Duration
Half-day
Location
Live virtual
Availability
Good
Suitable for: All What does this mean?
An opportunity to learn ways to apply legislation and ASB policy, whilst maximising tenant satisfaction. Learn how to prioritise your response to reports of ASB, avoid conflict and develop levels of emotional intelligence to manage risk, improve communication and levels of satisfaction.
This course is not about reviewing complex legislation and intentionally AVOIDS the use of legal jargon and discourse.
This is about providing a safe learning environment to understand how to apply policy and organisational aims to the effective management of ASB – understanding how excellent communication can minimise conflict and maximise tenant satisfaction.
This is a great course for new staff, for those wishing to complete refresher training and those reviewing organisational aims and ASB policies and processes.
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Read more
Delegates will:
- Define ASB in terms of what their organisation wishes to achieve
- Be confident to assess ASB reports using a risk-based approach at initial report, review and closure
- Be confident to apply case management to the Tenant Satisfaction Measure (TSM) standard
- Develop their own communication and learning by understanding; models of communication; unconscious bias and emotional intelligence
- Understand effective case management by tenant involvement and minimising conflict.
Who should attend?
- ASB Officers
- Those managing or reviewing approaches to ASB
- Customer service teams
- Housing officers
- Other interested parties.
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Our trainer
Mark Barrow has worked in social housing for 15 years specialising in practicing and managing the delivery of ASB services within general needs and supported housing. Mark is also an experienced trainer delivering apprenticeship teaching and learning across social housing as well as delivering tailored leadership and management in housing, healthcare, hospitality and retail. His training sessions are relaxed and informal, interactive and always aim to be fully inclusive and above all enjoyable for all. Mark has received excellent feedback from all levels of staff and management attendees both online and face to face.
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Price and booking
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If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we’ll process the booking for you.
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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 [email protected] 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.
Dates
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in-house training offers great value for money.
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We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.