The Neighbourhood and Community Standard

This session covers two key areas: your approach to antisocial behaviour, hate crime and domestic abuse and your communal areas.

Questions we will ask you to consider include:

• Do your approaches to ASB, hate crime and domestic abuse stand up to scrutiny?
• Are you confident about your facts and figures?
• How well are you linking in with partner agencies including the police?
• How effective is your case management?
• How well maintained and managed are your communal areas?
• Are they clean and safe?
• Do you operate a zero-tolerance policy to communal areas?
• Have you a regular inspection regime and does it include residents?

What will be covered in this session:

• Updates on regulation and inspection – what the Regulator has said so far
• The assurances and governance you need to have in place
• The evidence you need to have ready to show to the Regulator
• Antisocial behaviour
• Hate incidents
• Domestic abuse
• Safety of shared spaces
• Local cooperation
• Block management/contract management teams
• What your customers think and say – TSMs, transactional surveys, focus groups.

After a full year of regulatory inspections, we now know what the inspectors are looking for – hard evidence of:

• An up-to-date stock condition survey
• A business plan that shows when the works from the survey will be done
• Accurate data on Decent Homes and safety compliance
• Listening to and acting on the views of tenants
• Outcomes being delivered for tenants
• And – most importantly – robust governance and oversight.

The Consumer Standards cover all your dealings with tenants across all of your homes. You will want to get the best rating you can – HQN’s expert team can help.

Essential for:

• CEOs and senior executives
• Performance and data managers and teams
• Housing policy and strategy teams
• Governance managers and teams
• Corporate support teams
• Housing managers and teams
• Community safety teams
• Domestic abuse and safeguarding teams
• Block management/contract management teams
• Estate services teams.

Damian Roche, Director, HQN

Damian is one of HQN’s experts on the consumer standards. He has played a key role in our consultancy projects since the new regulatory framework began its journey into law and supported a wide range of organisations (local authorities, housing associations and ALMOs) with their self-assessments and improvement plans. His particular areas of expertise are in customer engagement and wider stakeholder engagement as well as governance and complaints management.

Damian is a regular speaker at HQN events and recently devised and delivered a series of workshops to assist providers with their preparations for the new regulatory framework. He has developed toolkits for use in self-assessments, the latest covering the empty homes and lettings process and our condensed toolkit for the regulation of social housing.

As well as the learning and insight that Damian has gained through consultancy and project work Damian also has hands-on practical experience of delivering services. He has worked in the housing sector for more than 20 years, much of which has been at a senior/executive level, including eight years as director of customer experience for Accent Housing.

If you are unable to attend an event or public training course, please let us know in writing via email or letter at least 48 hours beforehand. 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.