duration

Duration
Half-day

duration

Location
Live virtual

duration

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.

  • 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.
  • Our trainer

    Mark Barrow has worked in social housing for 22 years specialising in core areas including the delivery of ASB services; dealing with formal complaints and using communication skills to avoid conflict and build positive relationships with tenants and residents and across housing teams.

    Mark is also an experienced trainer delivering apprenticeship teaching and learning across social housing as well as delivering tailored leadership and management in housing and across other sectors. 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 both online and face to face and always looks to tailor his sessions to the needs of those attending and to individual organisations.

  • Testimonials

    • It was great and perfect timing and relevant to my job role.

      Housing Plus Group

    • I really enjoyed the training and working with and learning from Mark and the other attendees as it gave me a chance to see what they are doing.

      Metropolitan Thames Valley Housing (MTVH)
  • 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.

  • Price and booking

    Bookings are closed for this event.

    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.

Dates



We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we'll be in touch.

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.

 

Making a booking:
Step 1: Select the number of delegates you would like to book on this session
Step 2: Complete the delegate details
Step 3: Check the details, tick the consent box, and press the book now button
Step 4: Member and multi-ticket discounts will automatically be applied on the next page
Step 5: To use a coupon code please enter this at the top of the checkout page by clicking on the link
Step 6: Complete the booking details
Step 7: Confirm your booking.