Are you comfortable enforcing them? Does it come naturally? This workshop takes a look at how working practices could be improved for the benefit of you and the people living in your homes?

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    Policies and procedures might provide the framework for income collection, but its the people working in these teams that make the difference. The people on which success is based on. They are also the people who see and feel changes on a daily, human level and have to be flexible and resilient enough to maintain service standards and deliver results whilst protecting and maintaining their own wellbeing.

    Are the policies and procedures we use still relevant? Do they reflect how people and society are, and the unparalleled financial pressure people are under? Are staff and managers comfortable enforcing them? Are they ethical? What say do residents have about them?

    Can they be changed to benefit everyone?

    This interactive session will focus on:

    • Fully understanding internal policies, procedures, and debt triggers
    • The importance of really listening to residents
    • How policies and procedures link to the people in your homes, and how relevant they are currently?
    • Ethics and emotions that come with driving processes, meeting and exceeding targets
    • Processes versus people… everybody wins, or nobody wins…
    • Challenging procedures, justifying decisions and ethics versus finances
    • How change shouldn’t be feared and how it can help everyone.

    Setting and maintaining boundaries is vital to all our work and especially in income recovery. You really need to get to know someone in order to make progress with their debts and income collection – understand and their problems, hopes and fears. So its easy for things to become blurred. But it’s also right to feel how you feel, and if something doesn’t feel right, then it’s okay to talk about it. It’s also healthy to do so and can be the catalyst for change and progress. Doing the right thing, doesn’t always have to come at a cost. And can add value, and benefit everyone.

    Who should attend?

    Everyone who works in:

    • Income recovery, financial inclusion or welfare advice,
    • Resident involvement, community development and engagement.
    • Complaints management
    • Policy and procedure.
  • Our speaker

    Stephen Gillatt is a housing practitioner, with a decade of sector experience, half of this within income recovery, which saw the introduction of Universal Credit. Author of a book about fatherhood and mental health, Stephen lives with borderline personality disorder and Bipolar ii. He is YMHFA trained and has appeared in national and local press, talking about mental health. Stephen uses his blend of professional and lived experience to open up subjects and ideas which people find uncomfortable and talk in a way which makes them feel more comfortable.

  • Price and booking


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    * Please note that all prices are subject to standard VAT. Byte Size members do not qualify for member discounts. Please call 01904 557150 for more information.

    Ticket Type Price Spaces
    Members of any HQN networ £49.00
    Non-members £49.00

    By continuing with this booking you are agreeing to our booking terms and conditions

  • 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

07 November 2022
2:00pm - 3:30pm
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