The final workshop in our popular series looks at how to implement changes and achieve long lasting improvements. And ensure you are complying with the Consumer Standards. 

  • Read more

    During 2023, we ran a highly successful series of workshops covering all aspects of the empty homes process from the pre-termination stage right through to the final stages of signing up the new tenant and settling them into their new home.

    Delegates went away with lots of practical ideas to put into practice. Over the last few months we’ve been hearing about how they have got on,  including the things that have worked well and the things they have struggled with.

    Based on this feedback we have picked out some key areas to explore in more detail, including:

    • Understanding and complying with the consumer standards
    • How to implement and use the pre-termination visit as part of the overall planning process
    • Forward planning resource management and target setting
    • Ensuring value for money
    • Sustainability – developing a sustainability model – reducing the risk of wasting scarce resources on unsustainable empty homes
    • Sustainable tenancies
    • Get to know your tenant – understanding your new tenant and their circumstances
    • Simple measures to support tenants in their new home.
  • Our speakers

    Kevin Bentley, HQN Associate

    Kevin has worked in social housing in both the local government and housing association sectors for over 25 years, specialising in housing maintenance and stock investment issues.

    Kevin has been a HQN Associate for over 14 years, providing advice and support to many housing organisations.

    He has in-depth knowledge of all aspects of operational delivery and strategic asset management in the sector. He regularly carries out reviews of gas servicing and maintenance for organisations. He has in-depth knowledge of service delivery and best practice in the sector delivered by in-house/DLO contractors and out-sourced arrangements

    Kevin is also one of HQN’s key accreditation assessors specialising in HQN: DLO and HQN: gas accreditations. He is also one of HQN’s trainers responsible for contract management and procurement.

    Kevin has carried out upwards of 120 service reviews and similar in-depth assessments of repairs and maintenance services for HQN clients, including a large number of gas servicing and maintenance reviews for organisations with both in-house contractors or outsourced and hybrid arrangements.

    Clare Painter, Neighbourhood Services Manager, Ocean Housing Ltd

    Clare Painter is currently a Neighbourhood Services Manager at Ocean Housing Ltd, based in Cornwall. Clare is responsible for managing the voids and letting team, as well as a team of neighbourhood services officers.

    Clare’s passion for housing was borne out of a successful career managing supported housing accommodation for 16 – 24-year-olds. This inspired her to pursue a career in the social housing sector, ensuring that properties are accessible to those most in need. It’s a priority for Clare to ensure homes are let to a decent standard, quickly and efficiently to combat the ever-growing housing crisis. Prior to taking on her current role, Clare worked at a larger Housing Association in Gloucestershire as a neighbourhood coach. It was here that her passion to deliver excellent customer service was ignited through the challenge of maintaining the highest levels of customer satisfaction. At the same time, she steered the timely letting of homes, allowing income to be maximised. It was here that Clare learnt the true value of pre-termination inspections.

    Clare has a busy family life with two young children, and made the decision after the pandemic, to move to Cornwall to be closer to the beautiful beaches that Cornwall has to offer. In Clare’s free time you can find her in the sea or on her paddle board, with her Labradoodle, Hilda at the helm.

    Bianca Perkins, Neighbourhood Services Manager, One Vision Housing

    Bianca is a native German speaker and moved to the UK in 2007. After working for the Local Authority in Germany, she started her career in social housing in Liverpool.

    Bianca joined One Vision Housing as a customer service advisor in 2007 before becoming a team leader in customer services and neighbourhoods. She then became assistant neighbourhood services manager in 2019 and has recently been promoted to neighbourhood services manager. Alongside another manager she looks after and directs a large team of around 50 staff, carrying out all generic aspects of neighbourhood management and community safety. She has specific responsibilities for voids and allocations, high rises, anti-social behaviour, tenancy and estate management.

    Francesca Claydon, Havebury Housing

  • Our programme

    10.30  Opening remarks from the Chair

    • Kevin Bentley, HQN Associate

    10.35 Improving voids performance – a quantum leap

    • Clare Painter, Ocean Housing

    11.05 Date driven voids performance

    • Bianca Perkins, One Vision Housing

    11.45 Break

    11.55 Improving voids performance – case study

    • Francesca Claydon, Havebury Housing

    12.30 Implementing best practice – common key areas to drive performance

    • Kevin Bentley, HQN Associate

    1.00 Q&A

    1.30 Close

  • 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.

  • 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


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