investors are looking to learn. Attendees can learn from real-life case studies and get a knowledge of what tools and standards are in place to help them on their journey.

    About our headline sponsors, Gridizen

    Gridizen is a portable, cloud-based property management system that builds a thriving virtual community for landlords and residents. Gridizen recognises that housing associations face pressure from the latest regulatory and operational demands developing in the sector. Which is why Gridizen has built a number of sector-specific tools to support housing associations, whilst ensuring residents remain at the heart of every decision. 

    With the rapid onset of resident engagement and ESG (environment, social and governance) demands, housing providers are increasingly required to report on their performance – but collecting, analysing, and improving performance requires specialised expertise and resources, both of which can be costly.

    As a data-driven solution, Gridizen's proprietary ESG Analytics & Reporting Feature simplifies the data collection and analysis processes for housing providers, creating a performance dashboard, and accompanying performance report, readily available at the press of a button. Gridizen also creates a list of recommendations to enable housing providers navigate the complex challenges of modern housing, efficiently.

    For more information visit Gridizen at https://www.gridizen.co.uk/ or contact info@gridizen.co.uk to get in touch.

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

    The Housing Quality Network | The Strategic Network | The Housing Finance Network.

    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.

    Book now

    Programme:   

    Click here to download the programme

    Sponsored by:

    Gridizen

    Cancellations and substitutions:

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

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

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

    Cancellations must be made in writin

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start27 Jan 2022 10:30
    • End27 Jan 2022 13:30

    Housing an ageing population – finding solutions for a ‘now or never’ moment

    Details

    Housing an ageing population – finding solutions for a ‘now or never’ moment

    Virtual conference

    While building safety and decarbonisation grab the headlines, the housing needs of the UK’s ageing population must play a central role in our plans. Get the low down on what needs to be done at our virtual conference.

    According to the Centre for Ageing Better, the state of housing in the UK is facing a ‘now or never’ moment – and what to do about our ageing population should be a key consideration.

    This ‘perfect storm’ is due to several major challenges arising at the same time – some more high profile than others.

    The pandemic has highlighted the impact that low-quality housing has on our health and wellbeing; the urgency of reaching net zero carbon emissions means that retrofitting homes must be a priority; and we are facing a big age-shift in population, meaning that the country’s homes need to be suitable for those in later life.

    The facts are stark:

    • The number of households with someone aged over 85 will almost double over the next 25 years 
    • 80% of the homes that people will be living in by 2050 have already been built, so the condition and accessibility of existing housing is critical
    • There are over two million households headed by someone aged 55 and over which do not meet basic standards (eg, it is too cold, too damp or has a trip hazard)
    • There are 4.3 million non-decent homes in England. Of the homes headed by someone aged 75 or over, 21% were classed as non-decent in 2017, a proportion that is unchanged since 2012
    • One million owner-occupiers aged 55 or older live in poverty – jeopardising their ability to keep their home warm and safe as they age. In 2018, 17,000 people died because they were unable to heat their home properly
    • Around a third of people aged 50 or older say their home needs work done to make it suitable as they get older – but cite cost as the biggest issue preventing changes
    • Since 2003, the number of over 55s living in private rented accommodation has more than doubled – a trend which is set to continue
    • A higher proportion of older people live in rural areas and by the coast rather than urban areas but this can lead to isolation and having to travel further to access key services
    • The number of older people living in social housing is on the decline, despite the desperate need for decent, affordable homes.

    Furthermore, the COVID-19 pandemic has highlighted the need for healthy homes. Anyone with a respiratory condition living in a damp home (already at greater risk of suffering acute effects of COVID-19) could have seen it exacerbated through lockdown.

    And not enough new homes are being built to accessible standards, which could leave many of us living in unsuitable housing or having to move into residential care because we can’t remain at home.

    Those working on the frontline in social and supported housing have played a key role in looking after elderly and vulnerable residents. But the conditions they have experienced, the support they have received and the properties they have visited simply haven’t been good enough.

    For this virtual conference, HQN is bringing together policy experts, health and care practitioners, housing professionals and campaigning organisations to help set out a vision for housing the UK’s ageing population.

    Key sessions include:

    • Housing an ageing population – what you need to know about the current policy landscape
    • Good homes for all: A proposal to fix England's housing – recommendations from the Good Home Inquiry
    • The role of Extra Care and retirement communities in housing our ageing population
    • Just the Tonic – creating vibrant and inclusive urban LGBT+ affirming retirement communities
    • The role of social housing providers – are we doing enough to support older residents?
    • Why the time is right to use technology to transform older people's housing
    • Learning from lockdown – lessons from delivering frontline care and support during COVID-19.

    Confirmed speakers:

    • Chair: Emma Wilson, HQN associate 
    • Lord Richard Best, Chair of the All-Party Parliamentary Group on Housing and Care for Older People
    • Henry Smith, Senior Programme Manager – Homes, The Centre for Ageing Better
    • Gareth Lyon, Head of Policy and Communications, ARCO
    • Anna Kear, Chief Executive, Tonic
    • Tim Barclay, Chief Executive, Appello
    • Francis Burrows, Director of Support and Service Development, Orbit Group.

    This event is essential for:

    • Chief executives
    • Executive and senior management teams – including directors of development, strategic asset management, housing care and support
    • Housing strategy teams
    • Housing policy professionals
    • Academics
    • Supported housing, extra care and retirement living teams
    • Board members.

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

    The Housing Quality Network | The Leasehold NetworkThe Health and Safety Network | The Asset Management Network | The Strategic Network | The Housing Management Network | The Equality, Diversity and Inclusion Network |

    find out more

    Meet At

    Further information

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

    Book now

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

    Programme:    

    Click here to download the programme

    Sponsored by:

    Appello

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start28 Jan 2022 10:00
    • End28 Jan 2022 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

    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, workshop 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." 

    "I enjoyed this session and have attended multiple times, both in person and virtually."

    "Dave and John are very knowledgeable and always willing to answer questions and give their own opinions. I think the group parts are valuable and enjoyable, as you get to speak to others from the industry."

    "I think they add more detail on the HOS process, decision making and outcomes."

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

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

    The Housing Quality Network.

    find out more

    Meet At

    Further information

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

    Book now

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

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start28 Jan 2022 10:00
    • End28 Jan 2022 12:00

    The Domestic Abuse Act 2021 and the Grant of Secure Tenancies and Domestic Abuse – what does this mean in practice?

    Details

    The Domestic Abuse Act 2021 and the Grant of Secure Tenancies and Domestic Abuse – what does this mean in practice?

    Virtual workshop

    Consider the issues from all perspectives. Get advice and guidance from our panel of experts.

    In 2018/19, over 5,000 (1.92%) of all new social housing lettings were to existing social tenants who gave ‘domestic abuse’ as the main reason they left their previous social home.

    The Domestic Abuse Act (2021) received royal assent in April 2021. The Act set out a number of points in relation to housing, homelessness and providing safe accommodation.  

    The Secure Tenancies (Victims of Domestic Abuse) Act 2018 had previously set out that lifetime tenants who experience domestic abuse would retain lifetime security, when granted a new tenancy by a local authority for reasons connected with the domestic abuse. This requirement was included in the Domestic Abuse Act (2021).

    Section 79 of the Domestic Abuse Act (2021) inserted a new section 81ZA into the Housing Act 1985. This means that local authorities granting a secure tenancy to any victims of domestic abuse must provide a lifetime rather than a flexible tenancy.

    This requirement came into force on 1 November 2021 with little fanfare. This session brings together a panel of experts and practitioners on housing and domestic abuse to take a practical look and spell out exactly what this means for survivors, local authorities and housing providers.

    Chaired by Kelly Henderson who co-founded the Domestic Abuse Housing Alliance (DAHA) and is now an HQN Associate, our speaker line up will cover the key issues from all perspectives:

    • The legal points – solicitor/barrister
    • The practitioner – homelessness and housing operations/head of housing
    • The lived experience/survivor perspective/domestic abuse specialists.

    This is a great opportunity to explore the implications of the legislation, get answers from the specialists and share approaches with other practitioners.

    Essential for everyone with responsibility for domestic abuse – policy and strategy as well as operations.

    Confirmed speakers:

    • Kelly Henderson, HQN Associate 
    • Donna McCarthy, Partner / Head of Housing Management & Property Litigation, Devonshires Solicitors
    • Sally Harrington, Director, The Next Chapter (A Domestic Abuse Chairty)
    • Meena Kumari, Founder, Director H.O.P.E Training.

    About our speakers:

    Kelly Henderson's interest in domestic abuse started over 25 years ago as part of her university placement at a women’s refuge, her final year dissertation analysed gender differences in charging and sentencing of domestic abuse homicides. Before co-founding DAHA, Kelly was the Domestic and Sexual Violence Lead for a local authority, co-ordinating the city’s Multi Agency Domestic Abuse Partnership. Kelly's housing experience includes roles in housing management, asylum, policy and research. She recently was seconded to Northumbria Police to project manage a Home Office funded multi force project (Domestic Abuse A Whole Systems Approach – DAWSA) to improve the Police response to domestic abuse and oversee research into the provision of a national response to perpetrators of domestic abuse. She has a Masters in Housing Policy / Management. Her PhD (Durham University) researched the role of housing in a co-ordinated community response to domestic abuse and included the largest UK questionnaire to housing providers on domestic abuse. She was named 24 Housing's ‘Housing Professional of the Year’ 2018 for her work and research on housing and domestic abuse. Kelly is a board member of Women in Social Housing North East, a trustee of the Alice Ruggles Trust, an Honorary Research Fellow at Durham University and a Steering Group member of the Centre for Research into Violence and Abuse (CriVA).  

    Donna McCarthy heads up a team at Devonshires Solicitors advising on all aspects of housing management law and practice, acting for Local Authorities, Registered Providers and private landlords in complex litigation, including possession proceedings; actions to restrain Anti-Social Behaviour; injunctions and disrepair actions. Donna started her legal career in the in house legal team at the London Borough of Barking and Dagenham, combining part time studies with a mixed litigation practice including housing law. She qualified as a Chartered Legal Executive in 1994. Between 1994 and 1999 she worked as a specialist housing litigator, predominantly advising and representing tenants with particular specialism in representing those with mental capacity issues, regularly taking instructions from the Official Solicitor. Donna’s expertise in complex dispute resolution, both in and out of court, sits alongside her extensive experience in advising on non-contentious policy and procedure in addition to regulatory matters. She has a particular specialism in advising on mental health, safeguarding and capacity issues both in respect of litigated matters as well as from a regulatory perspective where she advises on health and social care aspects including enforcement action and dealing with adverse incidents. She also advises on issues arising from care contracts and service level agreements, including dispute resolution. Donna regularly contributes and writes articles, including contributing to Devonshires Housing Management Brief, as well as articles on upcoming legislative changes and sector updates, is Devonshires most prolific trainer, regularly presenting seminars, workshops and webinars and is responsible for co-ordinating the Housing Management training programme. In her spare time, Donna volunteers at Inspiring the Future, presenting in schools and college on legal career options.

    Testimonials:

    "I was very impressed with the amount of content that was covered , and found the speakers very authentic , and compassionate about the subject."

    "It was very good and very easy to understand."

    "Very knowledgable speakers, very engaging."

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:    

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event
    • VenueVirtual workshop
    • Start03 Feb 2022 10:30
    • End03 Feb 2022 13:00

    EWS1 forms and what they mean for social landlords, shared owners and leaseholders – a masterclass

    Details

     EWS1 forms and what they mean for social landlords, shared owners and leaseholders – a masterclass

    Live masterclass

    The EWS1 form (External Wall System) was introduced by the Royal Institute of Chartered Surveyors as a response to lenders seeking assurance on the safety of external wall systems as a condition of approving mortgage applications for ‘high-rise’ buildings over 18 meters.

    But over the past 18 months, there has been a growth in lenders requesting EWS1 forms on all buildings regardless of height, or risk posed by external wall materials, which has impacted on sales being able to progress.

    Despite the best of intentions, the EWS1 form has created more uncertainty (and potentially cost) for all parties involved and due to the changing definition of properties that fall under its remit, the situation has become more complex and lacked clarity.

    Key concerns include:

    • The form is being used far more often than intended, on properties where the necessity is questionable
    • The process is costly and can be very slow
    • There are not enough qualified individuals to complete the forms
    • The costs for remedial work are falling to leaseholders who often cannot afford them.

    Since the EWS1 form was introduced in November 2019, the government has been forced to intervene on a number of occasions to provide additional guidance and funding, to address the issues. It has resulted in an ever-changing situation that remains without a satisfactory resolution.

    For this virtual masterclass, HQN is teaming up with EWS1 form expert Neave Maguire who will bring delegates up to date with the latest guidance and best practice. She is also happy to answer questions on specific issues and situations. 

    The session will cover:

    • The EWS1 form – all you need to know
    • Appointing a fire engineer
    • Who should foot the bill?
    • Waking Watch
    • The controversy around Type 4 compartmentation surveys
    • The legal impact of EWS1.

    Who should attend?

    • Chief executives, boards and executives of registered providers
    • Leasehold and shared ownership teams
    • Building safety teams
    • Development teams
    • Anyone involved in block management.

    Confirmed speakers:

    • Neave Maguire, Construction Law Expert
    • Scott Edwards, Contract Manager (Development), Islington and Shoreditch Housing Association
    • Matt Hodges-Long, CEO, TrackMyRisks and Building Safety Commentator.

    About our speakers

    Neave Maguire

    Neave is a junior associate ranked as “an associate to watch” in Chambers and Partner 2021. She specialises in construction and infrastructure. Based in London, she advises on and negotiates appointments and contracts and also provides guidance on a wide range of issues including construction disputes and insurance coverage relating to fire safety issues. 

    Her practice covers a variety of construction projects for commercial clients, including developers, investors, purchasers, contractors and social housing bodies. Acting for and against large multi-disciplinary consultancies, engineers, architects, project managers, developers and employers, and tier 1 and 2 contractors, she has developed a strong commercial awareness and a comprehensive understanding of industry issues.

    Matt Hodges-Long

    Matt co-created the TrackMyRisks Software as a service platform in 2016 to bring enterprise grade governance, risk and compliance software to the mass market. The TrackMyRisks platform operates across key industry verticals of property, financial services, healthcare and education. In the property market, Matt and his team work with clients to create GRC programmes that meet and exceed the upcoming requirements of the Fire Safety Act and the new Building Safety Regulator.

    Scott Edwards

    Scott Edwards is a Building Safety Manager with Islington and Shoreditch Housing Association (ISHA) and Chartered Construction Manager (MCIOB). He has worked in the social housing sector for over 14 years as a Senior Surveyor and Contract Manager within new build development and repairs and major projects. He has overseen cladding and fire safety remediation projects and led ISHA building safety programme, which also includes developing resident engagement strategies for building safety. His experience has enabled him to transition into this new role and take forward building safety priorities to make sure that ISHA homes are safe, and residents feel safe in their homes.

    Testimonials:

    "It was one of the most informative events I've attended in some time."

    "Very good event. Very topical and useful to learn more."

    "High quality and useful insights given."

    EWS1 form masterclass 2 will take place on Tuesday 8 March 2022. 

    You may be interest in this event taking place on 20 January: Fire safety claims: pursuing the original construction team

    find out more

    Meet At

    Further information

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

    Book now

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

    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 Feb 2022 10:00
    • End08 Feb 2022 14:00

    Covid-19, mental health, and the workplace culture: Creating a better environment for all our people

    Details

    Covid-19, mental health, and the workplace culture: Creating a better environment for all our people

    Virtual workshop

    The pandemic has created new definitions for the ‘workplace’. Millions have embraced hybrid working; we’ve become less process-driven, focusing more on the quality of our conversations and engagement with customers.

    While some have welcomed these rapid developments, and have recognised the benefits, others are struggling to move away from process-driven methods.

    This workshop will show how, by simply changing your approach, you can improve the wellbeing of all your people – those who live in your homes and those delivering your frontline services.

    Our keynote speaker, Stephen Gillatt, is passionate about mental health in the workplace.

    Stephen worked in social housing for a decade, half of this in income recovery, and wrote about fatherhood and mental health in his book, Mad, Sad, Dysfunctional Dad.

    You’ll hear his thoughts on how organisations must act to stimulate real change and fully support their residents AND staff delivering frontline services in an ever-demanding, constantly changing social and economic environment.   

    Have you considered how your approach and your processes impact on the mental health and wellbeing of the people who work for you and those living in your homes?

    Does a process-driven culture improve performance or detract from it? How does it impact on the behaviour and mental health of your staff and your customers?

    Do your processes, your emails, your letters, and your conversations demonstrate real empathy and understanding towards your customers?

    This workshop will explore how a process-driven culture can unnecessarily and negatively impact on service delivery and performance, leading to tenant disengagement – and, most importantly, how you can put that right.

    It’ll consider how the cultures, processes, and procedures we work under can create not only a poor work environment but one that works against our very purpose, which should be focused on inclusion and sustainability.

    We’ll explore

    • The correlation between debt and mental health
    • How internal and external processes can contribute to mental health issues
    • How changes to service delivery brought about by the pandemic, including working from home, can impact frontline teams
    • What organisations can and should be doing to take care of their people – staff and residents alike.

    Why attend?

    This is a must for everyone working on the frontline – managers and staff – in income collection, customer services, neighbourhood management, tenancy sustainability and estate services.

    It’ll challenge your beliefs, giving you something new to think about and put into action. Make your workplace a better and more productive place for staff, while creating a better service experience for your customers.

    You’ll go away:

    • With insight into the new wave of thinking behind service provision and resident engagement
    • More in tune with the enormous impact the pandemic and mental health problems are having on people delivering your frontline services and the people living in your homes
    • Full of fresh, practical ideas.

    Confirmed speakers:

    • Chair – Kim Long, Senior Network Manager, HQN
    • Stephen Gillatt, Social housing practitioner, writer, and public speaker
    • Maggie Houghton, Programme Manager, The Hyde Group
    • Emma Owens, Head of Lettings and customer accounts, Curo group.

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

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

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:   

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start08 Feb 2022 10:00
    • End08 Feb 2022 12:30

    Damp and mould – a call for a zero-tolerance approach

    Details

    Damp and mould – a call for a zero-tolerance approach

    Virtual workshop

    How to make the necessary changes in culture, behaviour and approach and move from reactive to proactive, from inferring blame to taking responsibility.

    Reports from ITV and the ongoing Grenfell Tower inquiry show the need for change – residents should expect a safe and decent home and have confidence and trust in their landlord. Whatever the root causes, we know that damp and mould have a significant impact on residents who experience it. Can we really say that we are doing enough?

    Not specifically prompted by the negative media coverage, but timely nonetheless, the Housing Ombudsman published their report last Autumn – Spotlight on damp and mould – it’s not lifestyle. It highlighted that organisations need to adopt a strategic response to damp and mould, particularly in the context of decarbonisation.

    And, alongside that, a change of attitude is needed – shifting from “blaming” the issue on how tenants live in their homes to proactively investigating complaints.

    Hear from the Housing Ombudsman about the key findings of their report, including some really practical recommendations for action across all levels.

    Find out how ForHousing is taking a proactive approach – listening and taking on board feedback from tenants to make service and process improvements including:

    • Ensuring a member of staff is sent out to investigate every complaint about damp
    • Recruiting a dedicated, in-house team to oversee all damp repairs and make sure they are high priority
    • Upgrading their digital software so they can update progress at each stage of the job and tenants are able to track this from start to finish.

    As always – there will be plenty of time to ask questions and share your approaches and experiences.

    What will you take away from the session?

    • An understanding of the complex causes of damp and mould
    • Insight into how to develop a strategic approach to tackle issues of damp and mould effectively
    • Awareness of what needs to be considered when developing decarbonisation programmes
    • How to develop effective monitoring to track progress when dealing with instances of damp and mould
    • How to proactively listen and take feedback on board from tenants.

    Why attend?

    The impact of damp and mould on anyone living with it is great – distress, inconvenience, disruption, concerns about health and well-being. A step change is needed in how landlords tackle the problem.

    This session is essential for everyone involved in identifying and tackling mould and damp - asset managers, strategic and policy leads, housing management teams, repairs and maintenance staff. 

    It will take you through what you need to know and understand and what to do to put things right.

    Confirmed speakers:

    • Debbie Larner, Lead Associate, Asset Management Network
    • More to be announced. 

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

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

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start09 Feb 2022 10:30
    • End09 Feb 2022 13:30

    Getting to grips with annual reports – are we getting any better?

    Details

    Getting to grips with annual reports – are we getting any better?

    Virtual workshop

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

    Housing providers are heading for trouble with the Regulator if they don't sort out the quality of their annual reports.

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

    RSH chief executive, Fiona MacGregor, has been banging this drum for some time. She told the CIH conference back in September that transparency is one of the key planks to building or re-building trust.

    Annual reports play an important role in making organisations more transparent to their residents – so facts, figures and essential messages – such as that 2022 rent rises are key.

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

    The flaws include:

    • Lots of unsubstantiated boasting (we are fantastic)
    • Too much jargon and corporate bluster
    • Pointless meandering introductions from the chair
    • Spellbinding graphics that contain no actual information
    • Zero comparative data – a claim of 95% customer satisfaction looks great until you are named and shamed by your residents in the national media
    • No sign that tenants have been asked what they want to see in these reports (in fact it is often impossible to discern the intended audience at all).

    But fear not. At this one-day masterclass, led by HQN chief executive Alistair McIntosh with former national newspaper journalist John McJannet and housing comms professional and transparency expert Sue Fox, we will give you everything you need to transform your annual reports from a glossy and vacuous PR exercise into something truly worthwhile and Regulator approved.

    We’d love to see what you’re working on at the moment so please send us a copy of your annual report to hqn@hqnetwork.co.uk 

    Confirmed speakers:

    • Alistair McIntosh, Chief Executive, HQN
    • John McJannet, national newspaper Journalist
    • Sue Fox, Senior Consultant (Associate), Hough Bellis
    • Ben Horrigan, Managing Director/Video Producer, Studio 91 media.
    • Rod Dugher, Director of Housing, Golden Lane Housing
    • Caroline Lamprey, Communication and Involvement Manager, Golden Lane Housing
    • Gemma Richmond, Involvement Officer, Golden Lane Housing.

    What you’ll get out of this session:

    • Understand what the UK housing regulator is looking for from your annual report
    • Get some top tips on producing effective annual reports - from learning how to write attention-grabbing copy to exploring new formats such as video
    • Hear experiences and case studies from sector colleagues
    • Have a chance to quiz the experts.

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

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

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:     

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start10 Feb 2022 10:00
    • End10 Feb 2022 16:00

    Innovation and technology hub annual conference: Breaking the shackles: Releasing the handbrake to enable tenant-centric transformation

    Details

    Innovation and technology hub annual conference: Breaking the shackles: Releasing the handbrake to enable tenant-centric transformation

    Virtual conference

    Delivering sustainable digital transformation within the housing sector is difficult and goes well beyond the implementation of new technologies, requiring clear focus on people, processes, and culture too.

    This year’s Innovation and Technology Hub Annual Conference explores how housing providers can break the shackles and release the handbrake to enable tenant-centric transformation while effectively managing risk.

    What will be covered:

    Housing providers rely on effective processes, data, and technology to do their job – but digital transformation is about far more than just the tech.

    While reliable data and the right technology help landlords to ensure compliance, maximise engagement with tenants, save costs, and transform services, transformation must put people, and their needs, front and centre.

    The pandemic has seen landlords adapt their approaches to become far more agile, while the Social Housing White Paper aims to empower residents, so they have a far greater say in services that affect their lives.

    However, many landlords are being held back when it comes to digital transformation – and the sector still lags behind other industries.

    Organisations are juggling financial constraints with the need to reform complex and often outdated systems and processes in an uncompetitive marketplace, dominated by a handful of software providers.

    We will explore how these constraints can be overcome, how to get the best from the technology you already have, and how to avoid sleepwalking into solutions by doing ‘more of the same.’

    Why should you attend:

    You will hear from experts on:

    • Data governance and analytics
    • Different types of software solutions
    • Co-design best practice and tenant engagement
    • Cybersecurity.

     What will you take away from the event:

    You will learn from the latest insights and real sector examples of digital transformation best practice and understand the best solutions for tenant-centric transformation and how we re-dress the balance between risk and innovation.

    Confirmed speakers:

    • Paul Taylor, Innovation Coach, Bromford
    • Doug Sarney, Solutions Principal, MRI Software
    • Tony Summers, CEO, Socitm
    • Robin Denton, Microsoft
    • Ryan Dempsey, CEO, TCW
    • Dr. Aasia Nisar, Head of Resident Engagement, Sovereign
    • Alex Fillingham, Senior Consultant, DDaT, Socitm Advisory
    • Lewis Kinch, Co-creation & Innovation Manager, Optivo
    • Carol Williams, Director of Transformation, Walsall Council
    • Lisa Earle, Head of Business Improvement, Peaks and Plains
    • Pete Howe, Director of Technology, Housing Plus Group
    • Ash Armstrong, Solution Architect, Data and AI, Simpson Associates
    • Kate Lindley, Service Lead, Digital and Data, Socitm Advisory
    • Jacqui Bateson, Managing Director, HACT
    • Hasani Jess, Non-executive Director at Settle Group
    • Michael Wright, AICO
    • Laurie Brown, Director of Information Security at Flagship.

    Essential for:

    • Managers/Directors of IT/Data/Transformation
    • Managers/Directors of customer service
    • Managers/Directors of housing/Neighbourhoods
    • Managers/Directors of resources
    • Board members.

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

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

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:  

    Click here tow download the programme

    Sponsored by:

    TCW

    aico

     

    mri

     

    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
    • Start10 Feb 2022 10:30
    • End10 Feb 2022 13:30

    Sector risk and stress testing in 2022 – how to get it right

    Details

    Sector risk and stress testing in 2022 – how to get it right

    Virtual workshop

    This session will take you through what you must do. The latest Sector Risk Profile from the RSH tells boards to run stress tests nine, yes nine, times. So, it’s a big deal, the RSH see it as vital to the health of the sector.

    That’s why we are putting on a session with the RSH to brief you on stress testing. Getting it right is good for your tenants, good for your business and good for your reputation. Your work on stress testing is scrutinised at each and every IDA. We have seen plenty of downgrades for poor stress testing. This session will explain precisely what you must do to avoid this fate.

    “We expect the boards of private registered providers to be able to demonstrate that they have considered both the long-term, cyclical nature of economic factors that impact on the business as well as internal business risks and one-off shocks. All IDAs involve close consideration of a provider’s compliance with our specific expectations regarding detailed and robust stress testing.” 

    Regulating the standards

    Here is a summary of the latest Sector Risk Profile:

    Sector Risk Profile

     

    This workshop will cover:

    • RSH expectations on stress testing
    • Good practice on stress testing from housing and other sectors
    • The dos and don’ts: Practical step by step guide to effective stress testing
    • The role of the board and how they can demonstrate that they own stress testing
    • Using stress testing to improve your business planning and how you prepare for and respond to a crisis.

    “There are three main elements…. action, reaction, and counteraction” – General Stanley McChrystal. We will take you through each of these.

    Confirmed speakers:

    • Alistair McIntosh, Chief Executive, HQN
    • Will Perry, Director Strategy, RSH and Karen Doran, Assistant Director Regulatory Operations, RSH
    • Adrian Jolliffe, Director, 2tix Ltd
    • Ian Parker, HQN Housing Finance Network associate.

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • Start16 Feb 2022 09:30
    • End16 Feb 2022 13:30

    How to write a housing strategy: Housing needs of particular groups and bringing it all together

    Details

    How to write a housing strategy: Housing needs of particular groups and bringing it all together

    Virtual workshop

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

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

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

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

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

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

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

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

    About Wendy Murphy

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

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

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

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

    More workshops on housing strategy below:

    How to write a housing strategy: Data analysis and consultation | Wednesday 17 November 2021 | 9:30am – 13:30pm 

    How to write a housing strategy: Emerging priorities, options and resources | Wednesday 19 January 2022 | 9:30am – 13:30pm 

    find out more

    Meet At

    Further information

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

    Book now

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

    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
    • Start16 Feb 2022 10:30
    • End16 Feb 2022 14:00

    The human touch – contact centres and the customer experience

    Details

    The human touch – contact centres and the customer experience

    Virtual conferencce

    In this omnichannel, customer-centric world, contact centres play a crucial role. Our annual event will help you to deliver a seamless customer experience by getting your culture and technology right.

    The Covid-19 pandemic, the shift to digital, heightened customer expectations and a desire to rebalance the landlord-resident relationship are changing the way we interact and deliver services. And contact centres have an increasingly vital role to play.

    Housing providers are spending millions to upgrade their contact centres and make them fit for purpose in an age where customers expect a high-quality seamless experience over many different channels.

    But new technology is only part of the solution. Human interactions remain an essential part of the customer experience and contact centre teams play a central role in that relationship.

    That’s why HQN is bringing together leading experts on customer experience and contact centre trends to explore how the world is changing, what needs to be done and the solutions available to stay ahead of the game.

    We will also hear how housing providers are already responding to the challenge.

    We’ll be covering:

    • Future contact centre trends – what you need to know
    • The landlord-resident relationship – understanding the vital role played by contact centres
    • Meeting the needs of vulnerable customers – a primer for contact centre teams
    • How to get your contact centre culture and technology right in a world of hybrid working
    • Delivering a seamless omnichannel customer experience
    • Integrating AI into the customer experience – what you need to know
    • Putting data at the heart of the contact centre
    • What new compliance standards mean for customer interactions.

    You will go away armed with information and plenty of ideas to put into action.

    Keynote speakers:

    • Jo Causon, Chief Executive, The Institute of Customer Service
    • Stephen Yap, Research Director, The Call Centre Management Association
    • Freda Owusu, Director of Customer Contact Centre, Network Homes
    • Paul O’Callaghan, Customer Experience and Strategy Director, Aster Group
    • Amy Cheswick​, Director of Customers and Partners, Raven Housing Trust
    • Rebecca Clarke, Head of Customer Experience at Wolverhampton Homes.

    This event is essential for everyone with responsibility for or an interest in contact centres including operational and strategic roles:

    • Chief executives
    • Directors of operations/customer service/housing services
    • Heads of customer service/IT
    • Customer service and contact centre teams
    • Business transformation teams
    • Digital teams
    • IT teams
    • Resident engagement teams
    • Strategy teams.

    Testimonials:

    "Excellent content and interesting to see how other housing companies are doing things differently"

    "To hear what others were doing to learn and share practice and innovation, covid19 has changed how we work! I enjoyed the session found it thought provoking."

    "Really great event lots of really good content"

    "Very good session, content was current, relevant and most of all honest. Thank you"

    "Some very good points made, it made me realise we are no further behind other organisations and are all on the same journey"

    "It was a fantastic event and I thoroughly enjoyed all speakers. I took a lot from the session."

    "Brilliant event. well paced, inspiring and encouraging for those of us in CX"

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

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

    find out more

    Meet At

    Further information

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

    Book now

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

    Programme:     

    Click here to download the programme

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start17 Feb 2022 10:00
    • End17 Feb 2022 16:00

    HQN Cymru ‘Can Do’ Network – annual conference – Leading the way

    Details

    HQN Cymru ‘Can Do’ Network - annual conference – Leading the way

    Free to members

    Virtual conference

    Join us for the re launch of HQN Cymru as the Can Do Network to celebrate all that is great about our sector and explore how we can continue to push the boundaries and set new standards.

    We’ll be covering all the key issues throughout the day:

    • Exploring the role of landlords in Wales in addressing the climate change emergency
    • Looking at innovative ways to tackle homelessness in Wales
    • Redefining our roles as anchor organisations in local communities and exploring how we can tackle poverty 
    • Discussing the kind of services we should be providing to residents across Wales and how to give more residents a voice in designing services.

    And as we emerge from one of the most challenging periods in history we’ll hear from a powerful line up of speakers including government, landlords and experts from outside the sector on housing’s role in building a new and fairer society after Covid-19.

    By working together and sharing our expertise and passion we can lead the way in improving lives and ensuring we have a positive impact on communities.

    This is your chance to be in right at the start:

    • Get up to date information on the plans and priorities of Welsh Government and the sector’s leaders
    • Gain good awareness of and opportunities to link into best practice in decarbonisation of new and existing homes, tackling homelessness, delivering community benefits, tackling poverty and engaging residents 
    • Shape the HQN Cymru Can Do Network programme of good practice events and briefings in 2022
    • Find out how you can engage more with the network and the benefits this will bring.

    Speakers:

    • Chair: Keith Edwards, HQN Associate
    • Vaughan Gething MS, Minister For Economy
    • Clare Budden, CEO, Clwyd Alyn HA
    • Dr Victoria Winckler, Director, Bevan Foundation
    • Sophie Howe, Future Generations Commissioner
    • Linda Whittaker, Chief Executive, Tai Tarian Ltd
    • Katrina Allen, Denbighshire County Council
    • Steve Cranston, Welsh Government/convenor of the Blaenau Gwent Climate Assembly
    • Alistair McIntosh, CEO, HQN
    • Chris Bolton, Chair, Merthyr Valleys Homes
    • Allison Soroko, Merthyr Valleys Homes
    • Alison Clements, Hafod Housing 
    • Rachel Honey Jones, Head of Community Regeneration, Newydd Housing Association
    • Brett Sadler, Operations Director, North Wales HA
    • Marilyn Bryan, Equality & Diversity Consultant
    • Kate Lindley, Socitm Advisory
    • David Wilton, TPAS Cymru
    • Peter Kennedy-Watson, Brighter Places HA
    • Noreen Blanluet, Co-production Network for Wales
    • Adam Cox,  Lead Consultant, Wales Cooperative Centre
    • Osian Elis, Assistant Manager, Gorwel
    • Arwel Jones, HSG Commissioner, Ynys Môn County Council.

    Essential for:

    Chief executives, directors, senior managers, board members and frontline practitioners from across housing, including those involved in: 

    • Asset management
    • Homelessness prevention
    • Housing management  
    • Finance
    • Strategy and business planning
    • Governance and risk
    • Community benefits 
    • Tenant liaison.

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

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

    find out more

    Meet At

    Further information

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

    Members of the HQN CYMRU network: One free place then £49.00 after booking your first place.

    Book now

     To find out your entitlement please email  members@hqnetwork.co.uk.

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

    Programme:       

    Click here to download the programme

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start22 Feb 2022 09:30
    • End22 Feb 2022 13:00

    I can see clearly now – achieving transparency in the social housing sector

    Details

    I can see clearly now – achieving transparency in the social housing sector

    virtual workshop

    Find out what is expected by the Social Housing White Paper requirements when it comes to transparency – and what that might mean for your day-to-day operations.

    The government, under the White Paper (chapter two), is set to introduce a new access to information scheme for residents of housing associations and other private registered providers of social housing, so that information relating to landlords is easily accessible by residents. This will put all registered providers onto a similar footing with local authorities who are already obliged to comply with the Freedom of Information legislation that applies to statutory bodies.

    This workshop takes a practical look at what’s involved:

    • An overview from DLUHC about the requirement – the spirit and its intentions
    • The practicalities:
      • What arrangements will you need to have in place? 
      • How does this equate to the Freedom of Information requirements?
      • How will you ensure you provide information on a timely basis and within time limits?
      • How will residents be able to complain about non-compliance?

    You’ll get to understand what’s needed and hear the experiences of housing colleagues already subject to these requirements – similar requirements are already in place for housing associations operating in Scotland.

    You’ll also get some top tips on how to communicate in a more transparent way and get a chance to quiz the experts.

    This workshop is essential for everyone working in governance and communications as well as in a strategic or operational role responsible for developing or implementing policies relating to information and GDPR.

    Confirmed speakers:

    • Patrick Whitehead, Head of Social Housing Consumer Regulation Policy, The Dept for Levelling up, Housing and Communities
    • Bobbie Hough, Managing Director, Hough Bellis
    • Sue Fox, Senior Consultant, Hough Bellis
    • Patricia Cahill, Director, Sanctuary Scotland
    • Eileen Barr, Solicitor, TC Young. 
    find out more

    Meet At

    Further information

    Delegate fees:

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:    

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start23 Feb 2022 10:00
    • End23 Feb 2022 12:00

    Housing Ombudsman workshop: Learning from complaints

    Details

    Housing Ombudsman workshop: Learning from complaints

    Virtual workshop

    Things will go wrong but then it is vital to not only put them right, but also learn lessons so that the same problems don’t arise again.

    Complaints provide an invaluable insight into areas for improvement. To take full advantage of this free feedback, landlords need to have a positive ‘learning culture’ and systems in place to capture and share the lessons learnt.

    The Housing Ombudsman’s expert trainers will share examples from the Ombudsman’s casework and best practice in capturing learning from across the social housing sector. The interactive sessions will include group work as well as plenty of time for questions and for sharing experience with other delegates.

    Sessions will cover:  

    • How to capture learning from complaints
    • How to translate learning into practical service improvements
    • When and how to share learning with staff, managers, residents and contractors
    • Specific examples of how landlords have used learning to improve services.

    Why attend?

    Faced with tightening resources and increasing demands, landlords need to maximise their use of the intelligence that complaints can provide.

    This workshop is essential for those involved in complaint handling and for all staff and managers who are committed to driving service improvement.

    Delegates will come away with a clear understanding of the benefits of a learning culture and of how learning can be systematically captured and used.

    About our speakers;

    John Goodwin, Systemic Adjudicator, Housing Ombudsman Service John Goodwin is a Systemic Adjudicator with the Housing Ombudsman Service. In this role he addresses systemic failings by social landlords. He is also part of the Ombudsman’s Sector Development Team – working with landlords, residents and others to improve complainthandling across the sector. Prior to joining the Ombudsman, John spent ten years with the Audit Commission – inspecting a range of housing organisations and services. John previously worked for Shelter in several roles, including Head of Legal Services, Editor of ROOF magazine and co-editor of ADVISER magazine. He began his housing career working in homelessness, housing advice and resettlement for a London borough. John has written and edited a number of publications including: ‘Built to Last’ (a history of British housing policy) and ‘Homelessness – a good practice guide’. John is an accredited mediator and a trustee and past chair of a social care charity.

    Dave Simmons, Sector Development Lead, Housing Ombudsman Service Dave has worked at the Housing Ombudsman Service for 14 years holding several roles including that of an Adjudicator. In his current position as Sector Development Lead, he is responsible for sharing insight, promoting best practice and raising standards in complaint handling in the sector. A lot of this work he does through the writing and delivery of workshops and webinars to both residents and landlords on a range of subjects. Outside of his work with the Ombudsman Service Dave has written and delivered training workshops for Tpas (tenant engagement experts) in his capacity as an associate. He is also an accredited mediator and volunteers as a community mediator for a charity based in Croydon which specialises in neighbourhood disputes. 

    Testimonials:

    "I think this was a very enjoyable virtual workshop Dave and John both delivered with professionalism and had extensive knowledge.  I thought the participants also contributed to an enjoyable workshop too."

    "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." 

    "Dave and John are very knowledgeable and always willing to answer questions and give their own opinions. I think the group parts are valuable and enjoyable, as you get to speak to others from the industry."

    "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, workshop and networking." 

    "Was an excellent virtual event with lots of participation and good ideas."

    This workshop will also take place on Wednesday 23 March, Tuesday 19 April and Thursday 28 April.

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start24 Feb 2022 10:00
    • End24 Feb 2022 16:00

    Health and safety: Managing compliance in 2022 and beyond

    Details

    Health and safety: Managing compliance in 2022 and beyond

    Virtual workshop

    Ready for the big changes coming in 2022? Ensuring tenants’ safety in their homes is a landlords’ number one priority. This session will explain what you need to know and do.

    We’re going to see some big changes in 2022.

    Carbon monoxide and smoke alarms are going to become mandatory, while electrical safety inspections are being adjusted.

    The Fire Safety Act, which was made law in April, is likely to come into force early in the new year, extending the reach of the FFO and increasing the number and type of buildings in scope.

    And we must prepare for the imminent Building Safety Bill, part of which will mean planning the safety case for all buildings over 18 meters

    Additionally, the new consumer regulatory regime and tenant satisfaction measures will be introduced. New measures will focus on compliance with the ‘big 6’ health and safety obligations, including overall tenant satisfaction with the health and safety of their home. Gearing up to ensure that you have the right measures in place across all areas of compliance will be essential.

    The challenge of managing health and safety, and the risks involved, constantly changes, and evolves. For example, with more of us working from home (including our tenants), the risk of fire and electrical incidents has increased.

    We all know that ensuring tenants are safe in their homes is a social landlord’s top priority so attending this session should be top of your list too.

    This event will help you prepare for what’s coming, while providing information, good practice, and guidance on existing regulatory and statutory requirements, and covering key landlord safety compliance on gas, asbestos management, water hygiene, electrical safety, lifts, and fire.

    • Compliance – are you meeting your responsibilities?
    • Data up-to-date, complete, consistent?
    • And what do your residents think? 

    You’ll learn about your compliance responsibilities, what you can do to ensure you’re meeting the requirements of legislation, and how you can make sure your tenants are safe in their homes.

    What we’ll cover

    Starting with an overview of the key changes expected in 2022, the focus will then switch to the main compliance issues:

    • Gas safety
      • Getting the basics right
      • Challenges with access
      • New requirements on carbon monoxide alarms
    • Electrical safety
      • New expectations on electrical safety inspections
    • Fire safety
      • Requirement for smoke alarms in all social housing
      • An update on the Fire Safety Act 2021
    • Asbestos
      • Getting the basics right
      • Risk management
      • Data management and integrity
    • Water safety
    • Lift safety.

    Our experts will highlight your responsibilities – what you must do to meet legislation and how you can ensure the integrity of your data, along with the latest good practice.

    Why should you attend? 

    You’ll improve your understanding of all the key changes to regulation, legislation, and best practice, and go away with confidence that you’re managing your compliance responsibilities effectively and efficiently.

    Health and safety regulation, legislation, and best practice are constantly changing. It’s your responsibility to stay up to date and adapt to the changes.

    This really is essential for everyone working in the maintenance, delivery, reporting, management, and assurance of compliance.

    Don’t miss this chance to understand your compliance obligations.

    Confirmed speakers:

    • Debbie Larner, Freelance Housing Consultant
    • Steve Pettitt, Director of Safety, L&Q
    • Kevin Bentley, HQN associate
    • Glyn Morgan, Risk Management Consultant, Gallagher
    • Peter Leavers, Director, Stonewood Lift Consultants Ltd.

    Testimonials:

    "Extremely knowledgeable, interesting" 

    "Very interesting with valuable content" 

    "Really informative and well organised" 

    "In-depth coverage of subject. Good examples given" 

    "Great to combine all the key compliance topics into one day" 

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

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

     

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual masterclass
    • Start08 Mar 2022 10:30
    • End08 Mar 2022 13:00

    EWS1 form masterclass 2 – leaseholder engagement, service charges and the Section 20 process

    Details

    EWS1 form masterclass 2 – leaseholder engagement, service charges and the Section 20 process

    Virtual Masterclass

    Building on our first EWS1 form masterclass, this time we focus on leaseholder engagement, service charges and the Section 20 process.

    The EWS1 form was introduced by the Royal Institute of Chartered Surveyors as a response to lenders seeking assurance on the safety of external wall systems as a condition of approving mortgage applications for ‘high-rise’ buildings over 18 meters.

    But, despite the best of intentions, the EWS1 form has created more uncertainty (and potentially cost) for all parties involved and due to the changing definition of properties that fall under its remit, the situation has become more complex and lacked clarity.

    Since the EWS1 form was introduced in November 2019, the government have been forced to intervene on a number of occasions to provide additional guidance, and some funding, to address the issues. It has resulted in an ever-changing situation that remains without a satisfactory resolution.

    For this second virtual masterclass, HQN is again teaming up with EWS1 form expert Neave Maguire who will use the session to focus on leaseholder engagement and the Section 20 process while also bringing delegates up to date with the latest guidance and best practice. She is also happy to answer questions on specific issues and situations.

    The session will cover:

    • All you need to know about EWS1 forms and leaseholder engagement
    • The tricky issue of service charges
    • The Section 20 process.

    Who should attend?

    • Chief executives, boards and executives of registered providers
    • Leasehold and shared ownership teams
    • Building safety teams
    • Development teams
    • Anyone involved in block management.

    Confirmed speakers:

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

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

    The Leasehold Network | The Health and Safety Network |The Asset Management Network.

    EWS1 form masterclass 1 will take place on Thursday 3 February 2022.

    You may be interest in this event taking place on 20 January: Fire safety claims: pursuing the original construction team

    find out more

    Meet At

    Further information

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

    Book now

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

    Programme:     

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start09 Mar 2022 10:00
    • End09 Mar 2022 11:30

    You think GDPR is all over…….it’s only just begun

    Details

    You think GDPR is all over…it’s only just begun

    Virtual workshop

    You may have thought “it was all over…” but a combination of Brexit, the pandemic and the emerging new world of work has created a myriad of new issues for employers and service providers to deal with in relation to data protection.

    Our legal advisor David Gibson will provide you with “ten very practical tips” on how to adapt to the new world of GDPR.

    He will cover homeworking issues, SAR requests, data control issues and dealing with sensitive date in this bite sized informative and practical session.

    If you have any particular questions – send them over to us beforehand and we’ll make sure David covers them. Don’t worry if you don’t have time – we’ve included time for 'Q&A' at the end.

    This is essential for everyone responsible for GDPR compliance and/or handling data.

    About David Gibson:

    David studied History and Politics and then entered the teaching profession in Liverpool before undertaking further postgrad study and teaching at University of Newcastle.

    David trained and worked in London advising a range of clients from major trade unions to leading media organizations including The Wireless Group, Channel 4 and The Guardian. David relocated to the North East and joined Burnetts as a partner in 2021. David has a keen interest in the changing nature of the relationship between work providers and work deliverers and is of the view that the traditional employer-employee relationship is becoming redundant. He also has expertise in GDPR issues and developing pro-active workplace cultures and practices.

    David has extensive experience in advising on employment law across a range of sectors including charities, transport, housing associations, football clubs and retail. He offers a practical, solution driven service that quickly identifies problems and ensures business can run smoothly and efficiently. David has also presented a number of seminars looking at the changing nature of work and the future planning that is required to ensure that the new challenges we all face are approached in a practical and comprehensive manner.

    His services include the preparation of key employment documents, dealing with common issues in relation to performance and disputes in the workplace, advising on exit strategies both for employers and employees, corporate advice on share sales and TUPE and training on emerging legislation and equality issues. David has delivered lectures at the Universities of Newcastle and Northumbria on emerging issues and can provide bespoke training to organisations to enable them to take proactive steps to ensure they are equipped to meet the challenges of the new world of work.

    Having studied and taught International Relations and formerly a member of the Employment Lawyers Association International Committee he has a keen awareness of the importance of close co-operation with legal advisors from across the EU. He enjoys, but is not very good at, fell running in the Lakes, Northumberland and Durham.

    David has run a number of workshops for HQN on legal matters. Here’s what delegates said…

    "I really enjoyed the event It was short and snappy and gave a really good overview of things to consider. Thank you."

    "Really informative and enjoyable session, Thank you."

    "Thank you. This has really helped to re-inforce that we are doing everything we could reasonably be expected to do."

    find out more

    Meet At

    Further information

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

    Book now

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

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start09 Mar 2022 10:30
    • End09 Mar 2022 13:20

    The heat is on

    Details

    The heat is on

    Virtual workshop

    More and more social housing landlords are taking on the role of energy providers. It’s a sector that’s really growing. It’s being championed by Government as the future of low-cost, low-carbon energy. It is shortly due to be Regulated by Ofgem with recourse to the Energy Ombudsman. Find out what this all means and what you should be doing to prepare.

    Heat networks are changing the way we heat our homes. Over half a million households already live in properties where heat is delivered via a local heat network, rather than the national grid.

    And its growing – the government is backing the expansion of heat networks in a big way. Planning rules mean hundreds of thousands of new homes will be connected to their own heat networks over the coming years.

    The rise of the heat network sector has seen social housing providers taking on a dual role of landlord and energy provider – delivering low-cost, low-carbon energy to tenants as part of their everyday service. 

    As heat networks are both natural monopolies (once your home is on a network, you can’t change supplier) and unregulated, landlords have been able to go about the business of delivering heat to homes free from scrutiny – until now!

    But this is all changing – the Department of Business, Energy and Industrial Strategy has confirmed that Ofgem will take over the regulation of the heat network market.

    This will mean that heat network energy providers (including social housing landlords) must meet service standards set by the regulator and customers will have access to the Energy Ombudsman.

    Throw in the sharp rise in energy costs and ongoing media reports of poorly performing heat networks and it’s clear that should be high on every social housing provider’s risk register.

    This session will explore what regulation will mean for the sector, the legal implications and how landlords can improve standards for heat network customers as part of wider service reforms.

    Who should attend:

    This is essential for:

    • Heating specialists and staff responsible for managing and running heat networks
    • Governance teams and staff responsible for ensuring compliance with regulatory obligations
    • Customer engagement and customer service teams and staff with responsibility for customer satisfaction.

    What will you take away?

    This session will provide you with:

    • A better understanding of timelines - when Ofgem will take over regulation of the heat network market - and what this will mean for social landlords currently acting as energy providers
    • Guidance - directly from Ofgem - on how landlords should be preparing for the transition to regulation
    • Advice on how to improve the customer service for tenants currently living on heat networks 
    • Guidance on funding – how being able to evidence customer service standards will be essential in order to access grant funding.

    Confirmed speakers:

    • Stephen Knight, Director, Heat Trust
    • Richard Bellingham, Head of Compliance, Ofgem
    • More to be announced soon. 

     

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start10 Mar 2022 09:45
    • End10 Mar 2022 13:30

    Be Reasonable! Are your service charges, management fees and administrative charges all reasonable?

    Details

    Be Reasonable! Are your service charges, management fees and administrative charges all reasonable?

    Virtual workshop

    Be Reasonable! How to ensure your service charges, management fees and administrative charges stand up to the test. This session will explain what you must to do ensure your charges can withstand scrutiny and meet the test of being “reasonable”.

    “Reasonableness” is an extremely important concept in leasehold management and charging. All charges - service charges, management fees and admin charges - must be able to withstand the test of being “reasonable”.  If leaseholders believe their charges are unreasonable, they can take their concerns to the First-tier Tribunal (FTT).

    Given all the disruption to services which have been caused by Covid and the predictions of 2022 being the “year of the squeeze” charges are likely to come under greater than ever scrutiny from leaseholders. So, its vitally important to get them right and avoid cases going to the FTT.

    But what factors to you need to take into account? What evidence do you need to prove “reasonableness”?

    This session takes a practical look at what “reasonableness” means and how it fits into the bigger picture of managing and costing services for leaseholders.

    It will consider:

    • What does ‘reasonable’ look like?
    • How do you assess it?
    • What are the implications if fees and charges aren’t “reasonable”?

    Join Leasehold Network specialist Jackie Dickins, and practitioners from local authorities and housing associations, for this essential practical session.

    Who should attend?

    Managers and specialist officers working in; leasehold teams, service charge teams, home ownership teams, finance teams and income teams who deal with leasehold services. 

    You will go away with:

    • Clarity about the concept of ‘reasonableness’
    • How it is interpreted
    • How you can relate it to your fees, charges and day-to-day work with leaseholders.

    Confirmed speakers:

    • Jackie Dickens, The Leasehold Network Associate, HQN
    • Ian Parker, The Housing Finance Network Associate, HQN.

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

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

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start23 Mar 2022 10:00
    • End23 Mar 2022 12:00

    Housing Ombudsman workshop: Learning from complaints

    Details

    Housing Ombudsman workshop: Learning from complaints

    Virtual workshop

    Things will go wrong but then it is vital to not only put them right, but also learn lessons so that the same problems don’t arise again.

    Complaints provide an invaluable insight into areas for improvement. To take full advantage of this free feedback, landlords need to have a positive ‘learning culture’ and systems in place to capture and share the lessons learnt.

    The Housing Ombudsman’s expert trainers will share examples from the Ombudsman’s casework and best practice in capturing learning from across the social housing sector. The interactive sessions will include group work as well as plenty of time for questions and for sharing experience with other delegates.

    Sessions will cover:  

    • How to capture learning from complaints
    • How to translate learning into practical service improvements
    • When and how to share learning with staff, managers, residents and contractors
    • Specific examples of how landlords have used learning to improve services.

    Why attend?

    Faced with tightening resources and increasing demands, landlords need to maximise their use of the intelligence that complaints can provide.

    This workshop is essential for those involved in complaint handling and for all staff and managers who are committed to driving service improvement.

    Delegates will come away with a clear understanding of the benefits of a learning culture and of how learning can be systematically captured and used.

    About our speakers;

    John Goodwin, Systemic Adjudicator, Housing Ombudsman Service John Goodwin is a Systemic Adjudicator with the Housing Ombudsman Service. In this role he addresses systemic failings by social landlords. He is also part of the Ombudsman’s Sector Development Team – working with landlords, residents and others to improve complainthandling across the sector. Prior to joining the Ombudsman, John spent ten years with the Audit Commission – inspecting a range of housing organisations and services. John previously worked for Shelter in several roles, including Head of Legal Services, Editor of ROOF magazine and co-editor of ADVISER magazine. He began his housing career working in homelessness, housing advice and resettlement for a London borough. John has written and edited a number of publications including: ‘Built to Last’ (a history of British housing policy) and ‘Homelessness – a good practice guide’. John is an accredited mediator and a trustee and past chair of a social care charity.

    Dave Simmons, Sector Development Lead, Housing Ombudsman Service Dave has worked at the Housing Ombudsman Service for 14 years holding several roles including that of an Adjudicator. In his current position as Sector Development Lead, he is responsible for sharing insight, promoting best practice and raising standards in complaint handling in the sector. A lot of this work he does through the writing and delivery of workshops and webinars to both residents and landlords on a range of subjects. Outside of his work with the Ombudsman Service Dave has written and delivered training workshops for Tpas (tenant engagement experts) in his capacity as an associate. He is also an accredited mediator and volunteers as a community mediator for a charity based in Croydon which specialises in neighbourhood disputes. 

    Testimonials:

    "I think this was a very enjoyable virtual workshop Dave and John both delivered with professionalism and had extensive knowledge.  I thought the participants also contributed to an enjoyable workshop too."

    "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." 

    "Dave and John are very knowledgeable and always willing to answer questions and give their own opinions. I think the group parts are valuable and enjoyable, as you get to speak to others from the industry."

    "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, workshop and networking." 

    "Was an excellent virtual event with lots of participation and good ideas."

    This workshop will also take place on Wednesday 23 FebruaryTuesday 19 April and Thursday 28 April.

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual masterclass
    • Start23 Mar 2022 10:30
    • End23 Mar 2022 12:30

    Gas safety masterclass – the latest information on compliance and best practice

    Details

    Gas safety masterclass – the latest information on compliance and best practice

    Virtual masterclass

    Get up to speed on gas safety at our popular masterclass.

    We’re pleased to announce the date of our ever-popular masterclass on gas safety. Gas safety remains a key priority for landlords. Whilst not much has changed by way of legislation the challenges remain:

    • Getting the basics right – staying compliant
    • Data and record keeping
    • Gaining access to tenants’ homes.

    And there’s a constant need to stay on top of changes and emerging good practice:

    • Covid-19 requirements
    • Technological developments
    • Carbon Zero agenda.

    The session will cover gas safety, inspections and the legal aspects around gas related compliance, enforcement and penalties for non-compliance.

    We’ll also take a look at the opportunities and challenges that lie ahead including the government’s plans for hydrogen systems and the implications for landlords (development and maintenance issues).

    It’s essential for everyone involved in gas and gas safety either as a refresher or new in post.

    What will be covered:

    • An update on 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 – making the relationship deliver 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.

    Confirmed speakers:

    • Kevin Bentley, HQN associate
    • Baljit Basra, Partner in the housing litigation and management team, Anthony Collins Solicitors
    • Practitioner to be confirmed shortly.

    Who should attend:

    • Repairs and maintenance operatives
    • Gas managers
    • Health and safety managers
    • Officers and operatives
    • Voids and housing managers
    • Surveyors and multi-skilled operatives
    • Operations management 
    • Those responsible for contracting with, assessing and managing gas safety.

    Testimonials from last year’s masterclass:

    "It was a great session very useful &  informative."

    "Very timely, relevant and informative."

    "The session was worth every time spent.Thanks."

    "It was very informative and relevant with up to date information."

    About our speakers:

    Kevin Bentley

    Kevin has worked in social housing in both the local government and housing association sectors for over 25 years, specialising in housing maintenance and stock investment issues. Kevin has been a HQN Associate for over 14 years, providing advice and support to many housing organisations. He has in-depth knowledge of all aspects of operational delivery and strategic asset management in the sector. He regularly carries out reviews of gas servicing and maintenance for organisations. He has in-depth knowledge of service delivery and best practice in the sector delivered by in-house/DLO contractors and out-sourced arrangements. Kevin is also one of HQN’s key accreditation assessors specialising in HQN: DLO and HQN: gas repairs and asset management accreditations. He is also one of HQN’s trainers responsible for contract management and procurement. Kevin has carried out upwards of 120 service reviews and similar in-depth assessments of repairs and maintenance services for HQN clients, including a large number of gas servicing and maintenance reviews for organisations with both in-house contractors or outsourced and hybrid arrangements. 

    Baljit Basra

    Baljit is a leading Partner within the housing litigation team with extensive experience in advising on and generally managing complex pre and post court actions on behalf of Registered Providers (RPs) and local authorities. She leads on bespoke training to RPs on all housing related subjects, including providing advice and managing Section 11 disrepair compensation claims, gas safety issues, statutory nuisance prosecutions, complex possession and ASB claims involving issues surrounding mental health, capacity, Fraud, Human Rights and proportionality defences. Baljit also provides specialist advice and assistance in relation to housing management issues and reviews policies and procedures affecting RPs and local authorities.

    find out more

    Meet At

    Further information

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start24 Mar 2022 10:00
    • End24 Mar 2022 11:30

    Allyship: putting words into action

    Details

     Allyship: putting words into action

    Virtual workshop

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

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

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

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

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

    What will be covered:

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

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

    About Colin Heyman:

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

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

    Testimonials:

    "It was very informative and helpful to reinform myself about thinking more about EDI"

    "Was informative and breakout rooms were benifical to discuss in smaller groups"

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

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

    find out more

    Meet At

    Further information

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

    Book now

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

    Cancellations and substitutions:

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

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

     

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start24 Mar 2022 10:00
    • End24 Mar 2022 15:45

    The Strategic Network annual conference: The future of the private rented sector

    Details

    The Strategic Network annual conference: The future of the private rented sector

    Virtual conference

    This year’s annual conference looks at how we can make the most of the private sector.

    The strategic approach: how could it operate at a local level? Can HAs and councils build more homes for rent? This conference will focus on these key issues, along with the opportunities offered by the Affordable Housing Commission for a conversion fund to buy up properties that landlords are disposing of and convert them to affordable housing.

    What will be covered:

    • The Strategic Network covers a vast range of issues. The important part played by the private rented sector (PRS) and the challenges and opportunities it presents is something all councils and housing associations recognise and can relate to:
    • The PRS has grown from under 10% to over 20% of the housing stock over the last two decades. There are currently estimated to be 4.4 million households in England living in the PRS
    • It’s a diverse sector, ranging from depressingly poor conditions for some of the most vulnerable households to middle income families and upwardly mobile young people, through new-build to rent schemes.
    • Demand has grown because of the high cost of the owner-occupation ladder and the inability to access social housing. For some, it’s becoming a tenure of choice. Nevertheless, there are many vulnerable groups trapped in poor-quality housing that impacts negatively on their mental and physical health
    • Supply of rented property is dominated by small providers owning fewer than five properties – some of whom are accidental landlords. There are also landlords operating on the margins of legality that flout or are ignorant of the legislation and regulations
    • But there are an increasing number of institutional landlords (including councils and registered providers) that are providing new-build to rent apartment blocks following the government’s Montague Review in 2012
    • Regulations are complex, with over 30 Acts and numerous statutory instruments. The government has promised that a White Paper will be published in 2022 that could result in further legislation. But will this simplify the rules or add a further level of complication to an already crowded field?

    The National Audit Office report on the regulation of the PRS (published in December 2021) highlights that “it is not effective in ensuring the sector is consistently fair for renters or that housing is safe and secure”. Both the Local Government Association and the National Residential Landlords Association (NRLA) have welcomed the focus on developing a more strategic approach.

    Taking such an approach at local and national levels is becoming even more important because of changes in the sector. A District Councils’ Network survey recently found strong evidence that landlords are selling up or converting their properties to Airbnb-type accommodation, while a study by the London School of Economics for the NRLA in December 2021 found that over 50% of landlords said that tax changes (eg, stamp duty) had deterred them from making further investment and acquiring more properties.

    Furthermore, studies by organisations such as the Resolution Foundation and the Joseph Rowntree Foundation show that the pandemic has had a major immediate impact with, for example, tenants unable to pay rents and landlords losing income.

    The conference will focus on these issues, with an emphasis on the roles and activities of councils and housing associations:

    • What might a strategic approach look like at the local level?
    • What’s the future for licensing schemes as part of a new strategic framework?
    • Are there further opportunities for build to rent by housing associations and councils?
    • Are there opportunities for housing associations to take forward the proposal by the Affordable Housing Commission for a conversion fund to buy up properties that landlords are disposing of and convert them to affordable housing? 

    Why you should attend:

    You’ll get fully up to date with everything you need to know about the opportunities for increasing your supply of affordable housing for rent.

    What you’ll take away from the event:

    • Up-to-date state of play on current and proposed legislation and regulations
    • Good practice on developing local strategies
    • Good practice on licensing schemes
    • Opportunities and challenges of build to rent and a national conversion fund.

    Essential for:

    • Local authority private rented sector teams
    • Housing strategy officers
    • Councillors with a portfolio that incorporates the PRS 
    • Councils and registered providers involved and / or interested in build-to-rent provision.

    Confirmed speakers:

    • Emma Lindley, HQN Associate
    • Roger Jarman, HQN Associate
    • Tim Brown, HQN Associate
    • Dr Jennifer Harris, University of Bristol / CaCHE
    • Lydia Dlaboha, HQN
    • Janis Bright, HQN.

    Testimonials: 

    "Great event, incredibly thought-provoking, inspiring and always leave these events with a long to-do list"

    "The whole event worked very smoothly, and I was impressed by the speakers and the quality of the presentations"

    "Fantastic conference today and great presentations from all. Thank you"

    "Very informative with lots of practical ideas to take away"

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

    The Housing Quality Network | The Leasehold Network | The Residents Network | The Strategic Network | The Housing Management Network

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

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

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

    The Strategic Network

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start19 Apr 2022 10:00
    • End19 Apr 2022 12:00

    Housing Ombudsman workshop: Learning from complaints

    Details

    Housing Ombudsman workshop: Learning from complaints

    Virtual workshop

    Things will go wrong but then it is vital to not only put them right, but also learn lessons so that the same problems don’t arise again.

    Complaints provide an invaluable insight into areas for improvement. To take full advantage of this free feedback, landlords need to have a positive ‘learning culture’ and systems in place to capture and share the lessons learnt.

    The Housing Ombudsman’s expert trainers will share examples from the Ombudsman’s casework and best practice in capturing learning from across the social housing sector. The interactive sessions will include group work as well as plenty of time for questions and for sharing experience with other delegates.

    Sessions will cover:  

    • How to capture learning from complaints
    • How to translate learning into practical service improvements
    • When and how to share learning with staff, managers, residents and contractors
    • Specific examples of how landlords have used learning to improve services.

    Why attend?

    Faced with tightening resources and increasing demands, landlords need to maximise their use of the intelligence that complaints can provide.

    This workshop is essential for those involved in complaint handling and for all staff and managers who are committed to driving service improvement.

    Delegates will come away with a clear understanding of the benefits of a learning culture and of how learning can be systematically captured and used.

    About our speakers;

    John Goodwin, Systemic Adjudicator, Housing Ombudsman Service John Goodwin is a Systemic Adjudicator with the Housing Ombudsman Service. In this role he addresses systemic failings by social landlords. He is also part of the Ombudsman’s Sector Development Team – working with landlords, residents and others to improve complainthandling across the sector. Prior to joining the Ombudsman, John spent ten years with the Audit Commission – inspecting a range of housing organisations and services. John previously worked for Shelter in several roles, including Head of Legal Services, Editor of ROOF magazine and co-editor of ADVISER magazine. He began his housing career working in homelessness, housing advice and resettlement for a London borough. John has written and edited a number of publications including: ‘Built to Last’ (a history of British housing policy) and ‘Homelessness – a good practice guide’. John is an accredited mediator and a trustee and past chair of a social care charity.

    Dave Simmons, Sector Development Lead, Housing Ombudsman Service Dave has worked at the Housing Ombudsman Service for 14 years holding several roles including that of an Adjudicator. In his current position as Sector Development Lead, he is responsible for sharing insight, promoting best practice and raising standards in complaint handling in the sector. A lot of this work he does through the writing and delivery of workshops and webinars to both residents and landlords on a range of subjects. Outside of his work with the Ombudsman Service Dave has written and delivered training workshops for Tpas (tenant engagement experts) in his capacity as an associate. He is also an accredited mediator and volunteers as a community mediator for a charity based in Croydon which specialises in neighbourhood disputes. 

    Testimonials:

    "I think this was a very enjoyable virtual workshop Dave and John both delivered with professionalism and had extensive knowledge.  I thought the participants also contributed to an enjoyable workshop too."

    "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." 

    "Dave and John are very knowledgeable and always willing to answer questions and give their own opinions. I think the group parts are valuable and enjoyable, as you get to speak to others from the industry."

    "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, workshop and networking." 

    "Was an excellent virtual event with lots of participation and good ideas."

    This workshop will also take place on Wednesday 23 February, Wednesday 23 March, and Thursday 28 April.

    find out more

    Meet At

    Further information

    Delegate fees:
    Non-members:
    1 delegate: £200.00 *
    2 delegates: £175.00 *
    3+: £150.00 *

    Members of any HQN network:
    1 delegate: £175.00 *
    2 delegates: £150.00 *
    3+: £125.00 *

    Book now

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

    Cancellations and substitutions:

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

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

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start21 Apr 2022 10:00
    • End21 Apr 2022 13:00

    The Asset Management Network annual conference

    Details

    The Asset Management Network annual conference

    Virtual conference

    The Asset Management Network is pleased to announce the date of the 2022 annual conference. Further details on the themes and sessions will be confirmed in due course.

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

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

    find out more

    Meet At

    Further information

    Times and pricing will be confirmed in due course.

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

    Sponsored by:

    United Living

     

    The Asset Management Network

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