The pandemic has resulted in many changes. In the main we’ve become less process-driven, focusing more on the quality of our conversations and engagement with customers. We’ll look at how this benefits everyone’s wellbeing and what more could be done.

Our keynote speaker, Stephen Gillatt, is passionate about mental health in the workplace.

Stephen worked in social housing for a decade, half of this in income recovery, and wrote about fatherhood and mental health in his book, Mad, Sad, Dysfunctional Dad.

You’ll hear his thoughts on how organisations must act to stimulate real change and fully support their residents AND staff delivering frontline services in an ever-demanding, constantly changing social and economic environment.

Have you considered how your approach and your processes impact on the mental health and wellbeing of the people who work for you and those living in your homes?

Does a process-driven culture improve performance or detract from it? How does it impact on the behaviour and mental health of your staff and your customers?

Do your processes, your emails, your letters, and your conversations demonstrate real empathy and understanding towards your customers?

While some have welcomed these rapid developments, and have recognised the positives, others are struggling to move away from process-driven methods.

Using income recovery as the example (the principles can be applied to any other services) we’ll demonstrate how, by simply changing your approach, you can improve the wellbeing of all your people – those who live in your homes and those delivering your income recovery services.

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    We’ll explore:

    • How a process-driven culture can unnecessarily and negatively impact on service delivery and performance, leading to tenant disengagement – and, most importantly, how you can put that right
    • How the cultures, processes, and procedures we work under contribute to mental health issues – creating not only a poor work environment but one that works against our very purpose, which should be focused on inclusion and sustainability.
    • The correlation between debt and mental health
    • How changes to service delivery brought about by the pandemic, including working from home, can impact frontline teams
    • What organisations can and should be doing to take care of their people – staff and residents alike.

    Why attend?

    This is a must for everyone working on the frontline – managers and staff – in income collection, customer services, neighbourhood management, tenancy sustainability and estate services.

    It’ll challenge your beliefs, giving you something new to think about and put into action. Make your workplace a better and more productive place for staff, while creating a better service experience for your customers.

    You’ll go away:

    • With insight into the new wave of thinking behind service provision and resident engagement
    • More in tune with the enormous impact the pandemic and mental health problems are having on people delivering your frontline services and the people living in your homes
    • Full of fresh, practical ideas.
  • Our speakers
    • Chair – Kim Long, Senior Network Manager, HQN
    • Stephen Gillatt, Social housing practitioner, writer, and public speaker
    • Maggie Houghton, Programme Manager, The Hyde Group
    • Emma Owens, Head of Lettings and customer accounts, Curo group.
  • 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 and prices