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    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start07 Jul 2020 10:30
    • End07 Jul 2020 12:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshop: Spotlight on repairs

    Virtual workshop

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on these workshops.

    Dissatisfaction with day-to-day (‘responsive’) repairs accounts for over a third of complaints made to the Ombudsman each year.

    Living in a home in a poor state of repair can have a significant impact on residents. It can cause stress and frustration, and damage the ongoing relationship with the landlord.

    Delivering a good repairs service is a high priority for landlords and many handle complaints very well – but there is room for improvement.

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on this new workshop.

    The workshop will be delivered by the Ombudsman's own expert trainers and will focus on the following themes:

    • How the Housing Ombudsman Service investigates repairs complaints – what you need to know
    • Understanding the key causes of repairs complaints
    • Preventing common complaints
    • Understanding the responsibilities of all parties
    • Speeding up response times and closing complaints early
    • Better record keeping
    • Lessons learned
    • Your questions answered.

    The session will also look at the application of the Dispute Resolution Principles in dealing with repairs complaints.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. 

    The Ombudsman will also be sharing their experience of how social landlords are responding to disrepair and complaints during the Covid pandemic, and the Ombudsman’s expectations in those areas.

    This workshop will also be held on 14 July 2020.

    find out more

    Meet At

    Further information

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

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

    Registration will start 30 minutes before the first session.

    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
    • Start09 Jul 2020 10:30
    • End09 Jul 2020 12:30

    Co-designing services for customer-centric organisations

    Details

    Co-designing services for customer-centric organisations

    Virtual workshop

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

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

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

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

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

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

    At this virtual workshop, Andy Pattichis, lead service designer for Hellon, will cover the following themes:

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

    This event is essential for the following:

    • Customer service executives
    • Business transformation teams
    • Customer Service Directors
    • Heads of Customer Service
    • Executive Directors of Service & Transformation
    • Business transformation teams
    • Head of Customer Experience
    • Customer insight teams
    • Digital
    • Operation directors.

    About Hellon

    Hellon was established in 2009 and has been expanding rapidly by challenging traditional business development by utilising a customer-centric approach and design methods. It has offices in Helsinki and London and has worked with companies in more than 20 countries.

    find out more

    Meet At

    Further information

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

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

    In partnership with:

    Hellon

    Programme:  

    Click here to download the programme

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start14 Jul 2020 10:30
    • End14 Jul 2020 12:30

    Housing Ombudsman workshop: Spotlight on repairs

    Details

    Housing Ombudsman workshop: Spotlight on repairs

    Virtual workshop

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on these workshops.

    Dissatisfaction with day-to-day (‘responsive’) repairs accounts for over a third of complaints made to the Ombudsman each year.

    Living in a home in a poor state of repair can have a significant impact on residents. It can cause stress and frustration, and damage the ongoing relationship with the landlord.

    Delivering a good repairs service is a high priority for landlords and many handle complaints very well – but there is room for improvement.

    HQN is once again delighted to be partnering with the Housing Ombudsman Service on this new workshop.

    The workshop will be delivered by the Ombudsman's own expert trainers and will focus on the following themes:

    • How the Housing Ombudsman Service investigates repairs complaints – what you need to know
    • Understanding the key causes of repairs complaints
    • Preventing common complaints
    • Understanding the responsibilities of all parties
    • Speeding up response times and closing complaints early
    • Better record keeping
    • Lessons learned
    • Your questions answered.

    The session will also look at the application of the Dispute Resolution Principles in dealing with repairs complaints.

    Each workshop draws on case studies and best practice examples from the Housing Ombudsman's files. 

    The Ombudsman will also be sharing their experience of how social landlords are responding to disrepair and complaints during the Covid pandemic, and the Ombudsman’s expectations in those areas.

    This workshop will also be held on 7 July 2020.

    find out more

    Meet At

    Further information

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

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

    Registration will start 30 minutes before the first session.

    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
    • Start16 Jul 2020 10:00
    • End16 Jul 2020 16:00

    The Housing Quality Network annual conference 2020: Back from the brink

    Details

    The Housing Quality Network annual conference 2020: Back from the brink

    Free to members

    Working out how the housing sector can bounce back from COVID-19? Worrying what the economic impact will be for our organisations, residents and communities? Wondering if we can make the world a better place once the dust has settled? Seeking clarity amidst the confusion?

    At a time when there are no simple answers to life’s big questions, HQN’s first virtual annual conference will provide the accurate information and expert guidance you need to make informed decisions for the future – direct from the decision makers.

    This year’s conference couldn’t be better timed as the housing sector seeks certainty on how to emerge from the COVID-19 crisis in a way that balances the health and wellbeing of employees, residents and our communities with the viability of organisations.

    By July, the UK is expected to be well on the path back to business as usual and HQN is inviting the key players and policy makers from the housing sector to use this year’s conference to speak direct to our members and provide a clarity of purpose.

    The new virtual format also provides an opportunity for a far more diverse and packed schedule than a one-day conference would normally allow.

    We are in the process of developing key sessions looking ahead to how the housing sector can ‘revive and thrive’ beyond COVID-19 while absorbing any potential economic shocks alongside a series of workshops focusing on specialist areas that will require immediate attention.

    We also expect the Social Housing White Paper, health and safety and climate change to re-emerge as top priorities in the coming months. All will be covered on the day.

    More details including key speakers will be announced shortly.

    Keynote and panel sessions:

    • Revive and thrive – how can housing bounce back and flourish once COVID-19 has eased? Hear direct from policy makers, leaders, funders, and experts as they map out a future for our sector.
    • Care and repair – how well did the housing sector respond to the COVID-19 crisis? Can we be proud of the frontline help and support we offered our residents? We celebrate those that made a difference while highlighting some key lessons to be learned.
    • The UK economy, housing finance and funding – how are finance chiefs mapping their way out of the COVID-19 lockdown? What impact will the events of 2020 have on balance sheets, risk maps and the future health of the sector? What are the key things you need to know about the wider economy?
    • The Social Housing White Paper – hear the latest from the Regulator of Social Housing and others on the rollout of the Social Housing White Paper and its implications for organisations and residents.
    • Homes for NHS Heroes – hear about the launch of a new sector-wide campaign to build new affordable homes for NHS workers.
    • International voices – hear how housing providers from different parts of the world have responded to the challenges posed by COVID-19 and other momentous events.

    Virtual workshops

    • Housing in ‘the new normal’ – a series of sessions looking at the way organisations have adjusted their approach to service delivery during the COVID-19 lockdown and how our response is likely to shape the ‘new normal’ for the way we work, communicate and transact. Covering:
      • The future workplace
      • Delivering digital services
      • Building better relationships with residents.
    • Ramping up repairs – how does the sector get back up to speed with repairs and maintenance activities following COVID-19? What are the priorities and how can we ensure we deliver a safe, efficient and effective service when social distancing restrictions remain in place?
    • Income and arrears – record numbers of new Universal Credit claimants, households struggling to pay their bills and a sharp rise in rent arrears pose a significant threat to income for housing providers in the coming 12 months. What are we doing now to meet the challenges ahead?
    • Unlocking development – building new affordable homes will be a key driver of the UK economy when the world gets back to ‘normal’ but what are we doing now in preparation to get development back on track? What types of homes should we be building? And how do we get anywhere near the numbers required in a subdued housing market? Hear direct from Homes England (TBC), development chiefs and property experts.

    Confirmed speakers:

    • Will Perry, Director of Strategy, The Regulator of Social Housing
    • Richard Blakeway, Housing Ombudsman
    • Jon Neale, Head of UK Research, JLL
    • Karin Erlander, Global Ratings Director and Lead Analyst, S&P
    • Martin Wheatley, Adviser and researcher on housing and public services
    • Helen Evans, G15 Chair and Chief Executive, Network Homes
    • Kate Davies, Chief Executive, Notting Hill Genesis
    • Clare Budden, Chief Executive, Clwyd Alyn
    • Jo Miller, Chief Executive, Hutt City Council (New Zealand)
    • Wendy Hayhurst, Chief Executive, Community Housing Industry Association (Australia)
    • Henk Korevaar, Co-Founder, CorpoNet (Netherlands)
    • Nick Atkin, Chief Executive, Yorkshire Housing
    • Paul Taylor, Innovation Coach, Bromford
    • Wayne Gales, Chief Executive, Weaver Vale Housing Trust
    • Paul Smith, Cabinet Member for Housing, Bristol City Council
    • Rosie Toogood, Chief Executive, L&G
    • Becky Utuka, Director of Development and Sales, Gateway Housing Association
    • Timo Patiala, Managing Director, Hellon
    • Sara Woodall, Executive Director of Homes and Communities, Accord
    • Paula Steel, Head of digital, Southern housing
    • Jaz Kaur, Income and Financial Inclusion Manager, WHG
    • Tansy Crowley-Street, Income and Residential property manager, WHG
    • Matt Kelly, Income Manager, Ongo
    • Danny Vant, Client services director, PayPoint
    • Mark Beech, Managing Director, Calico Homes
    • Nicola Crompton-Hill, Director of Health, Care and Wellbeing, Calico Homes
    • Ilyas Lunat, Senior Manager Income Services, Connect Housing
    • Kath Cottie, Director of Housing Services, Clúid Housing
    • Olu Olanrewaju, Chair of Leadership 2025 and associate director at Altair International (Africa).
    find out more

    Meet At

    Further information

    Delegate fees:
    Price per delegate: £299.00*
    Members of the Housing Quality Network: FREE*
    Members of any other HQN network: £219.00*

    *Free places are available to members of the Housing Quality Network. To find out your entitlement please get in touch.

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

    Sponsored by:

    Mobysoft

     

    Housing partners

     

    Paypoint

    Draft 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
    • Start21 Jul 2020 10:30
    • End21 Jul 2020 13:00

    Do the right thing – delivering and demonstrating social value

    Details

    Do the right thing - delivering and demonstrating social value

    Virtual workshop

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

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

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

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

    Following the COVID 19 pandemic, and the resulting economic impact, we expect see a sharp increase in the numbers of people requiring additional support over the coming months and years. With Housing Associations and Local Authorities playing a leading role in working to mitigate these effects, it is now more important than ever to maximise the expertise and resources available through the supply chain. By ensuring that these relationships are delivering Social Value right where it’s needed, we can help people to manage and overcome future challenges.

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

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

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

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

    find out more

    Meet At

    Further information

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

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

    Programme: 

    Click here to download the programme

    Cancellations and substitutions:

    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
    • Start22 Jul 2020 10:30
    • End22 Jul 2020 12:30

    Handle with care – Identifying and supporting vulnerable people

    Details

    Handle with care

    Virtual workshop

    ‘Supporting our most vulnerable residents’ has been a term regularly used by housing providers when describing their response to the COVID-19 pandemic.

    But while the objective is to be applauded, in practice the dubious quality and incompleteness of data for people who may or may not have additional needs has thrown up a number of issues and hindered progress.

    At the root of the problem is the difficulty organisations face in defining what ‘vulnerability’ and ‘additional needs’ mean but they are central to how we can improve our data and ultimately act on it.

    This virtual session will look at how we frame vulnerability in a housing context, and how we can collect, analyse and react to data to offer people any additional support they may need.

    It will also look at tools, barriers and wider best practice in providing a better service to those residents who may need extra support, not just in times of crisis.

    This session will cover the following:

    • Defining vulnerability
    • Identifying vulnerable people
    • Identifying additional needs
    • Collecting and analysing data
    • Overcoming incomplete data
    • Best practice
    • Tools to enable support.

    This workshop will also be held on 18 August

     

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start24 Jul 2020 10:30
    • End24 Jul 2020 13:00

    ‘Levelling up’ – making estate regeneration happen

    Details

    Making estate regeneration happen

    Virtual Workshop

    ‘Levelling-up’ is a policy buzz word. It often is used to refer to the north-south divide, but it applies equally to estates in our towns and cities.

    There is compelling evidence that there is a social gradient between neighbourhoods based on socioeconomic factors with households in the most deprived areas (including social housing estates) having poorer health, lower educational attainment rates and uncertain job prospects.

    The government has not explicitly targeted estate regeneration through its levelling-up agenda or in the recently announced ‘new deal’.

    It is, therefore, an opportunity for councils and housing associations to take the lead in making a positive difference by working with residents to improve the built environment, provide training and job opportunities and improve health and well-being post COVID-19.

    Resources are, nevertheless, a major challenge. But there are possibilities of levering in skills and funding to address specific local issues e.g:

    • Redeveloping estates at higher densities can be a ‘win-win’ outcome as it addresses the need to tackle the lack of affordable housing as well as transforming the existing stock – and there continues to be a plethora of national announcements on funding for affordable housing
    • Using national regeneration funding streams, such as the towns fund and the forthcoming UK shared prosperity fund, is a distinct possibility 
    • Accessing independent and third sector finance, such as heritage and lottery funding and
    • Investigating opportunities in the ‘new deal’ to improve schools, health facilities, making use of the ‘shovel-ready’ fund and address the climate change agenda.   

    For these virtual workshops, HQN is teaming up with the communities team at the Pioneer Group to take a practical look at estate regeneration.

    The sessions will:

    • Explore the national agenda for estate regeneration and innovative approaches for tackling the funding challenges 
    • Take an in-depth look at the Castle Vale model of sustainable regeneration with a tour of the estate to see how the initial investment has been sustained with renewed focus on delivering wider social and economic regeneration 
    • Consider emerging approaches to scoping estate regeneration looking at the example of Falcon Lodge, a neighbourhood with around 900 council homes in the Reddicap ward of Sutton Coldfield. 

    To tie in with the ‘levelling up’ agenda, the National Housing Federation has just published the final version of its Great Places Commission report which identifies a key challenge around:  

    “…neighbourhoods, towns and cities in the Midlands and the North of England are not great places and have not been for a long time. Long-term economic and social trends have served to entrench regional disparities and hold these places back. This is having a clear and measurable impact on people’s lives and on the national economy and cannot be allowed to continue.

    “It is in places like this that housing associations, together with local authorities, universities, and other anchor institutions, are working alongside residents and community organisations to address local challenges and drive positive change. They are already making an impact, often with limited resources, but there is the potential to do so much more.”

     

    Participants attending the workshop will:

    • Hear about a nationally recognised successful example of estate regeneration 
    • Find out about a community planning approach to regeneration
    • Learn about the current national debate on turning round problem estates 
    • Find out about a potential future model of housing regeneration looking at short term interventions driven by a community planning approach   
    • Explore funding opportunities
    • Go away with ideas and solutions to take forward within their organisations.

    Our facilitators for these sessions are Tim Brown and Ifor Jones:

    Tim Brown is a long standing HQN associate, a qualified town planner and corporate member of the CIH as well as a senior research associate in housing and local government at De Montfort University. Tim was previously Director of the Centre for Comparative Housing research, board member and chair of a number of housing associations, director of two social enterprises. He is currently pioneering on the next steps and options for estate regeneration amongst a range of other work interests including boosting housing supply, housing needs of older people, economic development and regeneration housing policy and local authority and social housing allocations systems. Tim is technical lead for HQN’s specialist strategic network SEN.

    Ifor Jones is Head of Communities at the Pioneer Group in Castle Vale after retiring from local government in 2016. As a Director in Birmingham City Council he led the council’s localisation policy and delivery arrangements for a decade, manging a range of services including libraries, leisure, advice and housing including partnership responses to the closure of Rover in 2005 and more recently the community governance review setting up the largest town council in England in Sutton Coldfield. Throughout his career he has focused on localised community regeneration and neighbourhood management. He is taking this approach in a number of communities in North East Birmingham including Castle Vale, Stockland Green and Falcon Lodge in Sutton Coldfield. He is currently vice chair of the Active wellbeing society and is a founder member of Birmingham Community Homes.

    This workshop will also be held on 19 August. 

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start28 Jul 2020 10:30
    • End28 Jul 2020 12:30

    Customer-centric cultural transformation

    Details

    Customer-centric cultural transformation

    Virtual workshop

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

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

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

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

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

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

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

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

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

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

    Key themes:

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

    Speakers:

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

    This event is essential for the following:

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

    About Hellon

    Hellon was established in 2009 and has been expanding rapidly by challenging traditional business development by utilising a customer-centric approach and design methods. It has offices in Helsinki and London and has worked with companies in more than 20 countries.

    find out more

    Meet At

    Further information

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

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

    In association with

    Hellon

    Programme:

    Click here to download the programme

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start29 Jul 2020 10:30
    • End29 Jul 2020 12:30

    Using technology to engage with residents

    Details

    Using technology to engage with residents

    Virtual workshop

    What does re sident engagement look like in the future and how can we prepare for it?

    The use of technology in the community/resident engagement space has been slower than in other areas of the housing sector but the recent COVID-19 lockdown has proved to be a catalyst for change.

    This virtual workshop will look at the value of maintaining a focus on technology as we move forward and how we can use it in harmony with traditional face-to-face methods to help us engage with a wider audience.

    We will look at specific examples of how technology has helped engagement during the pandemic and how we can turn an emergency response into business as usual.

    We will also explore how identifying the internal and external barriers to employing technology is key to changing the future of engagement.

    This event will cover the following:

    • Motivations for engagement
    • Barriers for engagement
    • How technology fits
    • Existing applications
    • Future needs
    • Examples of best practice
    • Tools to enable engagement.

    Confirmed speakers:

    • Barry Malki, Director, Social Squared
    • Dan Moraga, Digital Programme Manager, PA Housing
    • Mark Barrett, Managing Director, Watermelon Research
    • Aidan Dunphy, Founder, Flektion

    This workshop will also be held on 25 August.

     

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start18 Aug 2020 10:30
    • End18 Aug 2020 12:30

    Handle with care – Identifying and supporting vulnerable people

    Details

    Handle with care

    Virtual workshop

    ‘Supporting our most vulnerable residents’ has been a term regularly used by housing providers when describing their response to the COVID-19 pandemic.

    But while the objective is to be applauded, in practice the dubious quality and incompleteness of data for people who may or may not have additional needs has thrown up a number of issues and hindered progress.

    At the root of the problem is the difficulty organisations face in defining what ‘vulnerability’ and ‘additional needs’ mean but they are central to how we can improve our data and ultimately act on it.

    This virtual session will look at how we frame vulnerability in a housing context, and how we can collect, analyse and react to data to offer people any additional support they may need.

    It will also look at tools, barriers and wider best practice in providing a better service to those residents who may need extra support, not just in times of crisis.

    This session will cover the following:

    • Defining vulnerability
    • Identifying vulnerable people
    • Identifying additional needs
    • Collecting and analysing data
    • Overcoming incomplete data
    • Best practice
    • Tools to enable support.

    This workshop will also be held on 22 July

     

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual workshop
    • Start19 Aug 2020 10:30
    • End19 Aug 2020 13:00

    ‘Levelling up’ – making estate regeneration happen

    Details

    Making estate regeneration happen

    Virtual Workshop

    ‘Levelling-up’ is a policy buzz word. It often is used to refer to the north-south divide, but it applies equally to estates in our towns and cities.

    There is compelling evidence that there is a social gradient between neighbourhoods based on socioeconomic factors with households in the most deprived areas (including social housing estates) having poorer health, lower educational attainment rates and uncertain job prospects.

    The government has not explicitly targeted estate regeneration through its levelling-up agenda or in the recently announced ‘new deal’.

    It is, therefore, an opportunity for councils and housing associations to take the lead in making a positive difference by working with residents to improve the built environment, provide training and job opportunities and improve health and well-being post COVID-19.

    Resources are, nevertheless, a major challenge. But there are possibilities of levering in skills and funding to address specific local issues e.g:

    • Redeveloping estates at higher densities can be a ‘win-win’ outcome as it addresses the need to tackle the lack of affordable housing as well as transforming the existing stock – and there continues to be a plethora of national announcements on funding for affordable housing
    • Using national regeneration funding streams, such as the towns fund and the forthcoming UK shared prosperity fund, is a distinct possibility 
    • Accessing independent and third sector finance, such as heritage and lottery funding and
    • Investigating opportunities in the ‘new deal’ to improve schools, health facilities, making use of the ‘shovel-ready’ fund and address the climate change agenda.   

    For these virtual workshops, HQN is teaming up with the communities team at the Pioneer Group to take a practical look at estate regeneration.

    The sessions will:

    • Explore the national agenda for estate regeneration and innovative approaches for tackling the funding challenges 
    • Take an in-depth look at the Castle Vale model of sustainable regeneration with a tour of the estate to see how the initial investment has been sustained with renewed focus on delivering wider social and economic regeneration 
    • Consider emerging approaches to scoping estate regeneration looking at the example of Falcon Lodge, a neighbourhood with around 900 council homes in the Reddicap ward of Sutton Coldfield. 

    To tie in with the ‘levelling up’ agenda, the National Housing Federation has just published the final version of its Great Places Commission report which identifies a key challenge around:  

    “…neighbourhoods, towns and cities in the Midlands and the North of England are not great places and have not been for a long time. Long-term economic and social trends have served to entrench regional disparities and hold these places back. This is having a clear and measurable impact on people’s lives and on the national economy and cannot be allowed to continue.

    “It is in places like this that housing associations, together with local authorities, universities, and other anchor institutions, are working alongside residents and community organisations to address local challenges and drive positive change. They are already making an impact, often with limited resources, but there is the potential to do so much more.”

     

    Participants attending the workshop will:

    • Hear about a nationally recognised successful example of estate regeneration 
    • Find out about a community planning approach to regeneration
    • Learn about the current national debate on turning round problem estates 
    • Find out about a potential future model of housing regeneration looking at short term interventions driven by a community planning approach   
    • Explore funding opportunities
    • Go away with ideas and solutions to take forward within their organisations.

    Our facilitators for these sessions are Tim Brown and Ifor Jones:

    Tim Brown is a long standing HQN associate, a qualified town planner and corporate member of the CIH as well as a senior research associate in housing and local government at De Montfort University. Tim was previously Director of the Centre for Comparative Housing research, board member and chair of a number of housing associations, director of two social enterprises. He is currently pioneering on the next steps and options for estate regeneration amongst a range of other work interests including boosting housing supply, housing needs of older people, economic development and regeneration housing policy and local authority and social housing allocations systems. Tim is technical lead for HQN’s specialist strategic network SEN.

    Ifor Jones is Head of Communities at the Pioneer Group in Castle Vale after retiring from local government in 2016. As a Director in Birmingham City Council he led the council’s localisation policy and delivery arrangements for a decade, manging a range of services including libraries, leisure, advice and housing including partnership responses to the closure of Rover in 2005 and more recently the community governance review setting up the largest town council in England in Sutton Coldfield. Throughout his career he has focused on localised community regeneration and neighbourhood management. He is taking this approach in a number of communities in North East Birmingham including Castle Vale, Stockland Green and Falcon Lodge in Sutton Coldfield. He is currently vice chair of the Active wellbeing society and is a founder member of Birmingham Community Homes.

    This workshop will also be held on 24 July.

    find out more

    Meet At

    Further information

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

    * Please note that all prices are subject to standard VAT. 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 training
    • Start20 Aug 2020 10:30
    • End20 Aug 2020 13:30

    The Strategic Housing Conference 2020

    Details

    The Strategic Housing Conference 2020

    Virtual conference

    Following the success of last year’s Strategic Housing Conference, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    Please note, this event will take place virtually, via Zoom.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *
    Members of the Strategic Network: One free place

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start25 Aug 2020 10:00
    • End25 Aug 2020 14:00

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

    Details

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

    Virtual conference

    Now’s the time to grab your places for an informative and thought-provoking day.

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

    This year’s programme

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

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

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

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

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

    Feedback from RIEN Scottish training and national annual conferences

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

    'Fantastic event with an interesting approach'

    'Presentations were well prepared and presented.'

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

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    Meet At

    Further information

    Delegate fees:

    First place: FREE! 

    Additional places are priced at £99* each

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

    Registration will start 30 minutes before the first session.

    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
    • Start25 Aug 2020 10:30
    • End25 Aug 2020 12:30

    Using technology to engage with residents

    Details

    Using technology to engage with residents

    Virtual workshop

    What does re sident engagement look like in the future and how can we prepare for it?

    The use of technology in the community/resident engagement space has been slower than in other areas of the housing sector but the recent COVID-19 lockdown has proved to be a catalyst for change.

    This virtual workshop will look at the value of maintaining a focus on technology as we move forward and how we can use it in harmony with traditional face-to-face methods to help us engage with a wider audience.

    We will look at specific examples of how technology has helped engagement during the pandemic and how we can turn an emergency response into business as usual.

    We will also explore how identifying the internal and external barriers to employing technology is key to changing the future of engagement.

    This event will cover the following:

    • Motivations for engagement
    • Barriers for engagement
    • How technology fits
    • Existing applications
    • Future needs
    • Examples of best practice
    • Tools to enable engagement.

    Confirmed speakers:

    • Barry Malki, Director, Social Squared
    • Dan Moraga, Digital Programme Manager, PA Housing
    • Mark Barrett, Managing Director, Watermelon Research
    • Aidan Dunphy, Founder, Flektion

    This workshop will also be held on 29 July.

     

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start02 Sep 2020 10:30
    • End02 Sep 2020 13:30

    The Estate Services conference 2020

    Details

    The Estate Services conference

    Virtual conference

    Following the success of last year’s Estate Services conference, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    Please note, this event will take place virtually, via Zoom.

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start24 Sep 2020 10:30
    • End24 Sep 2020 13:30

    The Equality and Diversity Network annual conference 2020

    Details

    The Equality and Diversity Network annual conference

    Virtual conference

    Following the success of last year’s Equality and Diversity Network annual conference, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    Please note, this event will take place virtually, via Zoom.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *
    Members of the Equality and Diversity Network: One free place

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start15 Oct 2020 10:30
    • End15 Oct 2020 13:30

    The Asset Management Network annual conference 2020

    Details

    The Asset Management Network annual conference 2020

    Virtual conference

    Following the success of last year’s Asset Management Network annual conference, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    Please note, this event will take place virtually, via Zoom.

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start22 Oct 2020 10:30
    • End22 Oct 2020 13:30

    The Rent Income Excellence Network (RIEN) annual conference 2020

    Details

    The Rent Income Excellence Network (RIEN) annual conference 2020

    Virtual conference

    Following the success of last year’s Rent Income Excellence Network (RIEN) annual conference, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    Please note, this event will take place virtually, via Zoom.

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start05 Nov 2020 10:30
    • End05 Nov 2020 13:30

    The SAFETYnet annual conference 2020

    Details

    The SAFETYnet annual conference 2020

    Virtual conference

    Following the success of last year’s SAFETYnet annual conference, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    Please note, this event will take place virtually, via Zoom.

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start19 Nov 2020 10:30
    • End19 Nov 2020 13:30

    The Housing Management Network annual conference 2020

    Details

    The Housing Management Network annual conference 2020

    Virtual conference

    Following the success of last year’s Housing Management Network annual conference, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    Please note, this event will take place virtually, via Zoom.

    find out more

    Meet At

    Further information

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

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

    Cancellations and substitutions:

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

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

    • Event TypeHQN Event (Virtual)
    • VenueVirtual conference
    • Start03 Dec 2020 10:30
    • End03 Dec 2020 13:30

    The Residents' Network annual conference 2020

    Details

    The Residents' Network annual conference 2020

    Virtual conference

    Following the success of last year’s Residents’ Network Annual Conference, we are pleased to announce the date for this year.

    Book now to avoid missing out.

    Full details and speaker line up to be announced.  

    Please note, this event will take place virtually, via Zoom.

    find out more

    Meet At

    Further information

    Delegate fees:
    Full price: £175.00 *
    Members of any HQN network: £150.00 *
    Members of the Residents' Network: One FREE resident place

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

    Cancellations and substitutions:

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

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

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