duration

Location
Virtual

This session will challenge you to assess your practices, evidence and governance in these areas, so that you can ensure your approach meets regulatory scrutiny and delivers excellent services.

  • Read more

    The Neighbourhood and Community Standard sets clear expectations for managing antisocial behaviour, hate crime, domestic abuse and communal areas, while the Tenancy Standard is vital for ensuring fair allocations, efficient lettings and sustainable tenancies.

    This session will cover all aspects of these two standards, but home in on the areas we know the regulator focusses on more than others: your approach to manging antisocial behaviour and hate crime, along with your approach to allocations, lettings, and tenancy sustainment.

    Questions we will ask you to consider include:

    • Do your approaches in these areas 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?
    • Are you making the best use of your homes?
    • Is your allocations scheme fit for purpose, fair and transparent?
    • Are you doing enough of the things that make a difference – helping your tenants sustain their tenancies?

    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
    • What your customers think and say – TSMs, transactional surveys, focus groups
    • 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.

    If you/your team want to come to more than one of the available consumer regulation events, please get in touch with [email protected] to find out about available deals for purchases of multiple places.

  • Our speaker

    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.
  • Programme

    Welcome and outline of session

    What the regulator is looking for across the standards

    • What compliance looks like under the neighbourhood, community and tenancy standards
    • How to build assurance and identify the key risks ahead of inspection
    • Common gaps and pitfalls landlords should be aware of.

    Neighbourhood and community: delivering safe, responsive services

    • Expectations around ASB, hate incidents, shared spaces, local cooperation and domestic abuse
    • How to evidence accessible services, partnership working and support for residents
    • Using performance, engagement and oversight to strengthen delivery.

    15-minute break

    Tenancy: fair access, sustainment and the right support

    • What the regulator will expect to see on allocations and lettings, tenancy sustainment, tenure and mutual exchange
    • How to demonstrate fairness, transparency and effective support for tenants
    • Questions to test whether policies, services and oversight are robust enough.

    Pulling it together: assurance, evidence and next steps

    • How to use data, complaints, surveys and scrutiny to strengthen assurance
    • Showing that residents’ feedback is being heard and acted on
    • Practical steps to improve readiness and close any gaps.

    Wrap up and practical takeaways

    Close

  • Testimonials

    • Well presented workshop, lots of interesting points.

      Caerphilly Homes

    • A really useful session that was relevant to what we do and some of our experiences. It identified areas for development both as an organisation and with partners.

      KWL
  • 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



This event comes with a professional development certificate

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